Customer needs and touchpoints are increasingly complex. To thrive, brands must adopt the channels their customers actively use and go above and beyond in delivering memorable experiences. As a result, customer service departments have evolved beyond the traditional call centre. These days contact centres are the norm, and they make it easier for companies to be available and accessible for customers.
In this article, we define what a call centre is, what a contact centre is, and we explore the pros and cons of each to help you determine which one to invest in for your business.