That is to say, from them you can answer or make calls, but the key is that now it is the client and their relationship with the company that is important. Telephone contact is just one of the many means that make up what is called 360º communication. For example, with a contact center you can receive a call with a complaint, at that moment have the entire history of the person so as not to request data that the company already has and, after resolving the incident, send a confirmation through email in which we can inconvenience. Everything automatically, integrated and transparent, as well as registered and centralized by the system.
The examples could be endless, but it really boils down to the fact that with a contact center you can improve service, satisfaction and sales by having the ability to offer help, information and Vietnam phone number list opportunities when, how and where the customer wants or needs it. . contact center How a contact center works For a contact center, currently, the best solutions come hand in hand with cloud platforms. This allows not only the integration of the different channels and user management systems, but also greater organizational flexibility.
It is no longer necessary to gather dozens of operators or agents in the same place, they can be distributed anywhere in the world because, really, they only need a computer and an Internet connection to access all the systems. This also allows the equipment to be sized quickly, both in an emergency and in specific periods of the year. However, in practice, the reality is that a contact center is mainly based on two elements that must be integrated: virtual switchboard and CRM. It is true that they can be expanded with other additional systems, but these two are essential, none can be missing. The virtual switchboard is in charge of managing the entire flow of communications that, as its name indicates, no longer come through the traditional telephone line.