Excellent resource planning ensures the right employees are handling the right contacts at the right time to meet demand. Get this right, and the contact center meets its service level and occupancy targets. As a result, critical customer, agent, and business outcomes improve.
However, "getting this right" is notoriously difficult. That is where resource planning tools enter the fray. These harness sophisticated algorithms for forecasting, automate scheduling, and offer real-time guidance for intraday management. As such, they evolve the role of the workforce management (WFM) team.
Of course, not all resource planning tools are the same, and there are many vendors for contact centers to wade through. Here is a list of ten to keep an eye on.
1. NICE
NICE prides itself on the simplicity of its solution, helping users get up and running faster thanks to intuitive interfaces and automated workflows within the solution. Indeed, the platform splits WFM into five simple steps:
- Forecasting Parameters
- Historical Data
- Forecast Data
- Staffing Parameters
- Staffing
So, while building forecasts and schedules typically take hours, NICE WFM takes minutes, freeing planners to focus on higher-value activities.
To create these forecasts, NICE exploits 40+ AI-driven models, which constantly reforecast - harnessing the latest data - to increase the chances of high forecast accuracy.
Dig deeper into the NICE WFM system by reading our article: NICE WFM: 10 Top-Notch Features
2. Calabrio
After acquiring Teleopti in 2019, Calabrio became a leading WFM player. Ever since, it has continued innovating with a “construct your own schedule” feature that gives agents greater control over their working lives. Indeed, agents can add work hours based on pre-specified shift patterns and coverage.
In addition, it allows frontline employees to autonomously schedule their lunches and breaks for the current day or next seven days, and these schedules are promptly updated when changes are made.
Management-defined parameters and automated workforce monitoring also ensure that no managerial intervention is necessary and that customer service levels do not suffer as a consequence.
Alongside this, Calabrio offers a full suite of forecasting, intelligent automation, and reporting tools.
3. injixo
injixo delivers a WFM solution that aims to meet the needs of resource planners, contact center managers, team supervisors, IT leaders, and - of course - agents.
How? Through offering an all-encompassing solution that enables operations to make sound scheduling decisions aligned with business goals.
Naturally, manual schedules based on regular shift patterns might result in performance inefficiencies and lower engagement rates. In contrast, using injixo allows users to quickly construct customizable WFM plans by combining various AI-powered tools.
4. Verint
A Forrester Consulting report found that Verint WFM customers "were able to automate schedule management, improve employee productivity, and reduce shrinkage."
These outcomes are ideal for many operations. The Verint solution delivers these by providing the tools to manage personnel as a unified workforce and create schedules that allow agents to switch between channels and tasks during their shifts.
The WFM system also provides options to enhance the response of the planning team to peaks and valleys in demand, maximizing efficiency and minimizing labor expenses.
5. Playvox
In 2021, Playvox acquired Argyle Time to establish itself as a significant WFM player. Aiming to provide a "complexity taming" solution, Playvox maximizes the value of contact center intelligence to automate schedules to meet demand and employee preferences.
The provider also prides itself on its real-time view of contact center performance, enabling enhanced intraday management with simple, interactive dashboards.