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What is Call Centre Management?

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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.

How Genesys can help

When a call centre modernises 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 centres 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 centre management benefits:

Next-generation contact centre solutions
Omnichannel customer experience management
Empowered employees through WFO
Lower cost to serve through business process optimisation

Get this checklist to learn the key benefits of choosing the right technology provider that delivers the optimal integrated call centre solution.

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.