Feature
The Gist
- Effective contact center workforce management is essential. Balancing forecasting, scheduling, and performance ensures customer inquiries are handled efficiently.
- Optimized operations improve experiences. Proper strategies enhance both agent and customer satisfaction.
- Adaptability to changing needs is key. Utilizing tools and best practices helps contact centers meet evolving customer demands.
Editor's note: This article was updated May 9, 2025 with new data and information. It was originally published Nov. 7, 2024.
Effective workforce management in a call center is the backbone of a high-performing customer service operation. It requires careful coordination of forecasting, scheduling, and real-time adjustments to ensure every customer inquiry is handled efficiently. With the right tools and practices in place, contact center workforce management helps optimize operations, boost agent performance, and improve the customer experience. This guide covers essential components of workforce management in contact centers, from software solutions and metrics to emerging best practices.
Table of Contents
- Why Workforce Management Matters in Call Centers
- What Is Workforce Management in a Call Center?
- Top Tools and Technologies in Contact Center Workforce Management
- Real-Time Contact Center Workforce Management
- Best Practices for Workforce Management in Call Centers
- Addressing Challenges in Call Center Workforce Management
- Building a Resilient Contact Center Workforce Management Strategy
- Core Questions About Contact Center Workforce Management
Why Workforce Management Matters in Call Centers
Call center workforce management is essential for aligning staffing with demand. It involves forecasting contact volume, building agent schedules, and managing resources in real-time to meet service levels without overworking staff or inflating costs.
In environments where demand can fluctuate minute by minute, workforce management plays a key role in maintaining service quality and agent morale. When done right, it enhances agent productivity, reduces customer wait times, and prevents burnout through smarter workload balancing. This balance is the heart of a resilient, efficient call center workforce management solution.
Related Article: What Is a Contact Center? Omnichannel Customer Experience Redefined
What Is Workforce Management in a Call Center?
Workforce management in a contact center refers to the strategic planning and execution of various processes to ensure the right number of agents are available to meet customer demand at any given time. It involves several key elements: forecasting, scheduling and real-time management.
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Forecasting predicts contact volumes using historical and seasonal trends, enabling better planning.
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Scheduling converts forecasts into actionable shifts, while factoring in agent preferences and business needs.
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Real-time management adjusts staffing dynamically throughout the day to accommodate unforeseen changes.
When supported by the right workforce management software for call centers, these steps allow contact centers to maintain service levels and employee satisfaction simultaneously.
Key Components of Workforce Management in Contact Centers
Workforce management in a call center depends on several core components that ensure customer demand is met efficiently while maintaining agent well-being. Each element plays a role in aligning operations with real-time needs.
| Component | Description | Why It Matters |
|---|---|---|
| Forecasting | Predicts future contact volume using historical data, trends, and external inputs | Improves resource planning and reduces understaffing or overstaffing |
| Scheduling | Creates shift plans based on forecasted demand and agent preferences | Ensures coverage during peak hours while supporting agent flexibility |
| Real-Time Management | Adjusts staffing and workflows based on intraday changes and call spikes | Helps maintain service levels during unexpected volume surges |
| Performance Monitoring | Tracks KPIs such as adherence, occupancy, and average handle time | Supports coaching and ensures consistent agent performance |
Real-Time Contact Center Workforce Management for Operational Excellence
Together, these components ensure operational efficiency while directly impacting customer satisfaction and agent well-being. When workforce management is done well, customers experience shorter wait times, faster issue resolution and higher-quality interactions. For agents, effective workforce management helps to distribute workloads evenly, reducing stress and burnout while improving overall job satisfaction. Balancing these elements is critical to maintaining a contact center that operates smoothly while keeping both customers and contact center agents happy.
Top Tools and Technologies in Contact Center Workforce Management
The Impact of AI on Contact Center Workforce Management
Piero Termignone, executive director of global workforce management at TTEC, a CX technology and services innovation company, told CMSWire that the role of technology, including AI and automation, has significantly transformed contact center workforce management software.
“Every aspect of WFM has been impacted, with AI and machine learning (ML) now playing a key role in processes like forecasting, which can now incorporate more data and models at a lower cost,” said Termignone. “Scheduling has become more dynamic, with AI enabling agents to have more control over their schedules, making decisions about time off and non-phone activities.”
AI-Driven Solutions and Generative AI Adoption
Modern call center workforce management tools use AI to automate complex scheduling, shift swapping, and forecasting tasks. AI's ability to analyze patterns in contact volumes, agent performance and customer behavior helps contact center agents make more informed decisions, resulting in improved resource allocation, reduced operational costs, and enhanced customer experiences.
AI arrived on the scene at an opportune time, given that a 2024 Deloitte Survey revealed that 76% of those polled indicated that agents are overwhelmed by systems and information. The report also indicated that 1 in 6 contact centers have deployed generative AI capabilities, citing efficiency and productivity improvements as the top anticipated benefits. Brands that are currently using generative AI, the report stated, are 35% less likely to report that contact center agents are overwhelmed by the information in front of them during calls.
Contact centers that are using AI-powered workforce management call center tools report fewer cases of agent overload and higher productivity.
“One key practice is adopting AI and automation tools early for scheduling,” said Termignone. “When agents are empowered with the flexibility these tools offer, allowing them greater control over their schedules, it leads to higher satisfaction and retention. In many ways, schedules contribute to overall wellness, and improving this aspect of work culture often results in better performance and stronger loyalty.”
Comparison of Leading Call Center Workforce Management Software
Several call center workforce management software platforms offer powerful tools to streamline scheduling, forecasting, and agent engagement. Here's a comparison of three popular solutions.
| Vendor | Key Features | Deployment Model | Ideal For |
|---|---|---|---|
| NICE | AI forecasting, self-scheduling, omnichannel support, analytics | Cloud | Enterprise-scale contact centers with hybrid or remote teams |
| Verint | Workforce optimization suite, real-time analytics, performance dashboards | Cloud / Hybrid | Operations prioritizing performance insights and enterprise-wide scale |
| Genesys | Real-time visibility, AI routing, agent engagement tools | Cloud | Omnichannel contact centers looking for tight CRM integration |
Where Contact Center Workforce Management Vendors Enter Mix
Software solutions such as Verint, NICE and Genesys WFM are widely used to optimize workforce management processes and ensure that contact centers operate efficiently.
- Verint provides tools for workforce optimization, combining AI-powered forecasting with scheduling and performance management features. It enables contact centers to balance agent availability with customer demand.
- NICE offers a workforce management solution that leverages automation and predictive analytics to anticipate future contact volumes and generate accurate, efficient schedules. Its advanced AI capabilities are designed to help refine forecasts by analyzing historical data and predicting fluctuations in demand.
- Genesys WFM is another key player in workforce management, known for its cloud-based solution that integrates with other contact center platforms. Genesys provides real-time visibility into staffing needs, allowing managers to make dynamic adjustments based on current call volumes and agent availability.
NICE's Workforce Management Cognitive Load Scheduling Optimizer
Verint's Effective Dates Tutorial Workforce Management Tool
Related Article: AI in Customer Service and the Evolving Role of Contact Center Agents
Real-Time Contact Center Workforce Management
Real-time workforce management is vital for adapting to unexpected changes in demand. Using live dashboards and intraday forecasting, managers can view key call center workforce management metrics—such as queue length, adherence, and occupancy—and take immediate action. It involves using tools and dashboards that provide live data on key metrics such as call volume, queue lengths, agent occupancy, and adherence to schedules, including:
- Live Monitoring Tools: Real-time contact center workforce management relies heavily on tools that display real-time data in a centralized dashboard. These tools allow managers to see live updates on agent status (available, on call, on break), call queues, customer wait times and service levels.
- Immediate Adjustments: When managers notice a surge in call volume or an increase in wait times, they can make instant adjustments, such as reassigning agents from less urgent tasks to frontline calls, extending shifts or asking part-time or remote agents to jump in.
- Intraday Forecasting: While traditional forecasting helps predict staffing needs in advance, intra-day forecasting adjusts these predictions based on real-time data. It uses AI and historical data to predict how call volumes might shift over the next few hours and recommends proactive actions.
- Schedule Adherence and Agent Support: RTWM tools track whether agents are sticking to their schedules, taking breaks at the right times and handling calls efficiently. This data not only helps ensure adherence but also allows managers to provide real-time feedback or support when an agent appears overwhelmed or out of sync with the workflow.
- Dynamic Resource Allocation: Real-time contact center workforce management allows contact centers to optimize resource allocation throughout the day. For instance, agents might be shifted between different contact channels (e.g., from chat to voice) based on real-time demand.
“In real-time, AI facilitates personalized micro-training, coaching and offers time-off or overtime opportunities,” explained Termignone. “AI continuously monitors queues, production environments, and individual agent activity, addressing issues on a minute-by-minute basis. Previously, WFM systems relied on manual, labor-intensive processes that could only handle large-scale exceptions,” said Termignone. “Today, while many WFM systems have integrated AI and automation, standalone or add-on solutions also offer these advanced capabilities, further enhancing efficiency.”
Best Practices for Workforce Management in Call Centers
Accurate Forecasting for Effective Workforce Management
Effective workforce management in contact centers begins with the ability to accurately forecast demand. Contact centers need to anticipate future call volumes and interaction patterns by analyzing historical data and leveraging real-time inputs.
With the addition of AI-driven predictive analytics, workforce management software can identify seasonal trends and customer behavior changes. This allows managers to adjust resources proactively and handle demand spikes smoothly. Regular updates to these models, based on real-time data, further ensure that predictions remain reliable, keeping operations efficient.
Forecasting accuracy remains the foundation of effective workforce management for call centers. With AI-driven analytics, managers can spot trends and proactively allocate resources.
“Call volumes can be quite variable, due to many factors including seasonal trends, marketing campaigns and even spontaneous events. I use historical trend analysis where the patterns across time allow making the forecast more accurate,” said Lucas Botzen, HR expert and CEO at Rivermate, a global HR and employer of record platform. “At any given point, communication with the sales and marketing departments would provide me with knowledge of any upcoming promotion or change that may affect call volume. This means that through this teamwork, I can proactively adjust staffing levels to ensure we are properly prepared to accommodate customer demands.”
Once demand is accurately forecasted, creating flexible schedules becomes the next critical step. Balancing agent availability with customer needs—especially during peak periods—requires dynamic scheduling systems that adjust to changing call volumes while taking agent preferences into account. By offering agents more control over their schedules, whether through staggered, split, or part-time shifts contact centers can ensure full coverage without overstaffing. Self-scheduling tools such as NICE Employee Engagement Manager further empower agents to swap or bid for preferred shifts, which maintains operational flexibility.
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Enhancing Flexibility and Managing Remote Teams
Managing remote and hybrid teams adds another layer of complexity, making real-time visibility and communication essential. Cloud-based workforce management systems provide managers with instant access to agent performance and availability, no matter where they are located.
“Even before COVID, remote operations demonstrated benefits like lower attrition, reduced shrinkage and improved quality from agents working at home,” said Termignone. “After the pandemic, remote and hybrid models have become standard practice. From a workforce management perspective, maintaining service levels and efficiency is often easier with remote work compared to traditional on-site arrangements.”
By combining these practices with the right call center workforce management systems, contact centers can adapt to volume fluctuations while maintaining strong team engagement. Keeping remote teams engaged requires regular virtual check-ins and the use of collaboration tools that foster a sense of connection within the organization.
“I do regular check-ins and feedback sessions for all service agents, which give an opportunity for the agents to air their concerns and suggestions for improvement,” said Botzen. “Recognizing and rewarding agents' hard work also plays an important role in morale boosting. It encourages commitment and engagement from agents when they feel and know that their opinions are valued and heard.”
Addressing Challenges in Call Center Workforce Management
Balancing Overstaffing and Understaffing in Contact Centers
Workforce management in contact centers presents several challenges, particularly when dealing with issues such as overstaffing, understaffing and high agent turnover. However, by adopting strategic solutions, these challenges can be mitigated, ensuring a more efficient operation and a better experience for both agents and customers.
One of the most persistent issues in workforce management is finding the right balance between overstaffing and understaffing. Overstaffing results in unnecessary operational costs, while understaffing leads to long customer wait times and overworked agents, both of which can harm customer satisfaction and employee morale.
To overcome this, contact centers must use accurate, data-driven forecasting tools that take into account historical trends, seasonal variations and real-time data to predict call volumes more precisely. AI-powered solutions can help by adjusting forecasts and schedules dynamically as customer demand fluctuates, ensuring the right number of agents are available at any given time.
Additionally, adopting flexible scheduling practices—such as using part-time staff or on-call agents during peak periods—allows for a more adaptable workforce that can scale up or down depending on demand. “When it comes to scheduling agents, the challenge has shifted from fitting agents into rigid schedules to creating flexible schedules that meet their needs,” said Termignone. “We use technology to empower agents by giving them control over their schedules while providing an escalation path for resolving any issues.”
Termignone suggested that monitoring employee satisfaction with their schedules, as well as attrition rates related to scheduling, helps his team measure success. “One of the most effective best practices for maintaining high agent engagement and morale is to actively measure employee satisfaction with schedules and track any attrition related to scheduling," Termignone said.
Addressing High Agent Turnover and Burnout
Agent turnover is another significant challenge that impacts workforce management. High turnover rates increase recruitment and training costs while reducing overall efficiency. One of the main contributors to agent turnover is burnout, often caused by poor scheduling practices, inflexible work hours, or high-pressure work environments. According to a February 2024 report from Nextiva, call center turnover rates across the industry average between 30-45% annually.
To address this, contact centers can implement agent-centric practices like flexible scheduling, self-service shift swapping, and work-from-home options. Providing clear career development paths, regular feedback, and recognition programs can also improve job satisfaction and reduce turnover. Using AI and automation to handle repetitive tasks can help ease the workload on agents, allowing them to focus on more engaging, high-value interactions.
Using AI to Manage Fluctuating Call Volumes
Fluctuations in call volumes, whether due to seasonality, promotions, or unexpected events, can disrupt even the most well-managed contact centers. To adapt, contact centers are starting to use AI-powered forecasting tools that can analyze patterns and predict shifts in demand, adjusting workforce allocations accordingly.
A recent study by UnitedCallCenters supports this shift, showing that 58% of residential customers favor using AI to enhance customer service. While 78% still find live support more reliable, AI effectively handles many automated tasks like order tracking, appointment scheduling, and data reconciliation, helping contact centers manage fluctuating demand more efficiently.
Keeping agents engaged can be challenging, particularly in environments with high volumes of repetitive tasks. Disengaged agents often underperform, leading to poor customer service and lower productivity.
To maintain engagement, contact centers should focus on creating a positive, flexible work environment that prioritizes agent well-being. Providing ongoing training, professional development opportunities and support tools like AI-driven agent assistance can help agents feel more empowered in their roles. Regular feedback, clear communication, and recognition for good performance help to create a motivated and productive workforce.
Building a Resilient Contact Center Workforce Management Strategy
Effective workforce management is vital for modern contact centers, balancing operational efficiency with employee satisfaction. By leveraging advanced technologies such as AI, implementing best practices in contact center workforce management and addressing common challenges, contact centers can optimize their operations to meet evolving customer demands.
From small call centers to enterprise-scale operations, adopting a thoughtful approach to workforce management call centers need to stay competitive and sustainable. With the right tools and a commitment to both performance and well-being, contact centers can build resilient teams that deliver exceptional service in any environment.
Core Questions About Contact Center Workforce Management
Question: What is workforce management in a call center?
Answer: Workforce management in a call center refers to the process of forecasting customer demand, scheduling agents, and monitoring performance in real time to ensure service levels are met. Effective call center workforce management helps optimize staffing, reduce costs, and improve both agent and customer experiences. It combines planning with agile decision-making, often supported by AI-driven tools.
Question: What are the best workforce management tools for contact centers?
Answer: The best contact center workforce management tools offer integrated forecasting, dynamic scheduling, real-time analytics, and agent self-service features. Popular platforms like NICE, Verint, and Genesys are widely used in the industry for their robust capabilities. When evaluating options, businesses should consider scalability, AI features, and compatibility with their existing contact center systems.
