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Leverage the leading workforce management software solutions

Seamlessly integrate leading workforce management software solutions to ensure your contact center has the right number of people with the right skills at the right time.
Key benefits

Optimize contact center performance with workforce management software solutions

Get great results from your agents:

  • Increase productivity by making more efficient use of your agents’ time and improving schedule adherence.
  • Reduce time spent planning by deploying a single multi-channel, multi-site scheduling software solution.
  • Improve customer satisfaction by ensuring you have sufficient agents available for peaks in interaction traffic.
  • Enhance agent experience by giving them choice and diversity in their tasks and enabling shift swapping.

Master the workforce management equation with software solutions

Balancing quality objectives, operational constraints, agent skills, and interaction demand is a complex and constantly changing equation. Get the insights and control you need to achieve the best outcomes for your customers and agents, with Odigo workforce management software solutions.

Features

End-to-end workforce management software solutions for your contact center

Agent management

A single solution for managing employee profiles, work rules, skill profiles, work preferences, legal constraints and shift swapping between agents.

Forecast management

In-depth views of multichannel traffic history, forecasting by activity or skill, special event tags and weekly volume assessments.

Planning management

Multichannel planning (monthly, weekly, daily) with a multi-site management option, scenario simulations and mobile apps for agents.

Monitoring

Fast insights into agent activity and multichannel adherence, projections, KPIs and enable statistical analysis (net staffing, average handle time (AHT), quality of service (QoS) and more).

Odigo partners with Verint, a global leader in quality management software

Verint

Odigo works with Verint to provide you with workforce optimization (WFO) solutions that enhance your contact center performance.

Leveraging workforce management software with Odigo

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Workforcement management software solution insights

April 13, 2023 3 Let’s talk about contact center gamification 

There’s a right way and a wrong way to employ gamification for contact center agents.

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April 6, 2023 3 The Millennial customer experience: how companies must adapt to the consumers of tomorrow 

Millennials are the consumers of tomorrow. Their consumption behavior has been disrupted by the COVID-19 pandemic. How can companies improve the customer experience of millenials even further to capture and retain this influential group of consumers?

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March 30, 2023 3 Let’s talk about what agents experience in a contact center work environment   

Everyone wants to think of their own job as important. And they are.

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See how Odigo integrates with workforce management software

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  • Reduced wait times
  • Improved agent experience
  • Increased efficiency
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Features

Contact center performance boosters

Supervision

Ensure quality management and support to drive agent performance and customer satisfaction.

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Analytics

Adopt a data-driven approach that operationalizes your customer information.

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Recording

Capture all your vocal interactions for easy transcription and analysis.

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Quality management

Tracking the right KPIs enables the real-time assessment, coaching and training that improves contact center agent performance.

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Most frequently asked questions about Workforce Management

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What is a workforce management solution?

A workforce management solution is a piece of software that manages the routine aspects of work in a contact center, from devising schedules to tracking agent hours and attendance in general. It automates these processes for maximum efficiency in the workplace.
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Why is workforce management important?

Many contact centers are trying to balance cost efficiency, flexible working practices and appropriate staffing levels. Workforce management solutions automate a range of processes to both simplify execution and increase the accuracy of complex planning.
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What are the benefits of a workforce management solution?

In automating routine workplace procedures, workforce management solutions help to cut costs and save time on the administrative aspects of staffing a contact center.
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What are the steps for deploying a workforce management solution?

There’s no one-size-fits-all strategy – every workforce management solution is adapted to specific contact center and workforce needs. The most common elements of an effective workforce management strategy include time management, human capital management (including recruiting tracking), budgeting and data reporting.