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Glossary

Contact Center Management

TTEC | Glossary | Contact Center Management

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