Workforce Management (WFM)

  • Accurately forecast your customer demand
  • Schedule and manage staff effectively with Workforce Management Software
  • Empower employees to participate in the scheduling process
  • Track and promote adherence to schedules
  • Get real-time visibility into staffing and call volumes

Your contact volumes aren’t static all day—why should staffing levels be? Achieve balance in employee needs, customer satisfaction, and cost containment by ensuring the right agents with the right skills are available at the right time. By matching demand to your scheduled workforce, inContact’s call center workforce management system assists you in creating the best-case staffing scenario.