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workforce optimization
Workforce Management
workforce optimization

Produce the industry’s most accurate
and actionable forecasts and schedules

inContact Workforce Management helps you reduce labor waste and achieve your goals with patented technology producing the industry’s most efficient and actionable schedules. With patented forecasting algorithms, organizations will benefit from a variety of forecasting options to meet their business needs. Fully integrated with inContact Customer Interaction Cloud administrative effort is streamlined and simplified.

workforce optimization 

Reduce

Reduce headcount
requirements

Minimize

Minimize administrative
effort and maintenance
requirements

Improve

Improve agent
engagement and schedule
adherence

Generate

Generate intraday
plans for call
volume

Industry-leading workforce management software

 
QM

Improve
workforce
efficiency

Reduce labor waste, maximize agent scheduling efficiency, and improve forecast accuracy while maintaining or improving service level objectives.

  • Increase staffing efficiency
  • Maximize agent scheduling
  • Improve forcast accuracy
  • Match scheduling with skills and requirements
 
QM

Empower
your
agents

Improve the agent experience by giving your agents a voice in their work schedule.

  • Enable agents to manage preferred hours
  • Include temporary adjustments
  • Offer scheduling and vacation bidding
  • Auto-approve requests
 
QM

Gain confidence
in your
forecast

Understand the historical accuracy of your forecasts and gain confidence to take action on intraday adjustments and future schedules.

  • Improve accuracy with automatic tracking aids
  • Receive email notificaitons & alerts
  • Adapt quickly to unexpected changes
 
QM

Simplify
long term
planning

Ensure adequate staff is available when needed and proactively plan for any conceivable volume-impacting events.

  • Accomodate unlimited events
  • Leverage "what if" scenario planning
  • Precisely align future staffing needs
 
workforce optimization
call center software demo

What is Workforce Management Software?

Workforce Management Software enables organizations to forecast volume and schedule the necessary resources to handle the forecasted volume. Modern Workforce Management solutions can forecast volume for all channels to include; voice, email, chat, SMS/text, and social media. An accurate forecast is key in ensure the right amount of resources are available with minimal idol time protecting operational efficiency. Workforce Management systems should also provide the ability to make intraday adjustments based on actual volume arrival and agent schedule adherence. Additionally, there should be a systemic component that aids in the management and scheduling of agent time off needs and shift swaps/adjustments.

workforce optimization

Related Products

Quality
Management


Screen and call recording,
agent self-evaluations,
automated feedback and
work flows.

Performance
Management


Inspire employees to
self-improve and align
with organizational goals.

Surveys


Increase customer satisfaction
with actionable
customer feedback.

Ready to transform the way you achieve
your customer experience goals?

Call us at 1-866-965-7227 to talk
to an inContact specialist

Call

Live chat with
an inContact Specialist

Chat

Learn more about
our solutions

Request a Quote