Contact center vs. call center: What’s the difference and why it matters
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Learn the differences between the two and why contact centers deliver better customer experience.
Customer service has evolved considerably since the dawn of the first call center in the 1960s. Today, a contact center is often the key interface between a brand and its existing and would-be customers. While some people use the terms “call center” and “contact center” interchangeably, there are differences between the two.
What is a call center?
A call center is an office used by a company to make or receive customer phone calls. These offices are staffed by large teams of agents that provide assistance on customer orders and returns, general questions, service requests, and similar issues.