Learning Aim and Objectives
Welcome to this course on The World of Contact Centers. Throughout this course, you’ll be given an overview of the contact center industry. You’ll become familiar with the internal structure of a contact center, and be introduced to key measures and metrics used in contact centers.
The aim of this module is to give you an understanding of the contact center industry.
On completion of this first module, you’ll be able to:
- Differentiate between a contact center and a call center.
- Describe the difference between in-house and outsourced contact centers.
- Describe different types of contact centers.
- Summarize the core services that contact centers provide.
Enjoy the course!
Last Update: January 23, 2021