Bob and Amas break down exactly what the Contact Center is and is not:

• The term Call Center should be retired 
• Implications of Remote Agents 

Quotes:

“If you are still calling it a call center, I am judging you”

“If the Telephone is your only channel, you are doing it wrong"

“We are the contact center, the engagement center, the data center - and yes - the call center! We should have a strong impact on the company - no matter which channel the customer uses!”

 

And so much more!