About Contact Centres
A contact centre is a facility used by companies to manage all client contact through a variety of mediums such as telephone, fax, letter, email and increasingly, online live chat.
Distinct from call centres that purely handle telephone correspondence, contact centres have a variety of roles that combine to provide an all-encompassing solution to clients. Contact centres, along with call centres and communication centres all fall under a larger umbrella known as the contact centre management industry.
Today’s systems allow contact centres to manage and launch reports, analyze and optimize their staff’s work via a centralized management system, while also offering high end technological tools to help everyday operations.