What is Call Center Management?

Call centers are intensely fast-paced environments with plenty of employees, processes and tasks to manage. Call center management refers to how leaders manage the center and includes activities such as forecasting, scheduling, queue management, agent training and coaching, and, of course, ensuring customer contacts are handled professionally and efficiently.

Because call centers are so fast-paced, things can fall apart quickly. Calls can come in well over forecast and agents call in sick, then suddenly the call queue is backed up and average wait times are through the roof. Taking the eye off the ball can wreck the customer experience. That's why best practice call center management techniques are proactive in nature. Effective call center managers are constantly monitoring and adjusting.

Fortunately, there are numerous software tools available to help with call center management efforts. Workforce management applications automate the number crunching that goes into accurate forecasting and agent scheduling, thereby ensuring agents are in the right place at the right time. Sophisticated analytics tools allow leaders to proactively monitor workloads, volume and trends. Training and quality assurance are supported by applications that provide content, scheduling and reporting. Call center management is still an elite skill, but these tools make it more manageable.

How NICE can help

NICE CXone is the market leading call center software in use by thousands of customers of all sizes around the world. We provide solutions that automate and streamline critical call center management tasks. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations. CXone includes:

Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines, simplifying administration and streamlining the user experience.