Last week we discussed the essential pieces of telecommunications technology necessary for call centers. This week, we are delving into the needs of the call center’s hip younger brother: the contact center. Contact centers are like call centers in that they bridge the communication gap between consumers and corporations, but contact centers have a 21st-century twist. Where call centers primarily rely on phone calls, contact centers open things up to text and video communication through email, instant messaging, and video chat. Here are three exciting tools that can help your contact center excel.
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