Contact Center Management

Since staffing can account for up to 70 percent of your costs, it’s important to schedule and manage employees effectively. With inContact Workforce Management, align your team’s skills and proficiencies with your objectives to create schedules that optimize everyone’s preferences and needs. Employees are happy, scheduling is easier, and everyone wins with contact center management.

Targeting areas where your agents need improvement can be a time-consuming task. With inContact Quality Management, you can capture and easily review their customer interactions. By monitoring their performance, you can give helpful feedback and deliver training targeted to agents’ greatest areas of need. You can also link coaching to customized scorecards and eLearning assignments.

To understand your call center’s performance, you need regular reports and the ability to quickly analyze data in order to pinpoint areas of over- and under-performance. Use CXone Reporting and Analytics to track over 100 industry metrics. With historical analytics, you can benchmark important trends and pinpoint areas that need additional attention. Use customizable dashboards to quickly track real-time data so you can take immediate action.

With the Supervisor interface, you can manage your busy contact center from any location using your iPad. Stay involved by monitoring and identifying issues, even when you’re away from the office, with our mobile application. You’ll get real-time reporting to monitor queues and SLA adherence. You can also quickly take action, such as managing queues and assigning agents, with the swipe of a finger.