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Customer Engagement Center (CEC)

Definition - What does Customer Engagement Center (CEC) mean?

A customer engagement center (CEC) is a comprehensive system for multichannel customer service and support. This type of office and system assists businesses in making sure that customer interactions are consistent and effective.

Techopedia explains Customer Engagement Center (CEC)

One thing that a customer engagement center (CEC) might do is to gather information from different portals or channels, including various social media platforms, and provide protocols for dealing with customers on the phone or in digital environments.

IT professionals design sets of business process technologies to figure out how best to interact with customers in any given situation. These systems are often built on top of simple call center operations to help guide each individual worker's interactions with customers. For example, with better current information about the customer, call center workers can say the right things and generally satisfy the customer's needs, while appearing more intelligent about the customer’s relationship with the business. Many CECs offer features like:

  • Real-time analytics
  • Mobile-enabled platforms
  • Peer-to-peer support
  • Integration with company telephony

Because customer service is now so critically important to many service businesses, a CEC can be a good investment in making sure that things are done right every time a staff member interacts with the customer, no matter how these interactions take place.

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