What is the difference between contact centre concept and principles in a contact centre?

The concept of a contact center refers to the overall idea and structure of a centralized hub for handling customer interactions. Principles in a contact center, on the other hand, are the fundamental guidelines and values that govern how customer interactions are managed within that center, such as providing Excellent customer service, effective communication, and continuous improvement. In essence, the concept outlines the structure, while principles guide the behavior and practices within the contact center.