Omnichannel Management
What is Omnichannel Management?
Upstream Works provides tools and insights to help enterprise call center management leverage agents and teams for maximum efficiency and better contact center results. Real-time omnichannel visibility, control and historical reports equip management with data to make operational improvements for improved business outcomes.
Omnichannel management is the supervisory and administrative side of running a contact center that handles many channels. It brings together real-time views of queues, agent states and service levels across voice and digital channels, controls for adjusting staffing and routing during the day, and historical reporting for planning and review.
Without a combined view, supervisors may manage each channel in isolation and miss where work is building up. With one, they can move agents between channels, spot problems early and see how changes affect results. Typical measures include service level, abandonment, occupancy, handle time and resolution, compared across channels and teams over time.
Related: Supervisor desktop, Consolidated administration console, Omnichannel contact center, UW Insights.