Contact center with WFM
46Verified suppliers
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The challenge
Your organization faces constant pressure to balance efficiency and empathy in customer service. Rising customer expectations, the complexities of remote work, and the imperative to adopt AI all contribute to the challenge. Inaccurate forecasting leads to understaffing, resulting in long wait times and customer frustration, or overstaffing, which wastes payroll budget. Without the right tools, your contact center struggles to deliver exceptional service while managing costs and agent well-being.
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30-45%
of contact center agents experience annual turnover
$1M+
is lost annually by a 100-seat contact center due to agent attrition
2
negative interactions are enough for 92% of consumers to abandon a company
The solution
Contact center with WFM addresses your unique challenges through modern solutions and key capabilities.
Omnichannel forecasting & scheduling
Accurately predicts staffing needs across voice, chat, email, and social channels, accounting for shrinkage and historical trends. This ensures optimal staffing levels and minimizes wait times.
Real-time adherence (RTA)
Provides a live dashboard view of agent activity, ensuring agents are adhering to their schedules. RTA helps supervisors quickly identify and address deviations, maintaining service levels.
Intraday management
Enables dynamic adjustments to staffing based on real-time call volume and emerging trends. This capability allows contact centers to react quickly to unexpected surges or dips in demand.
Skill-based routing (SBR)
Directs interactions to the most qualified agent based on their skills and expertise. SBR improves first-call resolution rates and enhances customer satisfaction.
Agent self-service portal
Empowers agents to manage their schedules, swap shifts, and request time off without manager intervention. This improves agent engagement and reduces administrative overhead.
AI-driven capacity planning
Uses AI to forecast long-term hiring needs based on marketing calendars and seasonal growth. This prevents reactive hiring cycles and ensures adequate staffing for future demand.
See how contact center with WFM suppliers stack up
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How to evaluate contact center with WFM
1
Forecasting accuracy
Request a Proof of Concept (POC) using your historical data to validate the vendor's forecasting accuracy. Compare the algorithm's predictions to actual outcomes to assess its reliability.
2
Integration ecosystem
Verify that the WFM/ACD integrates seamlessly with your existing CRM and UCaaS platforms. Determine if the integration is native or requires middleware, which can add cost and complexity.
3
Vendor stability & roadmap
Evaluate the vendor's investment in R&D, particularly in areas like GenAI and automation. Choose vendors with a clear roadmap for future innovation and a stable financial outlook.
4
Compliance & security
Ensure the platform meets industry-specific compliance requirements, such as SOC 2 Type II, HIPAA, and PCI-DSS. Verify the vendor's data encryption standards and voice biometrics capabilities.
Questions to ask suppliers
Use these questions during supplier evaluations to ensure you're choosing the right partner for your needs.
Contact center with WFM RFP guide- Can you demonstrate 'True-to-Interval' analytics versus standard averages?
- Does your Omnichannel Forecasting use a single engine for all channels, or are voice and digital forecasted separately?
- Show me the workflow for an agent to swap a shift. How many clicks does it take, and does it require manager approval?
- What is your 'Shrinkage' calculation methodology, and how does your system track 'unplanned' shrinkage in real-time?