- Free Version: Available for teams of up to 10
- Pricing: Premium plan $24/month (with a free 30-day trial period)
- Platforms supported: Available as a mobile app (iOS and Android) or a web-based software
Why use SafetyCulture?
SafetyCulture is one of the top tools for call centers looking to digitize their processes, enhance productivity, and ensure that everyone on the team is on track. With this mobile-first platform, you can schedule tasks, communicate with the team, gather data on customer service operations, and generate high-quality performance reports to give you a bird’s eye view of your workforce. On top of that, it empowers employees, giving them the ability to work better and more efficiently, which is why it’s one fo the top picks for call center managers.
Features:
- Build workflows around customer service operations so that everyone understands the tasks at hand
- Create smart checklists that employees can use when handling processes to ensure that they cover all bases
- Report issues with operations during call quality assurance (QA) checks and assign actions to solve and correct them
- Communicate with team members and create an open line of communication between employees and managers
- Assign follow-ups on certain actions so employees work on them right away
Why use Nice?
Nice is a comprehensive workplace management software with a full suite of tools for managing a call center. This is a unified solution, which means it provides you with everything you need—from employee training tools to agent monitoring, and even setting up workloads to ensure efficient staff scheduling.
Features:
- Automatic Call Distribution (ACD)
- AI Routing
- Predictive Dialer
- Free Version: No free version available.
- Pricing: Pricing is not available on the website but comes with a free 60-day trial period.
- Platforms supported: Web, Desktop
Why use Five9?
As a call center workforce management solution, Five9 features tools that enable businesses to manage their contact centers more efficiently. It equips them with functionalities to successfully manage employees, their performance, and the quality of service they provide to customers.
Features:
- Workflow Automation
- Employee Engagement
- Customer Engagement
- Free Version: No free version available.
- Pricing: Core Plan starts at $149 per month.
- Platforms supported: Web, Desktop
Why use Assembled?
Assembled is a workplace management software with real-time dashboard views and forecasting and scheduling features to keep all contact center workers on track. These capabilities allow teams to always stay on top of tasks and stick to a schedule.
Features:
- Scheduling at-scale
- Short-term scheduling
- Real-time dashboard view
- Free Version: No free version available.
- Pricing: Pricing varies depending on the size of the company.
- Platforms supported: Web
Why use Alvaria Workforce?
Alvaria Workforce is a workforce management solutions specifically designed for call centers. With the app, you can optimize processes, cut down costs, and improve call center service from all levels using all the software’s features.
Features:
- Workforce Engagement Management
- Employee Experience
- Mobile Capabilities
- Free Version: No free version available.
- Pricing: Pricing is available upon request.
- Platforms supported: Web, PC, iOS, Android
Why use Eleveo?
Eleveo offers specific features designed to increase productivity and efficiency in call centers. With features like advanced analytics, call recording, and scheduling, it’s much easier to manage a team of call center agents.
Features:
- Call Recording
- Quality Management
- Workforce Management
- Free Version: No free version available.
- Pricing: Pricing is available upon request.
- Platforms supported: Web
Why use Intradiem?
Intradiem is an AI-powered platform designed to help optimize processes and efficiency in call centers. With various features for both remote and in-person call center and customer service operations, managing a call center is much easier with this efficient tool
Features:
- Workforce Automation for Contact Center Teams
- Workforce Automation for Back Office Teams
- Intelligent Automation
- Free Version: No free version available.
- Pricing: Pricing is not available on the website.
- Platforms supported: Web, Desktop
Why use Route 101?
Route 101 combines AI and convenient automation to make it much easier for managers to take charge of their call centers. With this tool, you can create a better environment for your staff while anticipating demand and planning more effectively.
Features:
- Customer Engagement
- Omnichannel
- Workforce Management
- Free Version: No free version available.
- Pricing: Prices for premium plans are available upon request.
- Platforms supported: Web
What is a Call Center Workforce Management Software?
Call center workforce management software are tools specifically designed to help managers handle the day-to-day activities in call centers, streamline processes, and improve the current processes to enhance efficiency and productivity. With the right software, businesses can cut costs, boost productivity, and improve their overall customer service operations.
Benefits
Call center workforce management tools make it easier to take charge of your call center team. There are many factors to consider when running customer service. And sometimes, scheduling, building workflows, and similar processes can get complicated and overwhelming. Call center workforce management software aims to streamline these processes and make it easier to create an effective and efficient work environment.
But the benefits don’t end there. On top of that, it can also help you cut costs. When you plan and schedule processes efficiently, there’s a lesser chance that you waste employees’ time and effort, which, in turn, reduces operating costs.
Lastly, good call center workforce management software puts you on top of your operations. That way, everyone on the team understands the tasks at hand and can deliver a better customer service experience for your clients.
Key Features
There are a few key features that you need in call center management software. Of course, every workplace has its own needs and required features. However, here are some of the main features you will need from a good call center management software:
- Scheduling and building workflows
- Data and analytics gathering for your operations
- Automating different processes to save time
- Monitoring your employees for quality control
- Report generating to give you a bird’s eye view of the efficiency and effectiveness of your operations
- A fair price for the features
Selecting the Right Call Center Workforce Management Software
Regardless of the organization’s needs, it’s important to choose the right software for managing a call center. With so many options on the internet, finding the best fit is difficult. But to make it easier, here’s a breakdown of the apps we featured today and the features they offer:
| Call Center Workforce Management Software | Free Version | Paid Plan | Mobile App |
| SafetyCulture | Yes | $24/user/month* | Yes |
| Nice CXone | None | Not available | None |
| Five9 | None | $149/month | None |
| Assembled | Yes | Custom pricing | None |
| Alvaria Workforce | None | Upon request | Yes |
| Eleveo | None | Upon request | None |
| Intradiem | None | Not available | None |
| Route101 | None | Upon request | None |
* billed annually
Leon Altomonte