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
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    Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more

  • 10 Contact Center Myths Busted

    For most forward-thinking companies, the use of contact center software is on the rise. That said, in spite of contact center software’s sudden rise in popularity, a number of myths have begun to take shape. more

  • How Workforce Optimization Reduces Agent Attrition

    The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more

  • 7 Common Pain Points Contact Center Software Eliminates

    Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more

  • Contact Center Implementation 101

    Starting, maintaining and growing a successful business is largely dependent on great products and services. That said, there’s another important factor many eager entrepreneurs overlook…customer experience. more