Contact centers and call centers are the same thing, right? The software you have for your call center will work fine when you upgrade to handle more communication channels, won’t it?
The answer to both of these questions is no! Despite the fact that contact centers are becoming an increasingly vital part of doing business in the 21st century, most business owners and managers don’t really understand them.
If you aren’t confident in your contact center knowledge, read this guide on the Top 11 Contact Center Myths.