Call center management is the way in which organizations manage the daily operations of the call center, including forecasting, scheduling, employee training, reporting, and all customer interactions. Call center management can be modernized with workforce optimization (WFO) solutions.
When a call center modernizes beyond just phone calls to support digital channels, it is even more critical to integrate these services into one seamless connection. The Genesys Customer Experience Platform offers solutions for call centers to provide a unified and consistent omnichannel customer experience at every touchpoint and channel. The platform preserves context and history across interactions as a customer transitions between channels, which improves customer service levels and customer experience.