What is a contact center? Is it really important? | NeoDove

5 min readFeb 1, 2022

Customers are increasingly expecting firms to be available on several channels, not just over the phone, so contact centers are becoming more important. An omnichannel approach allows contact centers to improve customer service, increase efficiency, and gain deeper insights into consumers’ habits and demands, resulting in improved customer experiences.

Here we will unpack everything about contact centers and why they are essential for your business.

What Is A Contact Center?

A contact center is a hub where businesses handle all consumer contacts across several channels. Their main goal is to provide efficient and effective technical support, customer care, and sales assistance. Contact centers usually comprise one or more call centers, including emails, webchats, and social media engagements. Contact centers are also frequently integrated with customer relationship management (CRM) methods.

What Is Contact Center Management?

The method your center manages day-to-day operations is called call center management. Managers maintain track of what’s going on across numerous channels and touchpoints and aim to mobilize their workforces as quickly as possible to fulfill sales and customer experience (CX) objectives.

Employee onboarding, workforce scheduling, and customer engagement management are just a few of the core responsibilities of contact center management. Managers must either accomplish or assign everything that needs to be done daily.

How Do Contact Centers Operate?

Agents who manage multichannel customer service, including calls, emails, chat, voice over IP (VoIP), and online assistance, are typically found in contact centers. Contact centers are comparable to call centers, but they go beyond answering phones to connect with clients through their preferred methods.

The following are some of the most important characteristics of a contact center:

  • Automatic call distributor (ACD) systems, which allow contact center agents to handle more calls while maintaining a good customer experience (CX);
  • Real-time reports, which allow call centers to monitor and analyze agent performance and customer satisfaction across all channels in real-time;
  • Scripts, which offer callers with a structure for effective assistance and sales; and
  • Interchangeable assignments allow agents who share contacts and objects to collaborate while retaining their stations.

What Are The Advantages Of A Contact Center?

Compared to call centers, contact centers have several advantages.

Customers can self-serve and resolve issues using two-way, keyword-driven instant messaging, text messaging, or dialogue with a chatbot in contact centers. Self-service reduces the time agents spend on the telephone, resulting in shorter wait times for clients and cheaper expenses overall.

The customer profile can be improved through contact centers. Customers provide information on personal needs and expectations when connecting with call or contact centers, which employees can gather and use to improve CX in future dealings. You can also integrate CRM software with call centers to collect more client data and analyze it more effectively.

IVR (interactive voice response) is a voice-activated computer assistant that works over the phone using verbal instructions and keyboard inputs. In call centers, interactive voice response (IVR) makes it harder to reach a live employee and handle problems quickly.

On the other hand, contact centers design IVR with the customer experience in mind. Contact center managers design IVR to predict caller intent and deliver callers to appropriate employees. In some cases, IVR can resolve customer issues and questions without employees.

What role does the contact center play in client retention?

The ultimate purpose of both call centers and contact centers is to better customer experience. Technology transformation and change in consumer behavior are assisting this endeavor. Customers want to conduct business with organizations that give high levels of customer involvement, and technology has developed to include additional contact channels.

Modern contact center technologies provide an Omnichannel strategy in an industry that used to rely on landline phones and email just ten years ago. The Omnichannel contact center’s always-on nature encompasses channels like SMS text, social networks, online chat, and, of course, phone calls.

Contact center technology has numerous advantages. It has a favorable impact on consumer satisfaction and loyalty. Customers want to interact with businesses whenever, wherever, and however they want, not just during business hours. Customers who feel appreciated by the companies with which they do business are more loyal. According to a 2017 survey by the Temkin Group, customers who receive exceptional customer service are 3.5 times more probable a second purchase than those who have a bad experience.

A contact center solution delivers a single version of truth for all client interactions, both incoming and outbound, with so many methods to get-and stay-in contact with consumers. Contact center agents may instantly know the whole account history and interaction preferences, regardless of when or how customers contact a company.

This allows agents to route calls to reps better who can serve them better, ultimately resolving the issue with just one call, often known as first call resolution.

Best Practices for Contact Centers

The most important best practice for every successful contact center is an unwavering focus on customer experience. Brands that distinguish themselves by providing great client experiences outperform their competitors.

Businesses worldwide have been laying focused on retaining and maintaining customers. On the other hand, resilient brands understand that, in addition to customer pleasure, supporting their staff during times of worry and uncertainty is vital for business continuity and long-term survival.

Employees perform better when they feel supported, making it simpler to preserve corporate continuity during a crisis. Employee assistance programs have a long-term effect on employee engagement, turnover rates, productivity, loyalty, and retention, all of which have significant financial benefits.

Traditionally, contact center metrics have been focused on improving agent behavior to enhance customer service results. However, it is conceivable to earn high-quality performance rankings while providing a poor customer experience.

Agents are frequently rewarded for meeting contact center KPIs such as low average handle time. However, it may have unforeseen repercussions, such as prompting agents to cease contacts before clients’ issues are satisfactorily resolved. A long average handle time could indicate that agents have trouble getting the information they need.

Customer experience measures that drive loyalty and service win for contact centers before, during, and after a crisis.


For businesses that wish to better customer experience, contact centers are essential. Customers expect to be able to contact firms when and how they want to address customer support concerns big and small. Thus the ability to process these requests swiftly and simply should be a key focus. It’s no longer enough to merely have call center capability; you must also provide a true omnichannel experience for all customers to keep them.

Originally published at https://neodove.com on February 1, 2022.




NeoDove is an end-to-end tech-enabled business communication and reporting platform. Meant for vertical and horizontal communication. Neodove.com