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Workforce Management Solutions with Assembled

Forecasting, scheduling and realtime analytics all in one place.
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Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Optimize events
  • Manage schedules
  • Generate schedules

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Analyze team productivity

Build a holistic picture of how agent activity translates to team outcomes whether it's for coaching, planning, or operations.

Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Swap shifts
  • Manage schedules
  • Generate schedules

Empower your team.

We provide your whole team visibility into schedules and performance so that everyone shares ownership in success.

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Sync schedules into or out of Google Calendar

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View schedules in Slack

Integrate with one click.

Works out-of-the-box with Zendesk, Kustomer, Intercom, and more. Easy and secure authentication via OAuth.

What do our customers love about us?

We have a much clearer sense for where our time is going

Workforce Management System 

When it comes to running a successful business today, it is absolutely vital to leverage the latest technological advances and maintain an edge on the competition. This is where a workforce management system can be extremely helpful. For those who might not know, workforce management involves optimizing every part of the department, making sure not only that business operations run smoothly, but that all problems which may arise are quickly addressed. This is where workforce management software comes in.

For those of you out there who were asking the question "what is workforce management software?", it is an advanced software program which can handle a wide variety of business processes. For example: one of the most common applications of workforce management software has to do with employee scheduling issues. Employee scheduling is one of the most common issues that managers have to deal with. With so many employees asking for vacation, taking sick days and requesting schedule swaps, a significant amount of time is taken up on a regular basis by having to handle employee scheduling issues. By stepping in and automating many of these issues, workforce management software can help to uniquely rectify this problem.

Another way that workforce management software is commonly applied has to do with tracking metrics. Today, businesses need to make sure they have access to all their data, so that they are able to make actionable decisions based on reliable intelligence. To this end, workforce management software can be a source of tremendous relief. Once given access to instant data analytics, it is going to be much easier for companies to make decisions, allowing them to always maintain an edge over the competition.

At the same time, however, a workforce management system is much more than just a software program. For companies to get the most out of their workforce management systems, they need to place their employees into a position to properly apply the various software programs. There are several important points that every business should keep in mind.

Mobile Workforce Management Software

One of the ways in which workforce management software has changed today is in the development of mobile workforce management software. Today, there are more people working remotely than ever before. As such, it is important for companies to make sure their employees are able to stay on the same page, even as they work remotely. For example: it is much easier for teams to stay on track when the team members are able to simply walk down the hall to one another, rather than commute across the city. This is where a workforce management app can be helpful. With a workforce management app, it is possible to distribute files, share information, and even entire video conference calls - all of which can make it easier for businesses to make sure their employees are all staying on the same page.

In addition, employees who are out in the field can also utilize mobile workforce management software to better meet the needs of their clients. For example: if an employee is heading out to visit a client, then it is going to be extremely helpful to have access to all the files and data they need to handle this case remotely. Keep in mind that the information employees need to access remotely could be different than the files they would typically use behind a desk. Many of the files they would usually keep in a manila folder behind the desk are now going to have to be accessed remotely. Therefore, businesses need to also prioritize information security.

Call Center Workforce Management Software

One of the most common ways you’ll see workforce management software applied has to do with a call center. When looking at call center workforce management software, it is important for businesses to ensure that they are utilizing it perfectly. Workforce management in a call center involves scheduling issues first. There are many businesses that notice seasonal ebbs and flows, when it comes to call center demand. When looking at call center workforce management best practices, it is important for call centers to hire extra employees in anticipation of rising demand. By doing so, this will give them the time they need in order to train new employees to successfully handle calls in an appropriate manner.

In addition, it is important to look at a variety of other workforce management software features. For example: workforce management software should be used to track metrics such as how long it takes to resolve each call, the average amount of time that customers spend waiting for someone to answer their call, and the percentage of calls that are resolved on the first attempt. By looking for workforce management software that can track these metrics, companies can go a long way in making sure they find the right program for meeting their needs.

Employee Scheduling Software

When it comes to employee scheduling software, there are plenty of options to choose from. For example: there are free workforce scheduling software options that will provide companies with access to basic features. At the same time, though, this may not be enough for companies to be able to address all of their employee scheduling issues, such as scheduling swaps, vacation days, and advanced on-call systems.

There are some companies that prefer to use Microsoft Excel. By creating different sheets and highlighting cells, this could be enough for companies to address their most basic scheduling needs. However, at the same time, if changes need to be made, then the schedule can get thrown off quickly, leading to major issues.

Finally, there are tons of businesses out there that like to invest in premium employee scheduling software options. These are automated tools which can allow companies to handle customized on-call schedules, sick days, vacation days, and unique scheduling requests. They can also potentially allow employees to handle their schedule availability on their own, thus increasing efficiency.

Workforce Management Interview Questions

While it is important for companies to invest in the right workforce management tools, it is also important to hire the right people. This is where workforce management interview questions are so crucial. First, it is important to come up with the right workforce management job description. Your job description should lay out the basic duties of the position, followed by a list of requirements that are essential for an employee to have. Finally, the job description should also list out a few of the preferred qualities a potential employee should have, although these qualities are not required.

Then, once potential employees have begun applying for the position, it is important for you to ask the right questions in the interview. From the beginning, you should ask candidates why they want the job. Candidates should be able to describe to you why they are a good fit for the position. Then, they should also be able to describe why they want to work for the company. After all, they need to mesh with the company culture, as well. This will help you find the right person for the position.

Workforce Management Services

When it comes to workforce management, there are several services that need to be included. Regardless of whether a company hires a consultant or subscribes to a list of tools, these services should be able to handle budgeting, recruiting, scheduling changes, team member communication, and common human resources issues. These services are essential in coming up with a comprehensive workforce management system.

In some cases, businesses will hire professional consultants to handle their workforce management processes - whereas in other situations, they might instead enlist the help of a wide array of tools. In many situations, companies are going to have to go with multiple tools, in order to make sure that all of their needs are met. If this is the case, then companies should try and go with tools that integrate well with one another. Doing this will help companies to ensure that all of their team members are on the same page. If they end up going with tools that are not able to communicate with each other, though, then it might prove to be a challenge for team members to all attempt to stay on the same page. Furthermore, it might be difficult to remember which tool handles which process, which could very well work to slow down the company’s efficiency, leading to problems.

Workforce Management Tools

In the end, there are a variety of workforce management tools which make up an entire workforce management system. When looking at call center workforce management tools, it is important to find tools that are able to handle numerous employee scheduling issues, while at the same time tracking key analytics that play a role in the success of a call center. Even though there are numerous industries that might still be using physical tools such as templates and charts, it is very important to augment these tools with workforce software.

Another key tool that goes into a comprehensive workforce management system is workforce planning software. The software program is important in making sure that employees can anticipate the tasks they are going to have to accomplish in the future, in addition to helping managers anticipate scheduling issues. The sooner company leadership is able to identify potential problems down the road, the faster they will be able to circumvent them. In this manner, workforce management tools are able to help businesses maintain an edge over their competition.

In order for companies to get the most out of their workforce management software, it is important to note that finding the right tool is only half of the equation. Companies will also have to make sure they are able to place their employees into a position to succeed. This means pairing the right employee with the right software tool, as well as providing them with the appropriate training program. As long as companies take the time to properly train their employees, they will be sure to get the most out of their workforce software tools.

Get staffing right.

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