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Field Service Manual
Glossary

Contact Center

A Contact Center is a central point in an enterprise from which all customer contacts are managed. It typically includes one or more online Call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, call center experts, web site inquiries, web chats, and the collection of information from customers during in-store purchasing.

What Does it Matter to Field Service

A contact center can provide a point to triage, lowering truck rolls and dispatch; it can gain additional insight into the customer issue prior to service. As well, it can positively impact customer churn rates, lower mean time to repair, or increase revenue through reduction of costs.