What is Contact Center Management?
Contact Center Management (or Call Center Management) is the specific way companies manage the daily operations and agent performance in the call center work environment to enable superior contact center performance and exemplary customer satisfaction scores.
Contact center management companies are located in the United States and other countries, and they focus on improving internal business processes to create and deliver exceptional customer interactions related to a brand’s products and services.
TTEC’s workforce management capabilities focus on proactive problem solving to maintain an effective contact center by improving the onboarding process and rolling out efficient training programs to reduce high turnover rates. We manage daily operations – including forecasting, scheduling, employee training, reporting, workforce management, and all customer interactions – all while decreasing operation costs.
Additional Contact Center Management Resources
- Why and How to Outsource Your Contact Center Operations: Learn the pros and cons of the different types of customer service and sales outsourcing options available to today’s brands – and how doing so can ensure superior call center management.
- 4 Easy Ways to Maximize Your Back Office: Disorganized business processes in the back office can lead to low employee morale, unnecessary rework, and high turnover rates. Effective workforce management alleviates the pain.
- 3 Must-Haves for Successful Long-Term Remote Contact Center Management: Effectively managing at-home workforces requires more than online tools. Long-term success depends on three critical factors.
- 6 Reasons Workforce Management Outsourcing Makes Strategic Sense: Contact center leaders say workforce management is crucial to an effective contact center, but why (and how do you know you’re doing it right)?