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What is Call Center Management?

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.

How Genesys can help

When a call center modernizes beyond phone calls to support digital channels, it’s 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 touch point and channel. The platform preserves context and history across interactions as a customer transitions between channels. And this improves customer service levels and customer experience.

The customer experience platform offers these call center management benefits:

  • Next-generation contact center solutions
  • Omnichannel customer experience management
  • Empowered employees through WFO
  • Lower cost to serve through business process optimization

Read this ebook to learn the key benefits of choosing a technology provider that delivers the optimal integrated call center solution.