Capterra Glossary
Customer Engagement Center (CEC)
Customer engagement centers (CEC) are a subset of CRM (customer relationship management) software systems that were curated to provide customer support services. Through these systems, customers receive personalized interactions and support, which provides support employees with an opportunity to cut down on certain redundant manual tasks while also having access to collaboration tools and real-time analytics.
What Small and Midsize Businesses Need to Know About Customer Engagement Center (CEC)
SMBs that have a limited number of customer support employees can benefit the most from implementing a customer engagement center (CEC). By reducing the need to perform many of the manual tasks, the support team can focus on improving customer satisfaction and increase overall productivity. Some of the most common tasks included in CEC are diagnosing and resolving problems, managing account information, advisory services, and returns management.
Related Terms
- Customer Relationship Management (CRM)
- Go-to-Market (GTM) Strategy
- Customer Information File (CIF)
- Customer Experience
- Best-in-class
- RM (Relationship Manager)
- CSS (Customer Service and Support)
- Electronic Customer Relationship Management (e-CRM)
- Customer Experience Management (CXM)
- Best-of-breed
- Business Development Representative (BDR)