What is workforce management in call centres?

Workforce management in contact centers is like organizing a party. You want to make sure you have enough people (agents) to serve your guests (customers) at the right time. This involves guessing how many guests might come (forecasting), scheduling your helpers (agents), and checking if everyone’s doing their job well (monitoring).

How is number of agents predicted?

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!

Why is workforce management important in the call center?

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.

How can workforce management make happier agents?

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.

How can workforce management software save money?

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!

Can I integrate WFM with other systems in my company?

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.

How long does it take to implement Daktela WFM?

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.

What is best workforce management tool for call center?

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.

Daktela Workforce Management | Optimise Your Contact Centre Staffing

Welcome to the future of Workforce Management

PLANNING

Generate accurate traffic forecast that utilizes historical data

Improve your planning by anticipating customer demand with accurate AI-driven forecasts based on historical data across multiple channels. Easily edit and adjust forecasts in real-time to stay on top of changes.

SHIFT OPTIMIZATION

Schedule optimal shift plan and utilize traffic forecast and agent preferences

Create efficient schedules that enhance agent utilization while maintaining service levels. Utilize live data and adherence monitoring alongside a user-friendly drag-and-drop editing interface to simplify change management.

Daktela Workforce management shift optimization

FLEXIBLE SCHEDULE

Agent self-scheduling

Give your agents more control over their schedules with our shift preference, trading, and holiday management tools. They can easily submit their availability, request shift changes, trade shifts with colleagues, and manage their holidays from anywhere using our user-friendly web application. Our workforce management tool works from anywhere and any device.

Streamline scheduling, optimize agent shifts, and enhance operational transparency

Drive cost efficiency

Improve agent utilization by having the right number of agents working on the right tasks. Reduce manual work with shift scheduling, stop agonising over complex spreadsheets.

Reduce agent turnover

Increase agent experience with modern and transparent scheduling experience that supports work-life balance. Give agents more control over their schedules and shift preferences.

Increase customer satisfaction

Achieve service goals with accurate forecasting that aligns with your business. Happy agents make happy customers.

Transparent shift plan accessible from anywhere

Access transparent shift plans from anywhere with Daktela's Workforce Management tool. This feature ensures that your team can view and manage schedules in real-time, no matter where they are.

Reduce manual scheduling work

Daktela WFM minimizes administrative tasks, allowing your team to focus on delivering excellent customer service while ensuring optimal staffing levels.

Create an optimal agent shift plan

Create an optimal agent shift plan with Daktela WFM. This feature helps you design efficient schedules, ensuring the right number of agents are available at the right times to meet customer demand.

Remove guesswork

Eliminate guesswork with Daktela's Workforce Management tool, which ensures you assign the correct number of agents to meet demand accurately.

Accurate Forecasting

Maximize forecast accuracy with AI algoritms, leveraging historical and real-time data for precise predictions.

Daktela Workforce management Optimised Schaduling

Optimised Scheduling

Optimize scheduling through automation, leveraging shift templates, break rules, agent skills, and KPI objectives for maximum efficiency.

Omni-channel support

Create forecasts and schedules tailored to your omnichannel workflows, ensuring seamless support across multiple communication channels.

Daktela Workforce management Analytics and Reporting

Analytics & Reporting

Gain immediate insight into agent performance to support real-time decision making.

Google calendar

Effortlessly sync schedules with Google Calendar integration in Daktela WFM. Empower agents with easy access to their shifts and enhance scheduling efficiency.

Micro shifts

Embrace operational flexibility with 15-minute shifts in Daktela WFM, unlocking unparalleled agility in your operations.

Payroll export

Easily monitor agent attendance and ensure adherence to schedules. With just one click, export working hours data for payroll processing.

Shift requests

Empower agents to take control of their schedules, vacation and enhance work-life balance, and ensure smooth operations with streamlined request processing.

Don’t take our word for it, look what our clients have to say

Moving from multiple inherited tools to a unified system has significantly improved our call flow management, making operations more efficient and ensuring greater operational resilience.

Craig Smith

EMED Group

Our customers come first. Daktela provides a secure, scalable, and cost-effective solution, supporting new channels like SMS and WhatsApp while enabling hybrid work for our team.

Ciaran O’Toole

Golden Charter

Profesionální přístup společnosti Daktela na nás udělal velký dojem. Díky flexibilitě řešení je možné jej snadno integrovat s našimi stávajícími informačními systémy.

Ondřej Křivan

Seznam.cz

Již více než 8 let se spoléháme na řešení společnosti Daktela. Každý den je používá více než 1 000 našich agentů, což nám umožňuje poskytovat našim klientům špičkové služby.

Petr Studnička

Conectart

A Kifli.hu ügyfélszolgálata havonta 20-30 ezer ügyletet kezel, amelyet a Daktela omnichannel, felhőalapú call center szoftvere tesz zökkenőmentessé, támogatva a cég dinamikus növekedését.

Karakó Éva

Kifli.hu

A Daktela omnichannel megoldása lehetővé tette a nagy mennyiségű ügyfélmegkeresés hatékony kezelését. A rugalmasság és automata elosztás javította válaszadási mutatóinkat.

Berecz Samira

Árukereső.hu

Głównym powodem wdrożenia omnichannel była potrzeba kompleksowego narzędzia, które upraszcza komunikację, zwiększa efektywność i usprawnia działanie contact center.

Peter Minich

Muziker

Chatbot AI znacznie zmniejszył liczbę zapytań dla operatorów, co pozwoliło zaoszczędzić zasoby jednego etatu – bez skomplikowanej integracji, naturalnie i automatycznie.

Jan Vepřek

CETIN

Veoma smo zadovoljni Daktelom. Ispunili su naša očekivanja. Dobili smo pouzdanog partnera za upravljanje našom korisničkom podrškom, što će nam pomoći u daljem rastu.

Filip Fürek

Powerlogy

Glavni razlog implementacije Daktela omnichannel platforme bila je potreba za sveobuhvatnim rešenjem koje optimizuje komunikaciju i poboljšava efikasnost operacija kontakt-centra.

Peter Minich

Muziker

Implementarea Daktela a optimizat comunicarea și gestionarea interacțiunilor, redus timpul de răspuns și crescut satisfacția clienților, consolidând relațiile pe termen lung.

Roxana Popa

Klap

Daktela ne-a oferit soluții tehnice și suport profesional, optimizând call center-ul și automatizând procesele. Suntem în negocieri pentru extinderea funcționalităților.

Octavian Burlan

HILS Development

AI chatbot znížil počet dopytov pre operátorov a ušetril kapacitu jedného úväzku – bez zložitej integrácie, prirodzene a automaticky.

Jan Vepřek

CETIN

Rýchlejšie odpovede a presvedčivý chatbot zvýšili spokojnosť a dôveru zákazníkov, čo potvrdzuje pozitívny feedback.

Roman Šnírer

eTabletka

Z družbo Daktela smo zelo zadovoljni. Izpolnili so naša pričakovanja in pridobili smo zanesljivega partnerja za upravljanje podpore strankam, ki nam bo pomagal pri nadaljnji rasti.

Filip Fürek

Powerlogy

Učinkovitost 11-članske ekipe za pomoč strankam je zdaj enostavno meriti in optimizirati s poročanjem. Daktela je nadomestila prej ločene sisteme in združila vse v eno rešitev.

Attila Kőszegi

Leziter

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