Understanding Contact Centers: Definition, Types, and Common Use Cases

Contact centers are centralized offices used to manage customer communications across various channels, including phone, email, chat, and social media. Types include inbound, outbound, and blended contact centers. Common use cases encompass customer support, sales, telemarketing, and technical assistance, aiming to enhance customer experience and operational efficiency.

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Contact Centers: Definition, Types, and Common Use Cases

The evolution of contact centers has been significant. Initially, businesses relied on call centers that primarily handled voice calls.