For many people, the terms, “call center,” “contact center,” or “omnichannel center” conjure up an image of production-line order taking. Indeed, many organizations bristle at the notion that their unique and complex customer service environment bears any resemblance to a call center.
What if — instead of focusing on the “call center” label — CS professionals zeroed in on function, including asking themselves if contact center fundamentals and technology can help them provide a better and consistent customer experience.
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