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 analysis of customer interactions across omnichannel journeys.

As call centers evolve into contact centers, businesses are adapting to support omnichannel customer journeys. Such journeys may start with a customer making an inquiry initially via an SMS message that results in a chatbot interaction, but that may eventually get 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, with 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.