A Brief History of Contact Centers
At first, they were just answering services, starting in the 1960s
During the late 70s call centers (voice channel only), expanded into sales, reservation and banking support.
The term "call centre" was first published and recognized by the Oxford English Dictionary in 1983.
During the 90s call centers were split into back office business centers and contact centers for customer service
In the 2000's and '10s contact centers expanded into multi-channel, including chat, voice, email and other methods to communicate.
Today, in 2020, bots, automation, machine learning, and predictive analytics are growing by leaps and bounds in the contact center.
All this technology is helping businesses turn customers from this
Into this:
History Notes from: https://en.wikipedia.org/wiki/Call_centre
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