Workforce management (WFM) scheduling software uses historical data and predictive analytics to optimize contact center staffing levels by effectively aligning agent schedules with customer demand.

Standard features of WFM scheduling software include:

• Scheduling and shift planning: The ability to create shifts and assign agents based on availability, skill set, and workload. This includes scheduling breaks, lunches, and other activities, such as training and special projects.
• Forecasting: Using historical data and predictive analytics to forecast future demand and staffing needs.
• Schedule optimization: Considers agents’ available hours, preferences, weekends, holidays, and other parameters to ensure scheduling fairness and consistency.
• Reporting and analytics: The ability to generate reports that provide insights into WFM performance and help contact center managers make data-driven decisions.
• Schedule accessibility: Providing agents with the autonomy to view their schedules from anywhere allows them to make informed decisions about their work-life balance, anticipate changes in shifts, and plan accordingly.
• Real-time alerts and notifications: The ability to receive real-time alerts and notifications helps managers proactively address staffing issues as they arise — and keep the contact center running smoothly during unexpected spikes in customer demand or agent absences.

In today’s rapidly changing business landscape, contact centers are faced with the challenge of effectively managing on-premise, hybrid, and work-from-home teams. Ensuring optimal staffing to match workloads can be a daunting task for contact centers that rely on manual scheduling methods.

LiveVox’s contact center scheduler provides a simplified and cutting-edge approach to workforce management that promotes collaboration among teams, whether on-site or working from home. Our all-in-one platform brings scheduling, forecasting, CRM, and workforce management together in one place and makes it easy to create, adjust, and distribute agent schedules while still staying on top of schedule adherence with real-time data and automated alerts.

Harness the power of data-driven forecasting, skill-based scheduling, and real-time adjustments to maximize your team’s efficiency. With integrated desktop portals, messaging groups, and notification channels, your team is always synced up and working toward a common goal.

The LiveVox Mobile App helps your agents manage their schedules better. It enables them to bid for shifts, swap schedules, and request PTO, promoting work-life balance. With the app, agents can access their schedules conveniently on their mobile devices.

LiveVox Agent Scheduling is a core feature of our Contact Center CRM. Or you can connect your current scheduling software and still tap into the full power of LiveVox’s WEM solutions. We ensure seamless integration with leading WFM providers — including CommunityWFM, Verint, NICE, Aspect, Calabrio, and Teleopti — giving you the flexibility to customize your scheduling solution for optimal results.

With LiveVox’s Agent Scheduling, contact centers of any size can benefit from improved efficiency, collaboration, and productivity. Discover why LiveVox is the top choice for contact centers looking to optimize their agent scheduling processes. Contact us today to get started with our automated scheduler for contact centers.