Call center management software refers to the IT function or process applied to multiple tasks across all operations and all industries. It is a broad concept dealing with large inbound-outbound traffic in Customer Relationship Management. This software allows contact center managers to effectively balance work factors such as optimal staff levels, anticipated workloads, campaign timetables, resource availability and technological capability, all while considering practical elements. This is also known as Workforce Scheduling Software. Call Center Management
Supervisors and call center team leaders are provided with the information and control tools necessary to make fast and accurate workforce and project decisions. This software gives the management a broader and more correct picture of different perspectives or views of call center data. Enterprise-wide or drill-down views can be customized to provide information such as locations, teams, agent groups, projects or individual agents. The package enhances efficiency by allowing managers to set performance thresholds and by providing audio-visual signals or alerts at the managers desk. This also allows supervisors to adapt strategies in real-time. In some packages, there is the facility to allocate personnel and maximize call center productivity. Archive information database is also provided for compliance and client reporting. And there can be web-based reporting that allows managers to reports in any location with Internet access.
There are various packages available for call center management. A few of the favorites online are the N-Focus that gives valuable insight into the operations of call centers, Click Software's Service Optimization Suite, which provides continuity from the strategic decisions made by management months or years in advance to successful execution in the field on the day of service, The Genesys Workforce Management solution that supports the most complex contact center environments and the IEX Total View Workforce Management (WFM) software that provides a centralized platform for optimizing the performance of your contact center.