Benefits of a Contact Center
Call centers have long been the standard for bridging the gap between businesses and customers. However, your typical call center is quickly becoming obsolete. As the customer-support landscape continues to evolve, call centers also need to adapt. This is where contact centers come in.
A contact center maximizes your full potential for customer support by leveraging an array of channels: voice, email, chat, text, social media, and other digital interactions. Meanwhile, call centers only have the capacity to, well, handle calls.
Collaborative contact centers create happier customers, which significantly impacts metrics used to gauge the loyalty of a company’s customers. Plus, they’re more efficient. Contemporary contact centers reduce the amount of work required of human agents—answering calls, triaging problems, routing the customer to the correct department and finally solving their problem. With clever automation and smarter routing, machines can shoulder the bulk of the busywork, leaving human agents to focus on the stuff that only they can do—fix problems and assist complex customer issues.
The average call center leaves customers hungry and dissatisfied. Meanwhile, contact centers are designed with the user in mind by engaging consumers in their preferred channel. Our infographic below breaks down exactly how the two customer service solutions measure up.
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