A call center is the central hub of communication between a business and its customers with the main goal of improving the overall experience of these interactions.
Both call centers and contact centers route calls to agents and uses software to record data for future analysis. However, contact centers go beyond the traditional call center capabilities in order to evolve with modern communication and increasing quality demands. Contact centers have evolved to improve customer experience by allowing multiple channels of communication including SMS, video, and more. Additional reporting and real-time monitoring capabilities are also present in contact center software. Contact center analytics allow supervisors to improve performance and productivity more dynamically than ever.
