Employee scheduling software is an automated tool that helps contact centers drive performance and productivity while balancing agents’ needs by leveraging operational and resource availability insights to streamline schedules and balance shift rules, work hours, breaks, off times, demand forecasting, and the skills of agent staff.
With employee scheduling software from LiveVox, schedule updates can be made and shared live and provide the ability for agents to swap shifts and request changes based on need. Employee scheduling software can also be used to match agent availability with omnichannel volume trends, CSAT scores, and other factors that impact how workforces are managed.
More Call Center Employee Scheduling Software
Leverage data and automation to forecast demand, implement skill-based schedules, monitor adherence and intelligently adjust schedules on the fly to maximize contact center efficiency.
It revolves largely around scheduling, with the goal of optimizing labor distribution to accomplish the necessary tasks in the right amount of time. In simpler terms, WFM helps teams get the job done with the exact number of workers needed–no more, no less.
While the demand for flexibility seems at odds with the contact center industry’s long history of rigid schedules and strict adherence policies, advances in workforce automation already have been reshaping the strategies for where, when, and how work takes place.
In addition to being inefficient, manual processes don’t allow businesses to incorporate relevant and real-time agent data into the scheduling and shift management process. This leaves the proverbial business insight stone unturned. And that means businesses could be optimizing in places they’re not even aware of.
Workforce management software is a tool with several main features that companies use to track all things scheduling-related. It manages and automates scheduling for employees. WFM software generally allows users to view schedules, make time-off requests, and swap shifts.