Business View Magazine | February 2018

154 155 A contact center, call center, or customer interaction center, is an integrated and sometimes automated, communications system leveraging live agents,which coordinates phone and other omnichannel, electronic contacts such as email, instant messaging,web chat, text to chat, social media, etc., between an organization, or compa- ny, and their end users or customers.While some institutions maintain their contact centers in-house, a vast number of do- mestic and international companies prefer to outsource these tasks to service providers, both domestically and international- ly.Over the last decade or so,many of these service providers have placed facilities in various non-U.S. locations, such as India, the Philippines, Canada, throughout Europe, as well as across Central and South America. Contact center agents may handle a high volume of custom- er service interactions on any given day,making efficiency a challenge.Many contact centers place a greater emphasis on FIRST CALL RESOLUTION FIRST CALL RESOLUTION AT A GLANCE FIRST CALL RESOLUTION WHAT: A provider of U.S.-based call center outsourcing solutions WHERE: Eugene, Oregon WEBSITE: www.gofcr.com INNOVATIVE SUPPORT FOR INNOVATIVE COMPANIES