Secondly, in the summer and fall of 2020, we worked on a deal in Europe with a governmental agency. We prefer the term “contact center.” Call center implies a factory contact center implies communication between people and making contact, connection, and guidance.
First of all, we shouldn’t be calling them “call centers” anymore. We believe, though, that call centers are headed to a new future.
Ours is more rooted in agent training, agent engagement, the opportunity to advance, and the ability to co-create and co-strategize with our client-side product teams. We understand the connotations associated with “call center,” but for much of our 16 years in business, we’ve tried to focus on a different way of approaching this work. call centers for customer experience and moderation needs - would write a white paper on why call centers are bad and hellacious places to work. Now, you might think it’s curious that Conectys - a company with 11 global delivery centers, i.e. On the call center agent side, call centers have been called “highly stressful and tiring” places to work, and there are significant Quora threads about why exactly call centers are bad places to work. Customers think of call centers and they often think of long wait times, people that can’t answer their question directly, a significant journey to even find a human being to talk to, the chance that the person you reach won’t communicate well in your language, and more. Does the term “call center” have a negative connotation?
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