Glossary
Contact center is a department inside the organization (or outsourced department) that is responsible for providing customer service and handling incoming customer calls and requests from other contact channels. Contact center isn’t synonymous with call center – call center works with phone calls only, while contact center handles customer queries from different channels, including emails, chats, and social media.
Contact center history brings us back to late 1960-s in the US, when some companies decided that giving an option for customers to complete orders by phone is a great opportunity to improve customer satisfaction. Also, first analogs of contact centers were founded in the USSR, where city councils created separated phone infolines for citizens to find phone numbers of any person in the city. Even though there have passed decades since those times, the main purpose of contact centers remains the same – support and informational service for customers. Modern contact centers almost always use cloud technologies and IP telephony to handle calls, which means they have a little to do with traditional telephony technologies. Nonetheless, all we have said above relates more to call centers than to contact centers – contact centers are the evolution of call centers as they handle customer inqueries from different channels, and trends show that phone calls are no more the main contact channel for contact centers, and that’s also why the word “call” was replaced by the word “contact” – it describes the reality more clearly.
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