About Contact Centres

Inbound Contact Centre Overview

Customers contacts are managed through a central location. For most organizations this location is know as the customer interaction center, more commonly know as the Contact Centre. It is through this channel that critical information is routed to there respective departments. They are also tracked and the data is gathered for further analysis to increase the efficiency of the contact centre. Usually, this is closely integrated with a company’s CRM or customer relationship management systems, which can be quite complicated due to the vast number of channels in which customers can to contact companies. These channels range from email to faxing to online chatting and all of them need to be managed as a cohesive unit.

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