Published 3 May 2023

The Top 8 Call Center Workforce Management Software of 2023

a call center team leader managing her team using a call center workforce management software

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 $19/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

SafetyCulture staff writer

Leon Altomonte

Leon Altomonte is a content contributor for SafetyCulture. He got into content writing while taking up a language degree and has written copy for various web pages and blogs. Aside from working as a freelance writer, Leon is also a musician who spends most of his free time playing gigs and at the studio.

Leon Altomonte is a content contributor for SafetyCulture. He got into content writing while taking up a language degree and has written copy for various web pages and blogs. Aside from working as a freelance writer, Leon is also a musician who spends most of his free time playing gigs and at the studio.