What is Contact Center Management?

Contact center management is the way a business manages the daily operations of its contact center workforce and contact center software to deliver consistently exceptional customer experiences across omnichannel customer journeys. Contact center management includes workforce scheduling and forecasting, agent scheduling and time management, employee engagement and empowerment, reporting and analytics and the routing, reporting, and analytics of customer interactions across omnichannel journeys.

As call centers evolve, businesses are adapting to support omnichannel customer journeys, creating contact centers. Such journeys may start with a customer making an inquiry initially via an SMS message that results in a chatbot interaction but eventually gets elevated to a voice conversation with a contact center agent. Contact center management is the combination of contact center software, business practices and policies used to operate such an environment and have consolidated holistic visibility into performance across every touchpoint.

Companies that are evolving to manage digital first omnichannel contact centers are meeting their customers where they want to interact resulting in increased revenues and higher customer satisfaction. Approaching contact center management holistically ensures these goals are met while streamlining operations and proactively managing costs.

How NICE can help

NICE CXone is a true digital first omnichannel customer experience platform delivered in the cloud offering these contact center management benefits:

  • Modern ACD providing digital first omnichannel routing and increased business agility
  • Integrated and comprehensive workforce management solutions to engage and empower contact center agents to achieve business goals
  • Automation and artificial intelligence (AI) capabilities to enhance the customer experience and automate routine agent tasks
  • Omnichannel customer journey management

For years contact center management was a collection of disparate tools where the buyer was left to integrate them together. This is no longer the case. CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines, simplifying administration and streamlining the user experience.