Reference no: EM132815900

Please answer the following questions, please use your own words in clear sentences

1. Describe 2 of the 5 types of contact Centres.
2. Describes how open and closed questions are different and show how each is used in contact centres.
3. Define the following abbreviations, provide the long-form name as well.

a. ACD

b. IVR

c. CRM

1. Define the role of the Contact Centre within an organization. And list 3 of the 7 areas of how a contact center contributes to the organization.
2. Explain how organizations use social media in serving customers. List at least three social media channels to show your answer.