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Contact Centers
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ALSO CALLED: CIC, eContact Centers, Customer Interaction Centers, Enterprise Contact Centers, and Web-enabled Call Centers
DEFINITION: A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer
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Definition continues below.
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Bringing Personalized Financial Services to Farmers
| sponsored by Cisco Systems, Inc.
VIDEOCAST:
In this case study read how MidAtlantic Farm Credit, a financing company for agribusiness and rural homeowners, utilized Cisco Unified CallConnector for Microsoft Dynamics CRM to provide a 360-degree view of customer information to every employee.
Posted: 26 Jun 2008 | Premiered: 19 Jun 2008
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Using Real-Time Information to Improve Contact Center Performance
| sponsored by Genesys
PODCAST:
From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
Posted: 05 May 2008 | Premiered: 05 May 2008, 09:00 EDT (13:00 GMT)
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CONTACT CENTERS DEFINITION (continued): … contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise's overall customer relationship management ( CRM). A contact center would typically be provided with special software that would allow contact information to be routed to appropriate people, contacts to be tracked, and data to be gathered. A contact center …
Contact Centers definition sponsored by SearchCRM.com, powered by WhatIs.com an online computer dictionary
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