What Is a Contact Center or Call Center

question 192

Multiple Choice

What is a contact center or call center?

• A) A place where customer service representatives answer customer inquiries and solve problems,usually by email,chat,or phone
• B) Allows customers to use the Web to find answers to their questions or solutions to their problems
• C) Gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer
• D) A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products

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Definitions:

Customer Value

The perception of what a product or service is worth to a consumer versus the possible alternatives.

Environmental Scan

The process of systematically reviewing external and internal environments to identify trends, threats, and opportunities that could impact an organization's future.

Geek Squad

A service that offers technical support and services for consumer electronics and appliances, typically operating within larger retail stores.

Echo-Boom

A demographic period characterized by an increase in births, often referring to the children of the baby boomers, also known as Millennials.