GLOSSARY: Call Center/Contact Center

A specific location that handles interactions with customers.  Interactions can be inbound or outbound and can encompass a wide variety of functional tasks (sales, customer service, information sharing, technical support, customer retention and relations, etc.).  While call center is a broad, industry standard term, professionals increasingly see a clash between “call” and the fact that many of today’s interactions do not use telephony.  As such, alternatives like “contact center” and “customer engagement center” are emerging.