Predicting the number of agents is like guessing how much food you’ll need for a party. You look at past parties (historical data), see how many people usually come at different times (call volumes), how long they stay (average call time), and use this to guess how much food (agents) you’ll need this time. It’s like a smart guess!

Imagine a restaurant. If there aren’t enough waiters during busy times, customers wait too long and get upset. If there are too many waiters when it’s slow, money is wasted. In a contact center, workforce management ensures the right number of agents (waiters) are there at the right time, keeping customers happy and costs in check.

Good workforce management is like a well-planned school timetable. It ensures agents (like students) aren’t overloaded, get breaks, and can balance their work-life stuff better. It also makes sure they aren’t sitting idle. Just like students prefer a well-scheduled day, agents are happier when work is well-planned.

Workforce management software is like a super-smart shopping list. It helps you buy just what you need and when you need it. So, instead of hiring too many agents (like buying too much bread) and wasting money, or too few and making customers wait (like running out of bread), the software helps you get it just right!

Yes, that’s correct! Daktela WFM offers an API that can be used to integrate with third-party systems. Additionally, it allows for the export of payroll source data for your agents.

We understand how challenging it can be to find a best workforce management tool that is both user-friendly and easy to implement. That’s why we have developed a solution that we believe can be utilized by call centers in just a matter of hours, without the need for extensive training. Our goal is to make your job easier and more efficient, so you can focus on providing exceptional customer service.

There are many workforce management software tools. But many of them are complicated or have unfriendly user interfaces. We want to change that, so we have introduced Daktela Workforce Management – simple, easy, powerful and for the best price.