Contact Centre Management

Contact centre management is the way in which organisations manage the daily operations of the contact centre workforce, across multiple touchpoints and channels, in order to accommodate omnichannel customer journeys. Contact centre management includes managing workforce forecasting, agent scheduling, time management, employee empowerment and enrichment, reporting, and customer interactions.

As contact centres expand to offer omnichannel customer journeys that include interactions via digital channels, it is an imperative to integrate all systems into one seamless connection. Organisations that seek to cost-effectively manage their contact centres receive multiple benefits including improved customer satisfaction, revenue growth, engaged employees, and reduced operation costs. Genesys provides everything you need to create a great customer experience through any interaction across multiple departments and locations.

The flexible and scalable Genesys Customer Experience Platform offers these contact centre management benefits:

• End-of-lifecycle ACD replacement
• Innovative customer experience solutions
• Business process optimisation
• Omnichannel customer journey management

Effectively managing the contact centre is a critical component in providing the experience your customers expect. However, effective management is a challenge for most organisations. Siloed data and outdated platforms make things even more complicated. Using a journey-based approach can help you better manage your contact centre and measure your CX to reach your desired goals.

Learn how you can improve customer experience and contact centre performance with customer journeys.