What is Workforce Management in a Call Center and Best Workforce Management Software for Call Centers

  Published : December 20, 2023
  Last Updated: February 7, 2024
What is Workforce Management in a Call Center and Best Workforce Management Software for Call Centers


Working on a Friday night is not the same as working on a Tuesday afternoon if you’ve ever worked in a restaurant.

Your call center can benefit from the same logic. If you don’t have enough agents scheduled during peak hours, your team may be unable to answer calls quickly, which is inconvenient for your customers. Customers, in fact, expect a faster response time via phone than any other channel.

Workforce management (WFM) data can assist you in forecasting your staffing requirements. Continue reading to find out more about call center workforce management and why it’s worthwhile.

What is Workforce Management in a Call Center and Best Workforce Management Software for Call Centers

Source- https://financesonline.com/call-center-software-statistics/

What Is Workforce Management In A Call Center?

Workforce management refers to the strategies and technologies used by businesses to maximize employee productivity.

Workforce management is a set of processes in a call center that ensures the right number of agents with the right call center skills are scheduled at the right time. This is especially important post-pandemic, as more CX teams embrace long-term remote and distributed staffing strategies.

WFM software for call centers, such as Tymeshift and Assembled, integrates with your support software to provide a data-driven approach to forecasting and scheduling.

Organizations that use workforce management strategies frequently see lower employee churn, higher customer satisfaction, and lower operational costs.

What Is Workforce Management In A Call Center

Source- https://thebusinessblocks.com/workforce-management-guide/workforce-management-statistics/

Workforce Management Software Call Center

Here are a few of the best workforce management software for call centers.

  1. ProHance

ProHance is a workforce management software that helps businesses optimize their workforce, increase productivity, and improve operational efficiency. Organizations can track employee activities, identify bottlenecks, and make informed decisions about resource allocation and process improvements with real-time monitoring and data analytics. 

The software also provides effective scheduling and shift management, ensuring that the appropriate personnel are assigned to the appropriate tasks at the appropriate times. ProHance is a valuable tool for businesses looking for data-driven solutions to streamline operations and maximize workforce effectiveness.

  1. CloudTalk

CloudTalk, a user-centered phone system with over 70 advanced calling features, provides workforce management centered on customer service tools to help providers empower their agents. Mercedes-Benz, Fujitsu, Yves Rocher, Electronic Star, and DHL are among their top clients.

International numbers and languages for more than 140 countries are among the tools that could help agents perform better. CloudTalk strives to improve every customer interaction by utilising voice features, intelligent call routing, statistics, and monitoring.

This management software provides a VoIP suite that is primarily used by sales and customer support teams across a variety of industries. They provide tech, SaaS, fintech, trading, biotech, life sciences, and other solutions to startups, SMEs, and enterprise organizations.

  1. Talkdesk

Through automated forecasting and scheduling, personalized agent coaching, and adherence monitoring, this workforce management platform aims to improve efficiency and teamwork.

According to Gartner, Talkdesk workforce management tools can boost productivity by 19%, reduce attrition by 25%, and boost customer satisfaction by 11%. In addition to tried-and-true tools like analytics and insight, they are constantly innovating with new features like GPT-4 to keep up with the modern world.

Talkdesk provides work management solutions for BPOs, small and medium businesses, and enterprise-level organizations. Companies can search for tools based on their role, solution type, and business size to create a custom plan that meets their requirements. They also provide tailored solutions for the financial, retail, and healthcare industries.

Also Read: Workforce Management Process: Definition, Modules, Benefits, and Tool for Implementation

  1. Ameyo

Ameyo is a customer service experience and contact center provider that provides businesses with the tools they need to manage their agents and improve customer interactions. Many businesses choose Ameyo for their customer support needs, with some reporting a 60% increase in productivity.

Ameyo, when combined with a workforce management system, enables organizations to better meet the needs of their customers through improved training, comprehensive agent monitoring, and in-depth call tracking. The map conversation journey is an especially useful tool because it can help agents better understand customers by preserving the context of the conversation.

Ameyo provides flexible plans to startups, small and medium-sized businesses, and enterprise organizations in a variety of industries, including banking, BPO, education technology, insurance, healthcare, and e-commerce.

  1. Five9

Five9 is a cloud-based contact center and performance management solution for scheduling, adherence, intraday updates, and forecasting. This WFM software uses real-time data to apply automated tools that smooth out road bumps. 

With automated scheduling that takes shift bidding and skills-based requirements into account, this platform provides more flexibility to agents and representatives. Once agents are integrated into the workflow, managers can monitor their progress in real-time to ensure they are staying focused and provide them with additional assistance as needed.

Five9 offers plans for enterprise, mid-market, and small businesses, as well as healthcare, financial services, retail, higher education, and customer service. You can also look for solutions by role to find the best tools for agents, managers, or overall business strategy.

  1. Bitrix24

Bitrix24 provides HR tools and workforce management automation for remote and in-office teams, in addition to CRM, project management, and collaboration tools. Bitrix24 has over 12,000,000 organizations on their client list that use their tools for productivity, communication, mobility, management, and leadership.

Part of what makes Bitrix24 appealing to many users is that it replaces all current SaaS tools and allows for simple data migration from other systems. This employee scheduling platform also provides a social environment in which agents can create profiles, like and comment on content, share content, and message one another.

Bitrix24 provides solutions for a wide range of industries, including solo operations, small businesses, and enterprise-level organizations. They have worked in a variety of industries, including legal, retail, and travel.

Also Read: Unlocking Efficiency: Your Guide to Tackling Overtime in BPO and IT Companies


Workforce management in a call center entails effectively planning, scheduling, and supervising the workforce to ensure that the appropriate number of skilled agents are available to handle customer calls effectively. Demand forecasting, scheduling tools, real-time monitoring, and performance analytics should all be included in the best Workforce Management Software for call centers. Verint, Aspect Workforce Management, and NICE inContact are some popular choices.

In simple terms, it’s similar to staffing a restaurant with the appropriate number of chefs during the dinner rush to ensure that food is served quickly and deliciously. In a call center, for example, this software ensures that there are enough agents to handle customer inquiries quickly, resulting in better customer service. It all boils down to having the right people in the right place at the right time with the right skills.

Frequently Asked Questions

Q1: How does Workforce Management affect call center agents?

Workforce Management can help agents by providing fair schedules, reducing burnout, and increasing overall job satisfaction. When done correctly, agents frequently report a better work-life balance and less stress.

Q2: Can Workforce Management Software handle unexpected changes like call surges?

Yes, many Workforce Management Software solutions are designed to be flexible. They can reassign agents, update schedules in real-time, and help call centers respond to unexpected changes, such as an increase in customer calls, more effectively.

Q3: How can Workforce Management improve customer service in call centers?

Workforce Management ensures that enough agents are available to respond to customer inquiries as quickly as possible. As a result of this, there is a shorter wait time. and more customer satisfaction.

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