As a customer myself, I don’t like to wait in long queues to get my call connected with the Customer Care Executive. With E-commerce growing so fast, the need for capable workforce management software for call centers has only become inevitable.
Getting queries solved fast is something we all desire. But how do you manage the employees and time? Knowing when the rush hour is high and low should be in the system. When the call traffic is high, managing the staff becomes difficult only if you don’t have call- center software and workforce management tools.
You can also manage payrolls and workflows, create a better working environment for employees, and more. This all leads to one thing: better customer experience. If a customer is frustrated because of not being able to connect with an agent, then it might lead to the loss of a potential customer.
I think AI has become a game-changer in this particular segment. Majority of the queries that don’t need personal assistance by agent are solved by AI during the call. Even the customers are happy, that they don’t have to wait even slightly. So, we have prepared a list of software that is capable of not only performing traditional work but also AI-oriented.
10 Best Workforce Management Software for Call Centers are:
1. CrmOne
Call centers require a suite of technologies to operate in the best way. CrmOne offers Automated Call Distribution so that incoming calls are routed intelligently to available agents, minimizing wait times. Interactive Voice Response (IVR) systems allow callers to self-serve by navigating menus and completing tasks independently.
Call Tracking and Analytics provide valuable data on call volume, duration, and call agent availability and performance, enabling data-driven improvements. Call Recording and Monitoring allow for quality assurance, training purposes, and dispute resolution. All these features are offered by CrmOne.
Its AI ‘Aeri’ has been making headlines since its launch. An intelligent and fast-working AI that reduces half of your burden by automating the routine work and even the complicated ones.
Let’s say a customer called and all the agents are busy on other calls, then this AI will solve the queries of customers, so that they don’t feel unimportant, instead are feel valued. It builds a strong relationships with customers.
It also offers auto-call dialing, simplifies outbound calling by automating the dialing process, and call center efficiency, allowing agents to focus on meaningful conversations rather than repetitive tasks. These features help call centers save time and maximize efficiency.
Features like call logging and caller identification provide valuable insights into agent performance and customer behavior. Managers can review conversations for quality assurance, training, or dispute resolution purposes.
CrmOne integrates with telephony systems, allowing agents to make or receive calls directly from the CRM interface using a simple click-to-call feature. This eliminates manual dialing errors and centralizes all communication data for better organization and decision-making.
The workforce management tools by CrmOne assist managers with advanced scheduling and performance monitoring capabilities.
The system also supports fair lead distribution based on agent skills and past performance, ensuring a balanced workload across teams.
2. Shifts by Everhour
If you are looking for a versatile tool that is made particularly for call center, to simplify operations, then Shift is your go-to solution. The abruptness in the management can be solved by aligning the scheduling process, allowing managers to optimize staff allocation.
From having a user-friendly interface to simplifying the scheduling of shifts, you can maintain the call center operations more accurately, even during peak times. See, it’s the ‘rush-hour’ that you have to be well attentive, and let these workforce management software for call centers do all the work.
As said earlier, AI is something we can’t rule out now. Is AI just an Assistant? Not today. It has become a companion. From analyzing historical data to predict staffing needs based on volume forecast, to saving your resources every now and then, AI is a prominent part of Call centers now.
Track employee performance and attendance so you can know about the level of employee productivity. Also it can integrate easily with other tools that are commonly used in call centers.
3. Connecteam
Say hello to Tech! Here is Connecteam that has evolved from its basic functionalities. And now is offering easy and smart shift scheduling, so managers can customize work schedules based on preferences and qualifications that makes it easier to fill shifts with the right personnel. Also, it has a simple user interface with drag-and-drop capabilities, templates, and other shortcuts.
Talk about uniqueness! It has built-in conflict detection system, that automatically identifies scheduling conflicts before they become issues. Hence, reduce the errors such as double booking shifts or assigning employees who are unavailable due to any reasons.
It has online checklists, forms and reports. You can get customer complaints reports, daily reports, and more. Employees can clock in on their phone from their Shift, meaning you have all hours recorded to their individual timesheets. Simplify your payroll process and create data-driven reports to grow your business.
Connecteam promotes smooth communication among team members through integrated messaging tools, enabling quick adjustments to schedules as needed.
4. Sling
From small to large size of call center operations call centers, Sling is one of the best workforce management software for call centers. From having an intuitive interface that simplifies the scheduling process and works on amplifying the capability of employees.
If you are a manager, then don’t miss out on demand forecasting feature, that anticipate staffing needs based on historical data and expected call volumes. Strategic planning, quality management, and resource allocation can be done.
Sling provides tools for employee communication and engagement. Teams can easily share updates, announcements, and schedule changes through the platform. The ability to track employee availability and preferences further enhances the scheduling process.
Sling also includes reporting features that allow managers to analyze workforce performance metrics such as attendance and productivity levels. It focuses on operational efficiency and reducing labor costs.
Employees can clock in and out from a central kiosk, which can be done from their phones. Also you can enable GPS geofencing to verify teammates are on-site when they clock in. Assign an individual task, so each employees know what to do.
Let’s dig into detail! You can instantly sync timesheets to payroll. A big relief for HR. Stay compliant and give your employees ample rest time. Also, Don’t forget where are the documents of employees. These scenarios happen mostly when the call centers are big. Hence, keep track of credentials with employee documents.
5. Talkdesk
Talk about different approaches, and Talkdesk is the epitome of it. From offering a range of features that support effective scheduling processes and still working on performance management, it has been acing it.
It uses AI to generate accurate forecasts, automates scheduling process based on shift template, break rules, agent skills. Also, team leaders and managers can monitor and compare actual behavior with scheduled activities.
Know how many calls you received, when the agent was available, and when not by using the analytics feature. The managers are well informed and this creates a sense of strategic planning with the team.
As typical CRM, it has Omnichannel capabilities, so agents can handle customer inquiries on different channels smoothly, including voice calls, chat and email. This improves satisfaction and manages workloads.
Not only customer but also agent experience is great with this workforce management software for call centers. A unique chatbot that is designed to process open-ended change requests and provide 24/7 on-the-go access, contact center software is available on both iOS and Android.
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6. Genesys
Laced with intelligent forecasting that uses historical data and advanced algorithms to predict staffing needs accurately. Employee turnover is costly. It offers personalized skill development, real-time support, and other tools that empower the team.
It has AI accelerators, so you can meet KPIs for more growth. The skills are enhanced; performance is high instead of workload. It has Gamification tools that motivate agents by aligning their personal goals with business outcomes.
The dashboards provide agents with immediate feedback on their progress. Also, it prioritizes a human-centric approach to workforce management by using advanced analytics to identify performance patterns and training needs.
The integration of sentiment analysis and agent empathy analysis enables managers to provide targeted coaching, thereby improving individual and team performance.
Manage your entire contact center from a central hub, no matter where your CX teams are located globally. Get full visibility into key contact center metrics, agent performance, and customer experience across channels in real-time.
7. Verint
One of the revolutionizing workforce management solutions is software for call centers with an intent to manage the workforce and give customer satisfaction and employee engagement.
Peak points: It has a user-friendly, cloud-based interface, so complex tasks like scheduling tasks are simplified. This allows the demands of customers to be heard and allows organizations to give high service levels without overwhelming employees.
The platform’s design reduces the number of clicks required for scheduling, that makes it easier for managers to oversee operations on different channels and locations. The emphasis on employee flexibility and work-life balance is something that is appreciated in this software.
Its mobile app lets agents manage their schedules on-the-go that can carter quick adjustments such as shift swaps or time-off requests with automated approval processes. The integrations is AI-driven. It uses AI tools like TimeFlex Bot that lets employees schedule changes without any managerial intervention.
The platform also supports back-office operations with specialized scheduling tools that account for workload volumes and deadlines, ensuring that efficient schedules and resources are allocated efficiently across all departments.
8. Alvaria
‘Motivation’ One word with powerful impact, well it’s the motto of this software for contact centers. It transforms daily routines into rewarding experiences for contact center agents. It has public leaderboards, competitions, and recognition programs.
This boosts morale and leads to lower turnover rates, as employees feel more connected and valued in their roles. It creates a supportive environment that translates into better customer interactions and satisfaction.
Automation is a key component of Alvaria’s approach to a modern contact center, significantly reducing the administrative burden on agents. The ability to track intraday performance and adjust strategies based on key performance indicators (KPIs) ensures that contact centers can respond swiftly to changing demands.
Alvaria promotes continuous learning and development through its community-driven support system. The Alvaria Community provides users with 24/7 access to peer collaboration, knowledge sharing, and real-time updates on product enhancements.
9. NICE
NICE uses advanced technology. It has an Omnichannel forecasting that uses patented AI and ML algorithms. This allows you to predict business demands and create optimized schedules and service-level agreements.
The platform provides tools that can improve agent productivity, schedule adherence and overall employee satisfaction, fostering a culture of accountability and agility. Features such as self-service scheduling empower agents to manage their shifts, request time off, and bid for preferred schedules without managerial intervention.
The mobile app enhances visibility and flexibility, allowing agents to stay informed about their performance and scheduling changes in real time. This level of engagement not only boosts agent productivity and morale but also contributes to a more responsive and motivated workforce.
It emphasizes precise long-term workforce planning through proactive modeling of complex workforce scenarios. This capability ensures that organizations are adequately staffed both now and in the future, avoiding unnecessary labor costs associated with digital channels that require different operational behaviors.
10. CloudTalk
For modern call centers, it is a perfect solution. With features like automated call distribution, the inbound calls are intelligently routed to the most qualified and available agents based on data. Hence, wait times are minimized, and agent interactions are maximized.
The platform also includes a multi-level interactive voice response (IVR) system, allowing businesses to create customized menus that guide callers through various options so that they reach the right department quickly.
In addition to its routing and IVR features, CloudTalk offers call queuing and call recording functionalities that enhance the customer experience. Customizable call queues allow organizations to manage high call volumes efficiently, while personalized messages keep callers informed during their wait.
The customer card feature provides agents with instant access to caller information, including interaction history and notes, which significantly enhances service delivery. CloudTalk also emphasizes workforce optimization through advanced scheduling and forecasting tools.
Conclusion:
A workforce management software for call centers is something that reduces your burden. However, AI and Tech can not technically take over the whole work of call centers because, at times, human intervention becomes mandatory. However, using Tech and AI can lead to significant changes that managers can observe after implementing such proper workforce management software.
When customers are satisfied, they bring in more customers by mouth advertising, and this has been one of the most effective ways of marketing. Investing in such software will bring in more revenues than expected. So, choose the right tools that best align with your team members.
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