Differences Between a Call Center and a Contact Center

Date

April 29, 2024

Read Time

4-5 minutes

Call Center vs. Contact Center

You may think that call center and contact center are interchangeable terms – they are not. The key difference between call centers and contact centers – like the 24/7 Engagement Services used by boostCX – is the channel or medium used by each. In many ways, a contact center is a modern version of the call center that allows businesses to engage customers via phone, text, email, live chat applications, and social media.

Call Center

Medium: Voice calls

Analytics: Call reports

Focus: Managing call flows and metrics

Scalability: Difficult to increase capacity

Customer Approach: Reactive

Contact Center

Medium: Voice calls, email, live chat, text, video, and more

Analytics: Multichannel engagement and analytics

Focus: Customer engagement

Scalability: Easy to expand

Customer Approach: Proactive and reactive

What Are the Benefits of a Multichannel Contact Center?

In the modern and digital age, customers want the freedom to connect with businesses on their preferred channel – when and where they want to. This is where the boostCX Engagement Services and Contact Center come in. boostCX goes beyond the limitations of a traditional call center, offering a multichannel solution and omnichannel engagement that empowers you to provide an exceptional customer experience across all touchpoints. This includes email, live chat, social media messaging, and even SMS text messaging. Here is a list of benefits provided by a contact center.

Higher NPS – A contact center allows your team to engage with customers on a variety of platforms that has the ability to help raise your Net Promoter Score (NPS).
Shorter Wait Times – With a variety of channels available to engage with customers, the customers have more opportunities to get the information they need and spend less time waiting to get that information.
Cost Effective – A team of multi-skilled contact center agents allow you to maintain a smaller team with a variety of skills that means you can be that much more cost effective.
Improve Brand Consistency – Are you looking for ways to create a consistent brand image? A contact center provides the customer engagement you need to improve customer retention and satisfaction.
Higher Resolution Rate – Increased access to contact center agents means a higher first-call resolution rate when compared to call centers with just one avenue of contact.
Omnichannel Reporting and Analytics – Customer data is the key to customer satisfaction and retention and with omnichannel engagement, you can collect more customer data and deliver a first-class customer experience.

By employing a multichannel contact center, businesses can ensure they’re meeting customers where they are, building stronger relationships, encouraging brand loyalty, and driving business growth.

In the modern market, understanding the differences between call centers and contact centers is important to your success. While call centers rely on phone interactions, modern contact centers offer a wider range of communication channels. This empowers businesses to cater to customer preferences and create a seamless omnichannel experience.

The boostCX Contact Center transcends the limitations of traditional call centers. A multichannel solution allows you to engage with customers on their preferred platform, be it email, live chat, social media, or SMS and boost your customer satisfaction, streamline operations, and gain valuable customer insights – all with boostCX.

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Best Practices

Top 3 Key Concepts for Customer Experience Management

The customer journey is no longer as straightforward as it may have been in the past. Modern consumers expect a personalized and positive experience at every touchpoint of the customer experience. Implementing Customer Experience Management (CXM) into your business operations is crucial for building brand loyalty, boosting customer satisfaction, and ultimately driving growth. We hope that this overview of the top 3 key concepts of customer experience management will help you develop an improved customer experience at every touchpoint. Armed with these strategies and a comprehensive suite of boostCX customer experience management tools, you will drive success in any industry.

Key Strategies in Customer Experience Management

Creating a memorable customer experience is the secret weapon in today’s marketplace and Customer Experience Management (CXM) goes beyond simple transactions, focusing on building relationships and brand loyalty. boostCX understands this philosophy and as your customer experience partner, we’ll provide you with the tools and insights you need to transform every customer interaction into a positive touchpoint.

Here is a better look at key strategies that form the foundation of successful customer experience management that help you meet customer expectations and propel your business forward.

Strategy #1: Collect and Measure Customer Feedback

The power of customer feedback lies at the heart of any successful customer experience management strategy. By actively collecting and measuring customer insights, you gain a better understanding of your audience and get to understand their experience on a deeper level. This feedback provides valuable data about the customer experience and pain points — allowing you to calculate Key Performance Indicators (KPIs) like Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT). When you analyze this data, you can identify areas for improvement, personalize interactions, and continuously refine your customer experience.

boostCX provides your business with the tools you need to accomplish these crucial first steps and collect feedback with customer surveys on a variety of channels that include text, email, phone, intercept, and in-app surveys. Multilingual and responsive surveys make it simpler to communicate with customers and gain additional feedback, and boostCX Closed-Loop Alert Management provides you with real-time alerts when customers submit negative reviews.

Strategy #2: Analyze and Take Action

As the saying goes — knowing is only half the battle. A key concept of customer experience management is transforming customer feedback into action and improving the customer experience. Simply collecting feedback and data isn’t enough — the key lies in analyzing it to identify customer pain points and areas for improvement, and creating a plan of action to improve business operations.

boostCX gives you the ability to do just that with advanced Text Analytics. This innovative tool uses human and machine learning to help uncover hidden themes and sentiment within customer reviews, surveys, and social media conversations and a better understanding of these insights means you can be more proactive. boostCX Actionable Insights equips you with the data-driven strategies needed to personalize interactions and eliminate friction with KPI trends and KPI Scorecards.

Strategy #3: Personalize the Customer Experience

In the modern economy, customers crave and expect personalized experiences. They expect companies to understand their individual needs and preferences and this is where customer experience management can help. By personalizing multiple touchpoints throughout the customer journey, businesses can build stronger relationships, boost satisfaction, and ultimately drive brand loyalty. Imagine a customer who receives targeted recommendations based on past purchases, or who is greeted by name during a service call. These personalized touches make a big difference and a well-crafted CXM strategy focuses on leveraging data and customer insights to personalize interactions across all touchpoints. This may involve tailoring email campaigns, offering product recommendations based on browsing history, or even customizing support experiences.

boostCX can help you collect and analyze the customer data to get to know your customers better and provide you with the insight you need to personalize customer experiences. The result? Customers feel valued, understood, and more likely to not only convert but become loyal brand advocates.

We exist in an experience-driven economy and mastering customer experience management is vital to your success. By focusing on the top 3 key concepts of customer experience management we have highlighted here — collecting and measuring feedback, transforming feedback into action, and personalizing the customer journey — you can craft unforgettable customer experiences that foster loyalty and propel your business forward.

Are you ready to elevate your strategy? Contact boostCX today to find out how our customer experience management platform can help you create a memorable customer experience!

Social Media

How To Use Social Media to Engage with Your Customers

Social media is much more than a place to share funny cat videos and post pictures of your vacation to Disneyland anymore – although that is still pretty great. Social media is a powerful platform for businesses to connect with customers in a more personal way and an estimated 74% of customers use social media to inform their buying decisions. But how do you turn those likes and follows into real engagement that will benefit your business?

boostCX is a premier provider of customer experience management and we want to help you learn how to better use social media to engage with your customers and drive customer satisfaction and loyalty. boostCX customer experience management solutions can help you listen to what your audience is saying and turn customer feedback into action.

Top 3 Best Ways to Engage with Your Customers on Social Media

Social media has revolutionized the customer experience landscape. It is no longer a one-way street of marketing for your company – social media platforms are now communication hubs where current and potential customers actively seek information, share experiences, and connect with brands they value. This evolution of social media presents a golden opportunity for businesses to ditch traditional marketing methods and engage in real-time conversations on a variety of social platforms.

boostCX Social empowers you and your business to join the conversation with your customers by providing tools for social media monitoring and communication. boostCX Social ensures you never miss a customer reaching out by monitoring social reviews to identify customer trends and issues with business processes – whether it’s a question, a compliment, or a concern. In addition to allowing you to address customer concerns, social media also allows you to celebrate customer wins publicly, fostering a sense of community and brand loyalty. Imagine a customer excited about your product or brand on X (formerly Twitter) – with boostCX Social, you can easily respond, thanking them for their feedback and extending the conversation.

boostCX Social Reputation Management helps you navigate online sentiment, ensuring your brand voice is always on-point. By monitoring social media conversations and addressing negative feedback right away, you can turn potential issues into positive customer experiences. This two-way communication loop, facilitated by boostCX Social tools, is key to building stronger relationships, increasing customer satisfaction, and improving the overall customer experience.

Here is a look at a few key strategies for engaging with your customers on social media:

1. Ask Questions

Asking questions on social media isn’t just about gathering information – it is about starting conversations with your customers. Pose thoughtful questions about customer preferences, experiences, or your products on social media and you will show that you value customer input. This two-way dialogue builds relationships with customers, fosters a sense of community, and allows you to tailor your products and services to better meet customer needs. boostCX Social can help you craft engaging questions and analyze the responses, providing valuable insights to improve the customer experience.

2. Create and Share Fun and Interesting Content

Skip the dry product descriptions and advertising lingo – social media thrives on entertainment. Create fun and engaging content like polls, contests, or behind-the-scenes glimpses of your company that humanize your brand and grab the attention of your potential customers. This lighthearted approach sparks conversations, keeps followers coming back for more, and ultimately strengthens the connection between your business and your customers.

3. Keep Posts Relevant to Your Business

Funny memes and GIFs are always tempting – but remember, social media is a great way to connect with customers and drive business. Keeping your posts relevant to your business offerings and target audience ensures valuable interactions that can create additional leads and build your brand. Focus on content that educates, entertains, or sparks conversations around your products or services, allowing you to build trust and establish yourself as a leader in your industry.

Are you ready to turn your social media platform into a customer engagement powerhouse? Use these quick tips on how to use social media to engage with your customers and benefit from the power of boostCX Social and more customer experience solutions.

Contact boostCX today and discover how we can help you transform your social media strategy and connect with your customers!