What is Call Centre Management?

Call centre management is the way in which organisations manage the daily operations of the call centre, including forecasting, scheduling, employee training, reporting, and all customer interactions. Call centre management can be modernised with workforce optimisation (WFO) solutions.

When a call centre modernises 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 centres 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.

The Customer Experience Platform offers these call centre management benefits:

• Next-generation contact centre solutions
• Built-in IVR with speech recognition
• Omnichannel customer experience management
• Empowered employees through WFO
• Lower cost to serve through business process optimisation

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