With so many new technological advancements, today’s call centers are empowered to enhance workforce management through innovative software solutions.
From using gamification for a fun work experience to implementing artificial intelligence for quality assurance, these software solutions offer a diverse array of features aimed at optimizing agent performance, fostering collaboration, and ultimately, driving organizational success.
In this guide, we analyze the top five workforce management call center software specifically engineered to keep agents engaged and productive.
But not before clarifying what classifies as call center workforce management software.
What is call center workforce management software?
Call center workforce management software is a tool designed to optimize the performance and efficiency of call center agents and operations. It typically includes a variety of features tailored to enhance workforce productivity and effectiveness.
Some key features to keep an eye on when considering call center workforce management software include:
- Performance coaching: Effective workforce management software should include coaching tools to provide agents with personalized feedback and guidance to improve their skills and performance.
- Performance evaluation with QA capabilities: Robust performance evaluation capabilities allow managers to assess agent performance based on key metrics such as call volume, average handling time, customer satisfaction scores, and more.
- Gamification: Incorporating elements of gamification can motivate agents by turning routine tasks into engaging challenges.
- Real-time communication: Communication channels within the software enable real-time collaboration between agents, managers, QA experts, and and other support staff.
On to our call center workforce management software comparison!
Kaizo
Kaizo is a robust AI solution, offering a wide range of features including quality assurance, instant insights, agent coaching, and gamified engagement. Tailored specifically for customer service teams, this platform is designed to propel you toward performance excellence in both quality assurance and agent performance.
Workforce management features you can’t miss out on:
- Easily identify performance trends and distinguish exceptional performers from those in need of guidance, gaining valuable insights into your team’s dynamics.
- Spot learning opportunities and create Coaching Cards, giving agents a growth roadmap. This way you can stay informed on progress and offer guidance for ongoing improvement effortlessly.
- Use Kaizo’s gamified AI Missions to set personalized goals to challenge and empower your team.
- Build a coaching culture and schedule regular check-ins with 1:1 meetings.
- Leverage Kaizo’s Samurai AI assistant for AI-generated goals to drive motivation and use sentiment-based Missions for focused growth.
- Give agents automated feedback and encourage team-wide engagement with insights for collective learning and improvement.
NICE CXone
Workforce management features you can’t miss out on:
- Encourage agents and managers with an AI copilot that automatically generates response suggestions for agents by leveraging conversational context and information from the knowledge base.
- Provide agents with self-service capabilities for managing schedules, time off requests, and shift swaps, promoting autonomy and flexibility.
- Access comprehensive analytics and reporting features to track key performance metrics, identify trends, and make data-driven decisions.
- Use forecasting tools to predict call volume and efficiently schedule agents to meet demand.
Five9
Workforce management features you can’t miss out on:
- Use forecasting to predict call volumes and create better agent schedules to meet demand efficiently.
- Monitor agent adherence to schedules in real-time, ensuring agents are available and productive during scheduled hours.
- Analyze all interactions to uncover trends, automate quality assessment procedures, and pinpoint instances of both exemplary and deficient customer service.
- Share operational metrics, key performance indicators, and statistics on service level agreements.
- Make sure your staffing plans stay aligned with real-time events with intraday planning.
Alvaria Workforce
Workforce management features you can’t miss out on:
- Track intraday performance, monitor real-time performance metrics, analyze workforce data, and implement workflow adjustments in response to key performance indicator thresholds.
- Set up public leaderboards and competitions and reward your agents.
Genesys Cloud CX
Workforce management features you can’t miss out on:
- Keep track of workforce activities and performance metrics in real time to optimize productivity and efficiency.
- Use forecasting algorithms to predict workload demand accurately and create optimized schedules that meet staffing requirements.
- Monitor agent adherence to schedules and performance goals to ensure compliance and identify opportunities for improvement.
- Support agents with self-service tools for managing schedules, time-off requests, and other administrative tasks, improving employee satisfaction and engagement.
- Make real-time adjustments to schedules and staffing levels to address unexpected changes in workload or staffing availability.
Choosing the perfect call center workforce management software
The right call center workforce management software should help you address common concerns. Here are three challenges you might encounter and what to keep an eye on when choosing your next solution.
- Challenge: “What if my workforce management software doesn’t scale?”
Ideal solution: Identify specific areas where your current software falls short in terms of scalability and make sure the new option caters to all needs. This could include limitations in handling increasing numbers of agents, forecasting inaccuracies with larger datasets, or performance issues during peak periods.
- Challenge: “I’m worried that using multiple tools might mean extra costs.”
Ideal solution: Opt for a solution that will help you address multiple concerns and use cases [e.g. QA, workforce engagement, performance analysis]. Additionally, compare the total cost of ownership of using multiple tools versus investing in an integrated suite.
- Challenge: “We don’t have the time and resources to dedicate to workforce management.”
Ideal solution: That’s exactly where a digital call center workforce management app comes in. Specifically, you’ll want one with advanced artificial intelligence and automation capabilities to help you speed things you without needing extra people in charge of the workforce management process.
For a complete call center workforce management software that won’t overcomplicate things, book a free demo with Kaizo!
