Optimize contact center staffing and scheduling with Talkdesk Workforce Management.
Automate agent scheduling, improve agent management, and provide a better agent experience.
Contact Center Workforce Management Software features.
Intelligent forecasts
Leverage artificial intelligence to generate extremely accurate forecasts based on historical and real-time data.
Automated scheduling
Automate and optimize the scheduling process based on shift templates, break rules, agent skills, and KPI goals.
Analytics & Insights
Create customizable dashboards and reports to analyze key metrics and make better decisions.
Omnichannel support
Generate forecasts and schedules that support your omnichannel workflows.
Adherence monitoring
Accurately monitor and compare actual agent behavior with scheduled activities.
Smart agent requests workflow
Manage agent requests through a conversational chatbot and a streamlined workflow that automatically updates schedules for approved changes.
Talkdesk Schedule mobile app
Provide agents with 24/7 on-the-go access to their scheduled shifts.
Agent-centric experience
Reduce agent turnover through support for training, remote work, flexible scheduling, and overall work-life balance.
Welcome to the next generation of contact center workforce management.
Talkdesk Workforce Management™ combines powerful artificial intelligence and automation with a remarkably intuitive user experience to help you optimize staffing and scheduling decisions, reduce administrative effort, and deliver a better experience for your agents. Contact center workforce management software streamlines operations through automated, skills-based scheduling, compliance assurance, workforce metric visibility, and employee engagement. Leading to improved efficiency, labor cost savings, and overall workforce satisfaction.
AI-powered, automated scheduling.
Anticipate customer demand and plan more effectively with accurate, omnichannel forecasts based on historical and real-time data. Manually edit forecasts and make intraday adjustments on the fly.
Unparalleled efficiency and ease-of-use.
Simplify and automate the process of forecasting, staffing, and scheduling, so that your supervisors and resource planners can spend less time struggling with technology, and more time getting results.
Inefficient contact center workforce management contributes to rising costs.
Call recordings and quality assessments help hold agents accountable and target areas to improve service and sales performance with coaching. Without workforce management solutions, companies like JK Moving had “a low rate of lead follow-ups, a constant loss of new business, and a low close rate of new customers.” Learn more about how they transformed their workflows to grow revenue by 74% with Talkdesk Workforce Management.
Flexible, skills-based scheduling.
Generate optimized schedules designed to improve your agent utilization without sacrificing service levels. Leverage real-time insights and adherence tracking coupled with an intuitive drag-and-drop editing experience that makes change management easier than ever.
Designed for today’s workforce.
Improve the agent experience with a unique chatbot designed to quickly process open-ended change requests and provide 24/7 on-the-go access to scheduled shifts with Talkdesk Schedule mobile app (available on iOS and Android). Support split shifts and other flexible working arrangements with customizable templates and break rules.
"Talkdesk Workforce Management uses AI to predict call spikes so we can assign agents accordingly...the first day we tried it, it came within three calls of accurately predicting our total call volume and has only gotten better. It streamlined our scheduling and planning, allowing us to reduce hold times and abandon rates even when volumes spike further than ever before."
Ken Cohen SVP, Sales & Business Development, JK MOVING
Quick to deploy and cost-effective.
Implementing traditional workforce management solutions can be a notoriously slow and expensive process.
With Talkdesk you can quickly import and synchronize your contact center data, automatically create settings and configurations, and train new users in no time.
Contact center workforce management FAQs.
Contact center workforce management is a strategic approach used by contact centers to effectively manage their workforce while optimizing their operations. Workforce management solutions help ensure that exactly the right number of agents, with the right skills, are working on the right channels at any given time to handle incoming customer interactions.
Workforce optimization in contact centers is the key to delivering exceptional customer service, maximizing agent efficiency, reducing costs, and remaining competitive in the market. By leveraging skills-based routing, automated scheduling, continuous training, and data-driven insights, you can ensure that your contact center operates at its highest potential.
In contact centers, HR is responsible for the employee lifecycle, from recruitment and hiring to onboarding, training, and evaluations. On the other hand, workforce management focuses on optimizing the operational efficiency of the contact center’s workforce. This process includes forecasting staffing needs and scheduling agents’ shifts, breaks, and time off to meet customer demand while minimizing costs and adhering to service level agreements (SLAs).
