Prática de Shadowing: What is Contact Center? - Aprenda a falar inglês com vídeo
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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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Vocabulário e dicas de fala para esta lição
Este vídeo tem 45 frases e 536 palavras para praticar shadowing. A fala dura 3:48. O falante mantém um ritmo estável de cerca de 141 palavras por minuto, confortável para o shadowing. 83% das palavras estão entre as 3.000 mais comuns do inglês; vale a pena estudar o restante antes de começar.
Vocabulário principal deste vídeo
15 palavras menos comuns do vídeo, com pronúncia e significado:
- interface /ˈɪn(t)ɚˌfeɪs/ (substantivo) — interface. The point of interconnection or contact between entities.
- interaction /ˌɪn.təˈɹæk.ʃən/ (substantivo) — interação. 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/ (verbo) — unir, convergir. To combine into a whole.
- dedicate /ˈdɛdɪˌkeɪt/ (verbo) — dedicar. To set apart for a deity or for religious purposes; consecrate.
- consistent /kənˈsɪs.tənt/ (adjetivo) — consistente. Of a regularly occurring, dependable nature.
- audio /ˈɔ.di.oʊ/ (adjetivo) — auditivo. Focused on audible sound, as opposed to sight.
- label /ˈleɪ.bəl/ (substantivo) — etiqueta, rótulo. A small ticket or sign giving information about something to which it is attached or intended to be attached.
- assist /əˈsɪst/ (verbo) — assistir, prestar assistência. To help.
- aspect /ˈæspɛkt/ (substantivo) — aspeto, aspecto. Any specific feature, part, or element of something.
- efficiency /ɪˈfɪʃ.ən.si/ (substantivo) — eficiência. The extent to which a resource is used for the intended purpose.
- vital /ˈvaɪtəl/ (adjetivo) — vital. Relating to or characteristic of life.
- introduce /ˌɪntɹəˈdus/ (verbo) — apresentar. To cause (someone) to be acquainted (with someone else).
- log /lɔɡ/ (substantivo) — tora. The trunk of a dead tree, cleared of branches.
- monitor /ˈmɑ.nɪ.tɚ/ (substantivo) — monitor, observador. Someone who watches over something; a person in charge of something or someone.
- instant /ˈɪnstənt/ (substantivo) — instante, momento. A very short period of time; a moment.
Phrasal verbs que você vai ouvir
- check in (verbo) — fazer o check in. To announce or record one's own arrival at a hotel, airport etc.
- think about /ˈθɪŋk əˌbaʊt/ (verbo) — pensar em, pensar sobre. To ponder.
Pronúncia para ficar de olho
O falante usa 3 contrações e formas reduzidas, como I'll, we're, you're. Diga-as na forma curta, do jeito que você ouve.
- Os sons de “th”: gather /ˈɡæðɚ/, furthermore /ˈfɜː(ɹ).ðə(ɹ)ˌmɔː(ɹ)/
- Os sons de “sh” e “zh”: interaction /ˌɪn.təˈɹæk.ʃən/, efficiency /ɪˈfɪʃ.ən.si/, satisfaction /sætɪsˈfækʃən/, extraction /ɪkˈstɹækʃən/
- Palavras longas — acerte a sílaba tônica: interaction /ˌɪn.təˈɹæk.ʃən/, efficiency /ɪˈfɪʃ.ən.si/, communicate /kəˈmjuːnɪkeɪt/, satisfaction /sætɪsˈfækʃən/, effectiveness /ɪˈfɛk.tɪv.nɪs/
Como praticar com este vídeo
- Ouça o vídeo inteiro uma vez sem falar e anote as palavras que você não conhece.
- Faça shadowing frase por frase na velocidade normal, repetindo cada uma até o seu ritmo ficar igual ao do falante.
- Grave a sua voz e compare com o original, prestando atenção a palavras como interface, interaction, merge.
Gramática neste vídeo
As estruturas que o falante mais usa, com as palavras exatas do vídeo:
| Estrutura | No vídeo |
|---|---|
| Voz passiva be + particípio passado — o foco está no que acontece, não em quem faz | are received · should be clearly labeled · be included |
| Present perfect have/has + particípio passado — uma ação passada que ainda importa agora | Have you heard · have introduced |
O que é a Técnica de Shadowing?
Shadowing é uma técnica de aprendizado de idiomas com base científica, originalmente desenvolvida para o treinamento de intérpretes profissionais. O método é simples, mas poderoso: você ouve áudio em inglês nativo e repete imediatamente em voz alta — como uma sombra seguindo o falante com 1-2 segundos de atraso. Pesquisas mostram melhora significativa na precisão da pronúncia, entonação, ritmo, sons conectados, compreensão auditiva e fluência na fala.