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What is a multichannel contact center?

Global Response

So what is a multi-channel contact center? As the name suggests, multi-channel contact centers provide customer support for many channels, which could include voice, SMS, email, social media, and web chat, among others. Are multi-channel contact centers worth it?

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What is a call center?

Global Response

Now what really is a call center? A traditional call center focuses primarily on voice calls. While some call centers may offer some multi-channel customer support, the organization of a call center usually involves individual agents, sitting in a row, taking calls.