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Workforce Management Tools 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.

Google Calendar logo

Sync schedules into or out of Google Calendar

Slack logo

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 Tools

In this day and age, it is incredibly important to prioritize workforce management. Today, there has been a shift, with more people than ever working remotely. To this end, workforce management has now become more challenging than ever before. Luckily, this is precisely where workforce management tools come in handy. For those out there who may be wondering “what are workforce management tools?”, there is a very long WFM tools list that you can use to help guide you in your selection. With so many options available, there exists a unique opportunity for everyone to take this list of tools and tailor them to meet their specific needs.

The first thing to know, when it comes to workforce management tools, is that they come in many shapes and forms. For example: there are some physical workforce management tools that can make it easier for companies to keep track of their employees, such as templates and charts - whereas conversely, many companies have found that WFM software is easier to use, which comes in the form of computer programs, mobile apps, and other advanced tools. There are even automated tools that can make it even easier for these companies to manage their workforces.

When looking at the process of workforce management, there are many ways to approach this process. This is a positive, because every small business is different as well. For example: small businesses might be able to use a single tool that is going to encompass all of their workforce management needs, while larger companies might require a wide suite of tools to manage every aspect of their workforce. There is nothing wrong with either of these approaches; however, if a wide variety of tools is going to be used, then it is important to make sure that these tools are all able to communicate with each other, in order to make sure that everyone is able to stay on the same page.

Call Center Workforce Management

One of the most common locations that workforce management is going to be employed in comes in the form of call centers. Call centers can either include outgoing calls (such as those being made to try and make sales) and incoming calls (such as customer service calls). When looking at call center workforce management best practices, there are several tips to keep in mind. First, workforce management tools should be used to track how many calls employees are handling per shift. If the call center is running smoothly, then employees should be able to handle a large number of calls each shift.

Of course, this is not the only metric that needs to be tracked. For example: when looking at workforce management, it is also important to try and employ tools that are going to track the percentage of customer calls that are resolved on the first attempt. If employees are well-trained, then this percentage should be high as well. Another metric that call centers might want to track when it comes to workforce management is the percentage of calls that are escalated to managers. The goal is for this metric to be kept as low as possible. All of these numbers should be tracked to ensure that cell centers are running smoothly and efficiently.


Employee Scheduling Software

There are many workforce management tools that can be used to schedule employees in an efficient manner. With teams growing larger and more remote as time goes on, it is becoming harder and harder for managers to keep track of employee schedules using traditional pencil and paper means. To solve this, there are several different types of software available to help managers handle employee schedules.

For example: schedules in healthcare are particularly challenging. There are work-hour limits for some parts of medicine, holidays need to be distributed evenly, and someone has to be working 24 hours per day, 7 days per week. When compared to workforce management tools for a call center, this is going to be a different tool. In healthcare, this tool has to be able to track when people are working, how many hours they are working, who is working when (particularly as it pertains to weekends and holidays), and who is going to be on call. This can be extremely challenging in the healthcare sector.

There are other industries that face challenging scheduling situations, as well. For example: industries in which employees travel a lot can throw off scheduling situations, as well, leading to the redistribution of employee responsibilities, and possibly forcing some people to be called in to cover these roles while others are out of town. Employee scheduling software can make it easier for managers to ensure that vacations, sick days, and on-call employees are all handled appropriately.

Workforce Management App

Another of the most important workforce management tools comes in the form of a workforce management app. With so many teams working remotely and on-the-go today, it is critical to make sure that they can all still communicate effectively with one another. A workforce management app should be able to allow employees to speak with each other, share files, and complete conference calls in an efficient manner. With the right mobile workforce management software, teams should be able to communicate with each other in a smooth manner that keenly enables them to keep their projects on track.

One of the top ways a workforce management app can be used involves smartphones. Smartphones can do almost everything that desktop computers can, including being used to complete documents, handle videoconferencing, and share files. And since most employees have their smartphones on them at all times, smartphones have become a vital part of team communication. When managers are looking for a workforce management app, they should keep a few key factors in mind. First, the app should be useful on all mobile platforms. Second, the app needs to allow employees to easily communicate. And finally, the app also needs  to allow employees to share documents smoothly.

Workforce Management System

When looking at an overall workforce management system, there are lots of moving parts which all have to come together in order to make this system work. Even though employee scheduling and communication are among the most important parts of this system, there are still other parts that have to be included as well. Some of those other parts which make up a strong workforce management system include: data collection, recruiting, forecasting, budgeting, analytics, and more. Therefore, it is crucial to take a look at how workforce software can come together to address these systems.

For those wondering “what is workforce management software?”, this is software that can be used to manage all aspects of the workforce, including many of the parts listed above. While software can go a long way toward making the process of workforce management easier, it is also important to note that software alone is not going to be able to effectively manage an entire workforce. That also requires for managers to be able to use these tools effectively. Therefore, it is extremely important to pair the right people with the right tools, in efforts to ensure that today’s workforces are able to run efficiently.


Workforce Management Services

There are a number of major parts which all have to work together in order to make an entire workforce run smoothly. The right workforce management is going to promote a good, healthy atmosphere in which employees are able to thrive. It is important to do the right research and set attainable goals for employees, while at the same time creating an environment in which they can communicate effectively with one another and to ask for help when required. The great news is that workforce management software can help tremendously with this process.

There are some situations where companies might hire workforce management services to help them manage these issues. And while there are some situations where businesses might be able to handle these issues on their own, there are great enterprise workforce management software options out there that can help companies address key facets of workforce management. Some companies hire specialists, while others simply use a workforce management program, such as workforce management software for retail, to help them support their workforces. Finding the right software can go a long way toward helping companies address their workforce management concerns.


Workforce Management Software for Call Centers

One of the most common situations in which workforce management software is employed involves workforce management software for call centers. For those of you out there who are looking for the best WFM software for call centers, there are a few tips to keep in mind. The best practices for workforce management software for call centers should include not only employee scheduling, but also the calls themselves. Ideally, an outgoing call center should have a workforce management software program that will automatically dial the numbers in order to prevent employees from getting tired. Additionally, workforce management software in call centers should track some of the most important metrics, so that managers can see how the call center is performing.

There are several metrics that call centers need to be able to track effectively. For example: workforce management software in call centers should be able to track how quickly employees are completing calls, how much time they are taking between calls, the percentage of calls that are resolved on the first attempt, and the percentage of calls that are escalated to managers. Furthermore, some workforce management software programs might be able to sort calls and then route them to specialists who are able to handle specific issues. By taking the time to find the right workforce management software for call centers, managers will have all of the information they need right at their fingertips, so that they can go on to make the right decisions for their teams. And of course, all of this can go a very long way toward keeping employees happy.


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