A Contact Center (Or Call Center)is Where Customer Service Representatives

question 225

Multiple Choice

A contact center (or call center) is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints.A contact center is one of the best assets a customer driven organization can have.Why?

• A)Contact centers can identify suppliers who are in desperate need of assistance
• B)Maintaining a high level of customer support is critical to obtaining and retaining customers
• C)Contact centers are the only place to find answers to questions or solutions to customer problems
• D)Most contact centers use analytical modeling technologies that provide business intelligence

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Definitions:

Feature Phone

Inexpensive cell phones with modest processors, simple interfaces, and, often, no touch screens.

Smartphone

A mobile phone that includes advanced functionalities beyond making calls and sending text messages, such as internet connectivity and the ability to run apps.

Kilohertz

A unit of frequency equal to one thousand hertz (Hz), often used to measure the clock speeds in computers and electronics.