The ultimate guide – Forbes Advisor

While you can run contact center management manually, it can be time-consuming and tedious. Contact center workforce management software helps you manage your contact center workforce with greater ease, speed and accuracy.

Ring central

RingCentral is one of Forbes Advisor’s best VoIP services and ranks as the best for overall features. RingCentral analyzes all customer interactions, tracks sentiment, identifies patterns and average call handling time, and tracks initial contact quality, queue time, and other relevant metrics. These reports help you better plan schedules and manage agents. RingCentral also offers Advanced AI-driven agent assistance Automates agent tasks and monitors agent behavior, so contact center managers know what to do to improve customer interactions.

See more details RingCentral website.

Nextiva

Nextiva has the contact center workforce management features you need to forecast call volume and timing, schedule agents, and improve agent performance. Nextiva gives contact center supervisors the real-time data they need on call response times, call volume across channels and agent performance. The software tracks every interaction and history to provide valuable contact center management insight. There are also features for forecasting, scheduling, meeting schedules and managing intraday activities for a multi-skilled and multi-channel workforce.

See more details Nextiva website.

Calling

Dialpad provides Advanced human resource management skills To assist you with forecasting, agent scheduling and quality management. With its real-time analytics feature, you get complete insight into call volume patterns, average response speed, agent availability and other contact center metrics across different offices. Know your busy days and schedule your contact center workforce accordingly. Dialpad shows you agent performance to guide you on how to help them be more productive.

See more details Dialpad website.

Zendesk Talk

Zendesk Talk is our best comprehensive call center software. It has the tools you need to run your entire contact center. Its workforce management solutions predict customer needs and streamline customer service staffing. Zendesk uses contact center data to predict future contact volumes a year in advance.

You can use it to create daily schedules that team members can access across all your communication channels, making it easy to coordinate planning shifts, employee breaks, tickets, chats, and calls. Managers can approve shift trades and time off requests on the app. And you get improvements in agent performance. Zendesk also integrates with Timeshift Workforce Management and Verint Monet Workforce Management for long-term forecasting, rapid scheduling, date management, real-time agent compliance and performance analytics.

Vonage

Vonage connects your contact center workforce management and telephony, saving you the cost of connecting to multiple devices and platforms. The software helps in forecasting and scheduling of contact centers. It uses existing data to predict incoming traffic, and tells you the agents and skill sets you need to gain productivity and improve the customer experience. Vonage adjusts your schedule to meet changing needs or respond to unexpected daily events.

See more details Vonage website.

at last

To run a successful contact center, you need to know how to handle the volume of calls that come in every day and keep your agents working at their best. With robust contact center workforce management, you can predict your workloads and schedule agents to handle them efficiently. So, use the fundamentals of contact center workforce management and adopt the relevant tools and software to move your business forward.