Contact Center 101

Updated: April 01, 2011

Put into very simplistic terms, your contact center is the central point in your business from which all interactions with your customers and clients are handled. This can mean a traditional call center (both inbound and outbound), your email marketing and newsletter distribution, email sales/support, and even live chat functions with your customers.

Featured Research
  • 2017 Contact Center Software Trends

    Did you know that, according to Forbes, 86 percent of customers will pay more for a better customer experience? Customer satisfaction is always a worthy business pursuit, but to identify customer preferences and exceed expectations, you must keep pace with innovations in the technology your customers are using. more

  • How to Select Contact Center Software in 9 Steps

    Your choice of contact center software will affect the future success of your business. Don’t leave this important decision to chance. This guide provides nine actionable steps for the selection process. more

  • Hidden Costs of Contact Center Software

    Creating a great customer experience for each person who reaches out to your customer support center is vital to developing a loyal and ravenous customer base for your business. In fact, according to Walker Information, Inc., “By 2020, customer experience will overtake price and as the key brand differentiator.” more

  • Top 11 Contact Center Vendors in 2017

    With the ever-proliferating number of contact center software vendors, it can be difficult to determine which software application is right for your business. This guide for 2017 includes information about eleven top contact center vendors, including information on pricing, features, and strengths and weaknesses. more

  • The New 2016 Enterprise Contact Center Comparison Guide

    Is your business researching a new contact center solution? Complete with over 120 data points, 90 features, and over 45 contact center software providers, our comparison guide is an essential asset. more