Transforming customer experiences

The NICE inContact Blog

Category: Digital First Omnichannel

137 blogs
Call Center vs. Contact Center - 17 Differences You Should Know About

Call Center vs. Contact Center - 17 Differences You Should Know About

What do you call an operation that provides customer service? A call center? Or a contact center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke. But, just like Coke doesn't aptly describe all soda flavors, referring to all customer service operations as call centers just isn't an adequate label. There are important differences between call centers and contact centers.
Ready to Cut Contact Center Costs, But Not Sure Where to Start?

Ready to Cut Contact Center Costs, But Not Sure Where to Start?

Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs. And, customer service and contact center functions among others are definitely starting to look at cutting costs. Infact, a recent IDG CIO Covid-19 research said that the #1 priority for leaders in the COVID-19 crisis, is process efficiency to drive costs down.

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