Call Center Workforce Management Software

Call volumes change constantly. When you try to guess how many seats you’ll need to keep customers happy and still keep costs down, your odds of success are about the same as they would be using a Magic 8 ball. And that’s just forecasting—you have to schedule your agents too. 

inContact Workforce Management Software 2.0 powered by Verint puts an end to the guesswork. Using advanced analysis and data unique to your company, this smart call center WFM helps you predict demand, abandon rates and queue times.  It can also help you optimize your workforce with schedules that take agent skills, preferences and proficiencies into consideration. This helps you minimize your labor costs and ensures your customers have the brand-building quality of service they need, when they want it.

Another huge benefit of inContact's call center WFM is the advanced scheduling capability. You can build schedules around things like agent seniority, preferences, performance and your forecasted demand to ensure the most optimal schedule scenarios.  The WFM software also allows you to assign tasks and includes real-time agent tracking so you know whether an agent is adhering to their assigned schedule or not.  Additionally, agents are able to self-manage with options to request time off and swap schedules with each other via the web interface.