A contact centre is a centralised facility or system where customer interactions across various communication channels — such as phone, email, chat and social media — are managed. It also serves as the primary point of contact for customer support, sales and service inquiries. Contact centres employ agents who handle incoming and outgoing communications, resolve issues, provide information and support transactions.
Modern contact centres are evolving significantly due to advancements in technology and changing customer expectations. Here are some key changes:
- Omnichannel integration that helps provide a seamless customer experience.
- Automation and artificial intelligence-driven chatbots and virtual assistants handle routine queries, freeing up human agents for more complex issues.
- Cloud-based solutions enable more flexible, scalable and cost-effective operations, including remote work and easy integration with other systems.
- Data analytics provide insights into customer behaviour, agent performance and operational efficiency, helping to optimise processes and improve service quality.
- Personalisation uses customer data to tailor interactions and solutions.
- Self-service options, including portals and knowledge bases, empower customers to find solutions independently.
Also see call centre.
