{"id":118308,"date":"2022-05-26T17:18:24","date_gmt":"2022-05-26T15:18:24","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/contact-center-vs-call-center-a-comparacao-definitiva\/"},"modified":"2024-10-18T19:05:14","modified_gmt":"2024-10-18T17:05:14","slug":"contact-center-vs-call-center-a-comparacao-definitiva","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/pt-br\/blog\/contact-center-vs-call-center-a-comparacao-definitiva\/","title":{"rendered":"Contact center vs call center: a compara\u00e7\u00e3o definitiva"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading has-text-align-left has-black-color has-text-color\" id=\"contact-center-vs-call-center-the-ultimate-comparison\"><meta charset=\"utf-8\"\/>Contact center vs call center: a compara\u00e7\u00e3o definitiva<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"      href=\"https:\/\/test-staging.cloudtalk.io\/pt-br\/agende-uma-demo\/\" style=\"border-radius:3px\">CONTACT SALES<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"      href=\"https:\/\/test-staging.cloudtalk.io\/pt-br\/teste-gratuito-de-14-dias-do-cloudtalk\/\" style=\"border-radius:3px\">TRY FOR FREE<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"664\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/image-call-center-vs-contact-center-1024x664.png\" alt=\"formato de Contact\" class=\"wp-image-13731\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/image-call-center-vs-contact-center-1024x664.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/image-call-center-vs-contact-center-300x195.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/image-call-center-vs-contact-center-768x498.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/image-call-center-vs-contact-center-200x130.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/image-call-center-vs-contact-center-691x448.png 691w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/image-call-center-vs-contact-center-560x363.png 560w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/image-call-center-vs-contact-center-484x314.png 484w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/image-call-center-vs-contact-center-400x259.png 400w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/image-call-center-vs-contact-center-392x254.png 392w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/image-call-center-vs-contact-center-123x80.png 123w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/image-call-center-vs-contact-center-208x135.png 208w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/image-call-center-vs-contact-center-64x41.png 64w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/image-call-center-vs-contact-center.png 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-medium-font-size\">Os termos &#8216;contact center&#8217; e &#8216;call center&#8217; s\u00e3o frequentemente usados \u200b\u200bde forma intercambi\u00e1vel &#8211; mas a verdade \u00e9 que esses termos n\u00e3o t\u00eam o mesmo significado. Existem algumas diferen\u00e7as entre eles, que estamos prestes a abordar nesta postagem. Aqui est\u00e1 sua compra\u00e7\u00e3o definitiva de call center vs contact center.<\/p>\n\n\n\n<p>Pode parecer o contr\u00e1rio, mas os contact centers e os call centers <strong>servem a prop\u00f3sitos diferentes e proporcionam experi\u00eancias ao cliente bastante diferentes<\/strong>. Eles t\u00eam certas semelhan\u00e7as, mas n\u00e3o s\u00e3o exatamente iguais em sua ess\u00eancia. <\/p>\n\n\n\n<p>Quais s\u00e3o as diferen\u00e7as entre <strong>um call center e um contact center<\/strong>, ent\u00e3o? Vamos come\u00e7ar com o b\u00e1sico. <\/p>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"contact-center-vs-call-center-what-is-a-contact-center\">Contact center vs call center: o que \u00e9 um contact center? <\/h2>\n\n\n\n<p>Essencialmente, os contact centers fornecem os meios para o suporte omnichannel. Eles giram em torno de v\u00e1rios canais &#8211; <strong>chat ao vivo, e-mail, telefonemas ou mensagens de texto, s\u00f3 para citar alguns<\/strong>. Esses centros geralmente s\u00e3o vistos como o n\u00facleo de uma empresa, principalmente quando seus clientes s\u00e3o exigentes e ativos em diversos canais digitais. <\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color\">Learn how to choose the best call center software in our buyer&#8217;s guide <\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"238\" height=\"300\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2019\/12\/illustration-ebook-call-center-software-238x300.png\" alt=\"ebook NO DATE call center software\" class=\"wp-image-164651\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2019\/12\/illustration-ebook-call-center-software-238x300.png 238w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2019\/12\/illustration-ebook-call-center-software-768x967.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2019\/12\/illustration-ebook-call-center-software-200x252.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2019\/12\/illustration-ebook-call-center-software-356x448.png 356w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2019\/12\/illustration-ebook-call-center-software-318x400.png 318w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2019\/12\/illustration-ebook-call-center-software-484x609.png 484w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2019\/12\/illustration-ebook-call-center-software-231x291.png 231w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2019\/12\/illustration-ebook-call-center-software-64x80.png 64w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2019\/12\/illustration-ebook-call-center-software-107x135.png 107w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2019\/12\/illustration-ebook-call-center-software-51x64.png 51w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2019\/12\/illustration-ebook-call-center-software.png 800w\" sizes=\"auto, (max-width: 238px) 100vw, 238px\" \/><\/figure><\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/?page_id=175134\/\">Read for free<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:62px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"contact-center-use-cases\"><strong>Contact center &#8211; casos de uso<\/strong> <\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Omnichannel customer service<\/strong>\u00a0&#8211;\u00a0 modern contact centers offer an \u201cintegrated\u201d experience &amp; support across many communication channels<\/li>\n\n\n\n<li><strong>Virtual contact center<\/strong>\u00a0&#8211; with powerful contact center tools, agents can work from any location and handle multiple communication channels<\/li>\n\n\n\n<li><strong>Personalized self-service<\/strong>\u00a0&#8211; with comprehensive contact centers, customers can perform routine tasks (i.e. checking account balance or scheduling an appointment) without the need to interact with contact center agents<\/li>\n<\/ul>\n\n\n\n<p>In order to create your own contact center and offer a seamless service across the channels, though, you should rather\u00a0<strong>choose a single omnichannel support solution<\/strong>\u00a0(this way, <a      href=\"https:\/\/test-staging.cloudtalk.io\/contact-center-pricing-how-much-does-ccaas-costs\/\" data-type=\"link\" data-id=\"https:\/\/test-staging.cloudtalk.io\/contact-center-pricing-how-much-does-ccaas-costs\/\">contact center pricing<\/a> is better since you don\u2019t need to pay for more than one tool) or pick a few dedicated tools that can be integrated with one another.<\/p>\n\n\n\n<p>Em ambos os casos, voc\u00ea poder\u00e1 manter todos os detalhes importantes em um s\u00f3 lugar e atender seus clientes de forma r\u00e1pida e eficiente. <\/p>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"contact-center-benefits\">Contact center &#8211; benef\u00edcios <\/h2>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"1-advanced-ticket-routing\"><strong>1. Roteamento avan\u00e7ado de tickets.<\/strong><\/h3>\n\n\n\n<p>As ferramentas do contact center geralmente aproveitam a automa\u00e7\u00e3o quando se trata de <strong>cria\u00e7\u00e3o de tickets, atualiza\u00e7\u00f5es, atribui\u00e7\u00e3o e gatilhos baseados em tempo<\/strong>. Essas ferramentas de emiss\u00e3o de <a href=\"https:\/\/www.liveagent.com\/ticketing-software\/\" target=\"_blank\" rel=\"noopener\">tickets<\/a> devem levar em considera\u00e7\u00e3o todas as informa\u00e7\u00f5es dispon\u00edveis sobre cada cliente que est\u00e1 entrando em contato e \u201cencaminh\u00e1-los\u201d para o atendente que melhor possa atend\u00ea-los, com base nessas informa\u00e7\u00f5es.<\/p>\n\n\n\n<p>Desta forma, os contact centers conseguem <strong>reduzir o tempo de resolu\u00e7\u00e3o e aumentar a satisfa\u00e7\u00e3o do cliente<\/strong>. <\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"2-task-automation\"><strong>2. Automa\u00e7\u00e3o de tarefas.<\/strong>  <\/h3>\n\n\n\n<p>Falando em usar automa\u00e7\u00e3o &#8211; essas ferramentas tamb\u00e9m possuem recursos espec\u00edficos que s\u00e3o projetados exclusivamente para <strong>melhorar a produtividade do atendente<\/strong>. Com tanto canais para gerenciar, os atendentes costumam ficar sobrecarregados.<\/p>\n\n\n\n<p>Respostas ou formul\u00e1rios predefinidos, por exemplo, reduzem tarefas repetitivas e <strong>d\u00e3o aos atendentes mais tempo para interagir com os clientes<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"3-unified-customer-data-consistent-experience\"><strong>3. Dados unificados do cliente e experi\u00eancia consistente. <\/strong><\/h3>\n\n\n\n<p>When your business is present and reachable across the channels, it\u2019s bound to gather a lot of customer data. <a href=\"https:\/\/www.kustomer.com\/blog\/omnichannel-support-platform\/\" data-type=\"link\" data-id=\"https:\/\/www.kustomer.com\/blog\/omnichannel-support-platform\/\" target=\"_blank\" rel=\"noopener\">Omnichannel support platforms<\/a> or software that\u2019s connected through integrations can easily\u00a0<strong>give you a 360-degree view of all customers<\/strong>, and serve them better in the long run.<\/p>\n\n\n\n<p>Essas ferramentas tamb\u00e9m permitem <strong>tornar toda a experi\u00eancia do cliente mais consistente<\/strong>, o que d\u00e1 a eles mais liberdade para escolher os canais de comunica\u00e7\u00e3o que prefirirem e ainda receber suporte consistente. <\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"4-shorter-wait-times-and-more-flexibility-for-customers\"><strong>4. Menor tempo de espera e maior flexibilidade para os clientes.<\/strong> <\/h3>\n\n\n\n<p>Como os clientes t\u00eam v\u00e1rios canais de comunica\u00e7\u00e3o \u00e0 sua disposi\u00e7\u00e3o, suas consultas s\u00e3o mais distribu\u00eddas entre diferentes canais e atendentes e, portanto, os <strong>tempos de espera podem ser menores do que com um \u00fanico ponto de contato<\/strong>.<\/p>\n\n\n\n<p>Basicamente, os clientes podem escolher como desejam entrar em contato a cada vez, o que pode ser uma grande vantagem.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"5-proactive-support\"><strong>5. Suporte proativo.<\/strong><\/h3>\n\n\n\n<p>Tradicionalmente, eram os clientes que <strong>procuravam as empresas sempre que precisavam de ajuda<\/strong>. Atualmente, no entanto, as empresas s\u00e3o capazes de prever alguns dos problemas que os clientes podem encontrar, oferecer solu\u00e7\u00f5es proativamente antes que o problema aumente e fornecer assist\u00eancia em todos os canais.<\/p>\n\n\n\n<p>Por exemplo, <strong>o software de chat ao vivo possibilita alcan\u00e7ar os clientes<\/strong> enquanto eles navegam pelo seu site e iniciar a conversa para incentiv\u00e1-los a converter. <\/p>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"call-center-vs-contact-center-what-is-a-call-center\">Call center vs contact center: i que \u00e9 um call center? <\/h2>\n\n\n\n<p>Os <a href=\"https:\/\/test-staging.cloudtalk.io\/pt-br\/blog\/terminologia-de-call-center-de-a-a-z\/\" target=\"_blank\" rel=\"noreferrer noopener\">call centers<\/a> giram em torno de um canal de comunica\u00e7\u00e3o principal: o telefone. Eles podem lidar com chamadas receptivas e ativas e ambas. Na verdade, eles s\u00e3o projetados para atender um <strong>grande volume de chamadas de todos os tipos, dependendo da especificidade da empresa e das necessidades do cliente<\/strong>. <\/p>\n\n\n\n<p>Como resultado, os call centers s\u00e3o usados para diversos fins: <strong>suporte ao cliente, telemarketing ou qualquer outra chamada relacionada a vendas<\/strong>, apenas para citar alguns. Com um moderno <a href=\"https:\/\/test-staging.cloudtalk.io\/pt-br\/blog\/8-principais-vantagens-do-software-de-call-center-que-toda-empresa-deve-conhecer\/\" target=\"_blank\" rel=\"noreferrer noopener\">software de call center<\/a>, a escolha \u00e9 inteiramente sua. <\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"what-purpose-can-call-centers-serve\"><strong>Para que servem os call centers?<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Phone-based customer service<\/li>\n\n\n\n<li>Cold calling &amp;\u00a0<a href=\"https:\/\/test-staging.cloudtalk.io\/pt-br\/software-de-call-center-ativo\/\">outbound sales<\/a><\/li>\n\n\n\n<li>Lead qualification &amp; nurturing<\/li>\n\n\n\n<li>Market research\u00a0<\/li>\n\n\n\n<li>Information gathering\u00a0<\/li>\n\n\n\n<li>Fraud prevention\u00a0<\/li>\n\n\n\n<li>Debt collection\u00a0<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"on-premise-cloud-based-call-centers\">Call centers locais e baseados em nuvem <\/h2>\n\n\n\n<p>Tamb\u00e9m vale a pena ter em mente que existem dois tipos principais de call centers: <strong>no local e baseado em nuvem<\/strong>. Como o nome sugere, tudo em um call center local est\u00e1 localizado em suas instala\u00e7\u00f5es.<\/p>\n\n\n\n<p>Seja o <strong>software, hardware, servidores, equipe ou qualquer coisa<\/strong> que voc\u00ea possa imaginar. Isso significa que a configura\u00e7\u00e3o e a manuten\u00e7\u00e3o s\u00e3o de sua inteira responsabilidade e voc\u00ea mesmo deve arcar com todos os custos. <\/p>\n\n\n\n<p>When it comes to cloud-based solutions, though,\u00a0<strong>everything is <a href=\"https:\/\/test-staging.cloudtalk.io\/hosted-call-center-solution\/\">hosted in the cloud<\/a> and provided by a third party<\/strong>. Therefore, call centers only need a proper device, headphones, and Internet connection to make and receive calls.<\/p>\n\n\n\n<p>O software real \u00e9 configurado, mantido e atualizado pelo <a href=\"https:\/\/test-staging.cloudtalk.io\/pt-br\/\" target=\"_blank\" rel=\"noreferrer noopener\">provedor de software do call center<\/a>, que tamb\u00e9m oferece suporte adicional durante todo o processo.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"call-center-benefits\">Call center &#8211; benef\u00edcios <\/h2>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"1-advanced-call-distribution\"><strong>1. Distribui\u00e7\u00e3o avan\u00e7ada de chamadas.<\/strong> <\/h3>\n\n\n\n<p>O software de call center \u00e9 totalmente capaz de distribuir chamadas da maneira mais eficiente poss\u00edvel, a fim de aumentar a satisfa\u00e7\u00e3o do cliente e a produtividade do atendente. <a href=\"https:\/\/test-staging.cloudtalk.io\/interactive-voice-response-ivr\/\">A Unidade de resposta aud\u00edvel (URA)<\/a> pode servir como um bom exemplo aqui &#8211; quem liga pode sentir que foi atendido mais rapidamente e esperar assist\u00eancia adaptada \u00e0s suas necessidades assim que se conectarem com o atendente mais qualificado. <\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"2-handling-a-high-volume-of-calls\"><strong>2. Lidar com um alto volume de chamadas. <\/strong><\/h3>\n\n\n\n<p>O \u00fanico foco dos call centers est\u00e1 no canal telef\u00f4nico, raz\u00e3o pela qual as modernas ferramentas de call center s\u00e3o projetadas para lidar com um alto volume de conversas telef\u00f4nicas. Al\u00e9m disso, \u00e9 extremamente f\u00e1cil configurar um <a href=\"https:\/\/test-staging.cloudtalk.io\/pt-br\/software-de-call-center-virtual\/\">call center virtual<\/a> e come\u00e7ar a fazer e receber chamadas. <\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"3-more-in-depth-call-analytics\"><strong>3. An\u00e1lise mais aprofundada das chamadas.<\/strong><\/h3>\n\n\n\n<p>Todos os dados dos clientes s\u00e3o coletados via telefone, o que facilita o acesso \u00e0s informa\u00e7\u00f5es dispon\u00edveis e o atendimento adequado a todos os chamadores. Sem mencionar que a maioria das solu\u00e7\u00f5es de call center oferece acesso a an\u00e1lises detalhadas devido \u00e0 sua especializa\u00e7\u00e3o. Dessa forma, voc\u00ea pode obter facilmente informa\u00e7\u00f5es detalhadas sobre suas chamadas, incluindo o desempenho em tempo real dos atendentes e tend\u00eancias das chamadas.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"4-maintaining-a-call-center-is-less-expensive\"><strong>4. Manter um call center \u00e9 mais barato.<\/strong><\/h3>\n\n\n\n<p>Os call centers tendem a ser mais baratos que os centros omnichannel. Principalmente no caso dos virtuais &#8211; voc\u00ea s\u00f3 precisa cuidar de algumas coisas primeiro para lan\u00e7ar seu pr\u00f3prio call center. Ent\u00e3o, seus atendentes precisam ser qualificados apenas para fornecer suporte por telefone, em vez de gerenciar todas as consultas de clientes nos canais. O escopo das ferramentas e fun\u00e7\u00f5es do call center tamb\u00e9m \u00e9 diferente, assim como seus custos. <\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"5-there-s-less-risk\"><strong>5. H\u00e1 menos risco.<\/strong> <\/h3>\n\n\n\n<p>Se os seus atendentes tiverem apenas um canal para focar e gerenciar, \u00e9 muito mais f\u00e1cil faz\u00ea-lo corretamente. Quanto mais canais de comunica\u00e7\u00e3o dispon\u00edveis para os clientes, mais dif\u00edcil fica ficar de olho neles e dar a cada consulta do cliente a aten\u00e7\u00e3o que ela merece. Al\u00e9m disso, a comunica\u00e7\u00e3o entre os atendentes tamb\u00e9m fica mais f\u00e1cil &#8211; a equipe de atendimento ao cliente n\u00e3o \u00e9 segmentada e trabalha para um objetivo comum. Todas as informa\u00e7\u00f5es importantes (contatos, hist\u00f3rico do cliente ou dados de desempenho) s\u00e3o mantidas em um s\u00f3 lugar e compartilhadas por toda a equipe. <\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"6-it-s-easier-to-manage-agents-and-their-tasks-efficiently\"><strong>6. \u00c9 mais f\u00e1cil gerenciar os atendentes e suas tarefas de forma eficiente. <\/strong><\/h3>\n\n\n\n<p>Quando voc\u00ea pensa sobre isso, os gerentes de call center podem distribuir as tarefas facilmente entre os atendentes para m\u00e1xima efici\u00eancia em tempo real. Um \u00fanico canal de comunica\u00e7\u00e3o combinado com contatos e objetivos compartilhados torna muito mais f\u00e1cil gerenciar toda a equipe e agir rapidamente sempre que necess\u00e1rio.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"contact-center-vs-call-center-what-s-the-difference\">Contact center vs call center: qual \u00e9 a diferen\u00e7a? <\/h2>\n\n\n\n<p>Como pode ser visto, tanto os call centers quanto os contact centers alavancam a comunica\u00e7\u00e3o telef\u00f4nica at\u00e9 certo ponto e s\u00e3o usados para v\u00e1rios prop\u00f3sitos. As semelhan\u00e7as praticamente terminam a\u00ed, no entanto.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"645\" height=\"633\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/infographics-communication-table.png\" alt=\"Canais de comunica&#xE7;&#xE3;o\" class=\"wp-image-13739\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/infographics-communication-table.png 645w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/infographics-communication-table-300x294.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/infographics-communication-table-200x196.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/infographics-communication-table-456x448.png 456w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/infographics-communication-table-408x400.png 408w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/infographics-communication-table-484x475.png 484w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/infographics-communication-table-400x393.png 400w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/infographics-communication-table-297x291.png 297w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/infographics-communication-table-82x80.png 82w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/infographics-communication-table-138x135.png 138w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/infographics-communication-table-64x64.png 64w\" sizes=\"auto, (max-width: 645px) 100vw, 645px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"does-your-business-need-a-call-center-or-a-contact-center-then\"><strong>Does your business need a <a href=\"https:\/\/test-staging.cloudtalk.io\/enterprise-call-center-solution\/\">call center<\/a> or a contact center, then?<\/strong><\/h3>\n\n\n\n<p>Tanto os contact centers quanto os call centers podem se tornar <strong>um elemento essencial da sua empresa<\/strong>. No entanto, como n\u00e3o s\u00e3o exatamente iguais, voc\u00ea deve escolher qual pode ajud\u00e1-lo a atender melhor seus clientes. Aqui est\u00e1 como:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If your customers prefer calling you &#8211; it\u2019s high time to create a well-functioning call center. In such cases, there\u2019s no need for you to invest in other channels. Powerful call center software like\u00a0<a href=\"https:\/\/test-staging.cloudtalk.io\/pt-br\/\">CloudTalk<\/a>\u00a0can easily provide you with everything your agents and callers need, including\u00a0<a href=\"https:\/\/test-staging.cloudtalk.io\/interactive-voice-response-ivr\/\">IVR<\/a>, advanced call routing, post-call automation, or comprehensive analytics.<\/li>\n\n\n\n<li>If your customers expect you to be present across the channels &#8211; you might want to meet these expectations and set up a robust contact center instead. Omnichannel support can work wonders for your business and your customers, especially if you already have a large company and a lot of versatile agents on board.\u00a0<\/li>\n\n\n\n<li>The choice truly depends on the needs of your customers and the specificity of your business. It\u2019s important to realize, however, that both contact centers and call centers can bring you multiple benefits, including the ability to offer outstanding support.\u00a0<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"the-difference-between-a-call-center-and-a-contact-center-explained\">A diferen\u00e7a entre um call center e um contact center explicado<\/h2>\n\n\n\n<p>Como voc\u00ea pode ver, <strong>a principal semelhan\u00e7a entre call centers e contact centers<\/strong> est\u00e1 no nome. \u00c9 exatamente por isso que \u00e9 dif\u00edcil dizer qual \u00e9 o melhor &#8211; eles podem atender a diferentes prop\u00f3sitos e necessidades.<\/p>\n\n\n\n<p>Essencialmente, um <strong>call center permite que voc\u00ea se envolva com seus clientes por telefone, enquanto um contact center ajuda voc\u00ea a aproveitar uma variedade de canais<\/strong>. No final, voc\u00ea deve levar em conta quais destes canais s\u00e3o os preferidos pelos seus clientes.<\/p>\n\n\n\n<p>Independentemente da escolha que voc\u00ea fizer, voc\u00ea precisar\u00e1 de um software poderoso para ajud\u00e1-lo a executar suas opera\u00e7\u00f5es. Caso voc\u00ea esteja procurando uma solu\u00e7\u00e3o complexa de call center &#8211; veja o que o <a href=\"https:\/\/test-staging.cloudtalk.io\/pt-br\/teste-gratuito-de-14-dias-do-cloudtalk\/\">CloudTalk<\/a> tem a oferecer.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#EBEEFF\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Download a step-by-step buyer&#8217;s guide on how to choose the best call center softeware<\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"477\" height=\"479\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/11\/CT_Web_Banner_General_Illustration_05.svg\" alt=\"ilustra&#xE7;&#xE3;o e-books\" class=\"wp-image-319\"\/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/?page_id=175134\/\">Download here<\/a><\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Os termos &#8216;contact center&#8217; e &#8216;call center&#8217; s\u00e3o frequentemente usados \u200b\u200bde forma intercambi\u00e1vel &#8211; mas a verdade \u00e9 que esses&#8230;<\/p>\n","protected":false},"author":31,"featured_media":205863,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[233],"tags":[],"class_list":["post-118308","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-center-pt-br"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/posts\/118308","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/users\/31"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/comments?post=118308"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/posts\/118308\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/media\/205863"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/media?parent=118308"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/categories?post=118308"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/tags?post=118308"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}