Contact centers are supposed to back your services. To support customers at an instant whether via text, calls or emails. This is the whole point - To be there. To answer questions. To help customers order a product or sign up for your program.
So why do they have such a nightmare reputation? Because, many were a nightmare to deal with in the past – a time suck that led to dead ends, a cold voice on the other end, or endless prompts. (Please hold, while we shake our heads.)