It’s a common misconception that a contact centre is the same thing as a call centre. While they can share some similarities and have some crossover features, this simply isn’t the case.
Contact centres have become increasingly popular due to the increased number of customer touchpoints they provide and the evolving technology behind them. Meanwhile, call centres take a more traditional approach to customer service.
Here, we’ll define each one and take you through some of their key features and benefits when compared.