Contact center managers home
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Complete the supervisor training, or proceed through the various setup tasks for your contact center, step-by-step.
Contact center
Configure settings for contact center agents, such as adding ACD skills, adding wrap-up codes, managing queues, and creating canned responses.
Outbound dialing
Manage outbound dialing campaigns with options to run sequences of campaigns or through scheduling.
Interaction routing (ACD)
Dynamically match customer interactions and agents.
Quality management
Manage policies for recording, evaluation, and calibration policies, assign and complete evaluations, and analyze results.
Contact center performance
See dashboards and views, work with queue and management tools, set and receive alerts, and generate reports to check the current and past performance of your contact center.
Scripting
Scripts are on-screen instructions that help agents process calls. Scripts present details about a caller or contact to the agent, often with fields for collecting or updating information.
Workforce management
Create and monitor management units, make configuration changes, develop short-term forecasts, create and publish schedules, and evaluate intraday differences between forecast and actual values.
Speech and text analytics
Configure automated speech and text analytics for interactions to provide deep insight into customer-agent conversations.
Workforce Engagement Management
Drive employee engagement to enhance business outcomes with features such as workforce management, quality management, and speech and text analytics.
Performance management
Manage and track employee performance by enabling learning, development, and gamification for your organization.
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