Optimize Contact Center Operations: KPIs, QA, Compliance & More
Dive into the strategies and tools that power high-performing contact centers. From call quality monitoring and workforce management to compliance, productivity, and KPIs, this category delivers essential insights to streamline operations and improve performance. Whether you’re leading a team or analyzing performance metrics, learn how to drive efficiency and deliver exceptional service at scale.
Contact Center vs Call Center: What’s the Difference?
Chris Kontes
Think a contact center and a call center are the same thing? They’re not, and understanding the difference can directly impact your customer experience strategy. At first glance, the terms may seem interchangeable. But as technology and customer expectations have evolved, the gap between the two has grown wider. One is reactive, focused almost exclusively…
