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customer service center

Also called a contact center, a customer service center is a type of call center  that is equipped to handle large amounts of customer telephone requests for an organization -- in addition to handling other customer communications -- from a single facility.

While a call center mainly focuses on telephone communications, a customer service center will typically handle additional types of customer communications such as letters, e-mail, faxes, and live chat, in addition to telephone communications.

A customer service center is equipped to route communications to the correct employees within an organization and is further defined as a part of an organization’s overall CRM (customer relationship management) strategy.

 See Webopedia's definition of call center for more information on this term.

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