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Contact centers build solid connections

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When customers or prospects want to connect with your business, they want an immediate response and rapid results. It’s not always easy to keep up with those demands. Small companies can become especially frustrated because they do not employ enough workers to perform their routine duties effectively while interacting with customers at the same time.

Fortunately, there are solutions available to help people and businesses meet the challenge.

Companies can develop or outsource a call center, a centralized place where all of the calls to a company are handled. Call centers help save workers time, so businesses can improve productivity and increase profit.

The two major categories of call center services are customer service and sales. A sales system typically handles scheduling, ordering, and other activities related to making a sale. Customer service centers are designed to deal with feedback from customers. In some businesses, they may act as a dispatch tool, improving communication between employees, and making sure each is aware of their personal goals for the day. Customer service support doesn’t need to communicate exclusively via phone. They may also be configured to support e-mail communications as well.

A contact center is designed to connect both internal and external customers to the right people at the right time. Essentially, it’s a more robust form of call center that allows businesses to manage large volumes of different types of inquiries – ranging from customer service calls, sales calls to website inquiries and integrate those inquires with a CRM or customer relationship management service.

Zones can help your organization sort through the options and implement advanced contact center technologies from industry leaders like Avaya, Cisco and Polycom, to let workers efficiently interact with customers via phone, email, chat, and other channels and drive higher levels of sales and customer satisfaction.

To find out more about the range of available contact center capabilities and solutions, get in touch with your Zones account executive, or call 800.408.ZONES.

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