What is Call Center Management?

Q: 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.

Call center management

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 through use of workforce optimization solutions.

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

Call center management

Related capabilities

Contact center software

Workforce engagement management

Workforce forecasting and scheduling

Employee performance management