WORKFORCE MANAGEMENT PLATFORM
Drive 2x productivity with 30% less administrative workload using AI-powered workforce management
Analyze historical data to accurately predict workforce needs, meet service targets and improve efficiency.Improve agent occupancy rate with accurate planning
Streamline forecasting for greater accuracy
Predict future case volumes, handling times and SLAs accurately across all channels based on historical data — with added flexibility to adjust schedules.
Determine your staffing needs with data-driven tools
Optimize staffing levels for short, mid and long periods, allowing you to proactively plan for hiring and efficiently cut labor costs.
Run ‘what if’ scenarios to plan efficiently
Simulate staff shrinkage, AHT, occupancy and SLAs at a granular level to determine workforce capacity requirements and schedule effectively.
Empower supervisors with real-time adherence updates
Detect deviations from schedules — such as breaks, logins and logouts — in real time with a user-friendly view.
Facilitate seamless employee engagement
Improve schedule quality with AI
Reduce supervisor workload by automating shift planning for all locations. Plan better with the additional flexibility of bulk edits, shift-swapping and shift bidding.
Schedule for your digital workforce
Incorporate WFM for your digital queues to better plan schedules for agents working across multiple channels.
Overcome scheduling constraints
Enable supervisors to adhere to national regulations and business policies — and monitor agent preferences to minimize schedule conflicts.
Optimize schedules with agent preferences
Offer early access to upcoming shifts for agents to share preferences. Craft schedules using agent performance rankings to prevent conflicts and drive efficiency.
Simplify your leave management process
Streamline time-off requests and approvals
Track leave reports accurately with clear visibility into schedules and seamless leave application process.
Introduce automated approval workflows
Simplify time-off management with automated approval workflows. Get SLA insights with custom WFM reports to make informed decisions.
Address operational challenges
Accelerate decision-making with simplified custom WFM reports. Mitigate escalations and potential violations with proactive alerts and notifications.
Frequently asked questions
Workforce management software is a solution that helps workforce management (WFM) planners and contact center supervisors to forecast case volumes, plan for staffing needs and subsequently schedule the staff to bring maximum efficiency and productivity to contact center operations.
The key capabilities of workforce management software are:
AI-led forecasting to predict future case volumes, handling times and SLAs accurately across all channels based on historical data to manage agent schedules.
Capacity planning to determine staffing needs and optimize staffing levels for short, mid and long periods, allowing you to be proactive with workforce management.
Staffing simulation to help you prepare yourself for worst-case scenarios by running “what if” scenarios to plan resources efficiently. You can simulate shrinkage, AHT, occupancy and SLAs at a granular level to determine workforce capacity requirements.
Agent adherence gives real-time updates on aspects like call avoidance and figuring out changes in the schedule, such as breaks, logins and logouts.
Automated scheduling to reduce the workload of supervisors by automating shift planning across multiple locations, leading to more flexibility and better planning.
Compliance makes it easier for supervisors to follow business policies and compliance for contact centers while monitoring agent preferences to minimize schedule conflicts.
✅Point to note: AI-powered workforce management software like Sprinklr amplifies these benefits, driving 2x productivity with 30% less administrative workload. Sounds unbelievable? Sign up for a demo of Sprinklr’s workforce management today and see how all this happens.
Workforce management improves customer service by ensuring:
- Your contact center is never over- or under-staffed
- Your call scheduling is flawless, with minimal call wait times
- Your resources are fully utilized and adherent to SLAs
- Your employee leave management system is automated and smart
- Your contact center is proactively prepared to handle volume surges
Yes, workforce management software can integrate with existing systems such as CRM, contact center platforms and HR systems to streamline operations, improve efficiency and enhance the user experience. Software built atop a unified platform like Sprinklr offers comprehensive integrations with prevalent software. Check our integrations here.
Workforce management software yields multiple business benefits in the form of:
- Scheduling accuracy
- Enhanced contact center agent productivity
- Reduced labor costs
- Improved employee satisfaction
- Stringent regulatory compliance
- Optimized resource allocation and agent utilization
These benefits can help you go miles and miles in making your customer happy. Add AI to the mix and see your customer satisfaction and retention rate soar. Try Sprinklr’s AI-powered workforce management software for free and witness the gains yourself.
Sprinklr resources
Learn how efficient workforce management can help you drive agent productivity in your contact center with proactive planning and forecasting.
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