Shadowing Practice: What is Contact Center? - Learn English Speaking with Video
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45 משפטים
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1
Have you heard about the contact center?
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From which aspects should I evaluate a contact center solution?
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How can I choose between a contact center and a call center?
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Well, we will answer all these questions and ask you all with simple language in this video.
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So here we go.
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A contact center is a central platform that merges all customer interactions from various channels.
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It usually helps a company offer customer services, conduct outbound marketing or sales, and gather information.
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Well, the key here is various channels.
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So, what channels?
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Nowadays, people have an explosive, diverse range of ways to communicate.
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Your customers may reach you through instant chatting tools like WhatsApp and live chat from your website.
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Some may prefer emails or even at you from social media.
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As a morning company, you shall be available on all these channels.
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It may sound easier than it is.
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So just think about it.
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There are many possible platforms for each type of channel.
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For example, for social media.
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There's Facebook, Instagram, X, LinkedIn, and more.
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As a company, you need to maintain all these platforms.
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So you need a dedicated team for each channel and keep them coordinated.
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It can be a mess sometimes.
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Well, that's exactly why you need a contact center.
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A key advantage of a contact center is its ability to provide a seamless
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and consistent customer experience across all channels by integrating various communication platforms.
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For instance, a contact center agent has one single interface that merges all channels,
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meaning that all messages from different channels are received on one interface of the agent.
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Messages should be clearly labeled so agents know from which channel they enter.
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And of course, agents can respond to these messages right from this unified interface.
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In the meantime, to ensure a high level customer experience.
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Features like message queues, session transfer, chat to audio, call interswitch, and chat history tracking should all be included.
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Additionally, the QA functions like satisfaction rate and chat logs are also essential.
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Furthermore, the advanced contact center also needs to be capable of integrating with CRM systems,
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analytics, and performance monitoring tools to ensure efficiency and effectiveness.
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So, it is also vital for a contact center to be compatible with as many CRMs as possible.
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Well, as for now, many contact centers have introduced the AI to assist human agents, like chatbot, message extraction, and searching tools.
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These features mainly focus on providing advanced service for customers with higher needs.
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How do we choose between a call center and a contact center?
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If the customers' interactions privately happen over phones, a more economical call center should be the right choice for you.
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It's a dedicated phone call solution that can handle massive calls.
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However, the contact center will be better option if if you need to be available via digital channels.
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Now we're clear with the concept of the contact center.
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If you're searching for a solution, come and check with Yaystar.
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We got the answer for you.
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Check in the description to get the details.
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By the way, as always, feel free to grab the free trial from the description and I'll catch you guys in the next one.
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Vocabulary and speaking notes for this lesson
This video has 45 sentences and 536 words to shadow. The speech runs for 3:48. The speaker talks at a steady 141 words per minute, a comfortable pace for shadowing. 83% of the words are among the 3,000 most common in English; the rest is worth studying before you start.
Key vocabulary in this video
15 less common words from the video, with pronunciation and meaning:
- interface /ˈɪn(t)ɚˌfeɪs/ (noun) — The point of interconnection or contact between entities.
- interaction /ˌɪn.təˈɹæk.ʃən/ (noun) — The situation or occurrence in which two or more things act upon one another to produce an effect; the effect resulting from such a situation or occurrence.
- merge /mɝd͡ʒ/ (verb) — To combine into a whole.
- integrate /ˈɪn.tɪ.ɡɹeɪt/ (verb) — To include as a constituent part or functionality.
- dedicate /ˈdɛdɪˌkeɪt/ (verb) — To set apart for a deity or for religious purposes; consecrate.
- consistent /kənˈsɪs.tənt/ (adjective) — Of a regularly occurring, dependable nature.
- audio /ˈɔ.di.oʊ/ (adjective) — Focused on audible sound, as opposed to sight.
- label /ˈleɪ.bəl/ (noun) — A small ticket or sign giving information about something to which it is attached or intended to be attached.
- assist /əˈsɪst/ (verb) — To help.
- aspect /ˈæspɛkt/ (noun) — Any specific feature, part, or element of something.
- efficiency /ɪˈfɪʃ.ən.si/ (noun) — The extent to which a resource is used for the intended purpose.
- vital /ˈvaɪtəl/ (adjective) — Relating to or characteristic of life.
- introduce /ˌɪntɹəˈdus/ (verb) — To cause (someone) to be acquainted (with someone else).
- log /lɔɡ/ (noun) — The trunk of a dead tree, cleared of branches.
- monitor /ˈmɑ.nɪ.tɚ/ (noun) — Someone who watches over something; a person in charge of something or someone.
Phrasal verbs you will hear
- check in (verb) — To announce or record one's own arrival at a hotel, airport etc.
- search for (verb) — Synonym of look for.
- think about /ˈθɪŋk əˌbaʊt/ (verb) — To ponder.
Pronunciation to watch
The speaker uses 3 contractions and reduced forms, such as I'll, we're, you're. Say them the short way, as you hear them.
- The “th” sounds: gather /ˈɡæðɚ/, furthermore /ˈfɜː(ɹ).ðə(ɹ)ˌmɔː(ɹ)/
- The “sh” and “zh” sounds: interaction /ˌɪn.təˈɹæk.ʃən/, efficiency /ɪˈfɪʃ.ən.si/, satisfaction /sætɪsˈfækʃən/, extraction /ɪkˈstɹækʃən/
- Long words — get the stress right: interaction /ˌɪn.təˈɹæk.ʃən/, efficiency /ɪˈfɪʃ.ən.si/, communicate /kəˈmjuːnɪkeɪt/, satisfaction /sætɪsˈfækʃən/, effectiveness /ɪˈfɛk.tɪv.nɪs/
How to practise with this video
- Listen to the whole video once without speaking and note the words you do not know.
- Shadow it sentence by sentence at normal speed, repeating each one until your rhythm matches the speaker.
- Record yourself and compare with the original, paying attention to words like interface, interaction, merge.
דקדוק בסרטון הזה
המבנים שהדובר משתמש בהם הכי הרבה, עם המילים המדויקות מהסרטון:
| מבנה | בסרטון |
|---|---|
| סביל (Passive voice) be + past participle — הדגש הוא על מה שקורה, לא על מי שעושה את הפעולה | are received · should be clearly labeled · be included |
| הווה מושלם (Present perfect) have/has + past participle — פעולה שקרתה בעבר ועדיין יש לה חשיבות או השפעה עכשיו | Have you heard · have introduced |
מהי טכניקת השאדואינג?
שאדואינג היא טכניקת למידת שפה מבוססת מדע שפותחה במקור להכשרת מתורגמנים מקצועיים ופופולרית על ידי הפוליגלוט ד"ר אלכסנדר ארגואלס. השיטה פשוטה אך עוצמתית: אתה מקשיב לאודיו באנגלית ילידית וחוזר עליו בקול רם מיד — כמו צל העוקב אחרי הדובר עם עיכוב של 1–2 שניות בלבד. בניגוד להאזנה פסיבית או תרגילי דקדוק, שאדואינג מכריח את המוח והשרירים בפה לעבד ולשחזר דפוסי דיבור אמיתיים בו זמנית. מחקרים מראים שזה משפר משמעותית את דיוק ההגייה, האינטונציה, הקצב, הדיבור המחובר, הבנת השמיעה ושטף הדיבור — מה שהופך אותו לאחת השיטות היעילות ביותר להכנה לIELTS Speaking ולתקשורת באנגלית בעולם האמיתי.