Run a more efficient contact centre with Dialpad WFM software
Find out how Dialpad workforce management software makes forecasting, capacity planning, and fair scheduling the easiest part of your day.
Dialpad is loved by the best in the business
Workflow management made easy
Upgrade to dynamic shift planning, performance tracking, and scheduling that simplifies operations, keeps agents happy, and delights customers with Dialpad workforce management software.
Adapt on the fly with advanced, customisable forecasting
Dialpad’s workforce management solution saves you time by automating manual scheduling and shift planning, so you can easily navigate changing inflow levels and adapt your strategy as your business evolves.
Rely on our transparent performance tracking for reporting & analytics
With our workforce management technology, you can track human and AI performance, keep tabs on productivity, quickly evaluate behavioural trends, and generate insights that inform your next best action.
Keep agents happy with fair & efficient shift scheduling
Rotate activities between agents automatically—in accordance with your rules—and ensure that your workforce scheduling is well-balanced, equitable, and varied.
Reap the benefits of using the best WFM software for contact centres
The Dialpad workforce management platform informs your intraday schedules, equips you with tools for measuring agent performance, and helps you manage a high-performing contact center.
Enhance efficiency & productivity
Improve the customer experience
Boost agent engagement & retention
How do you quantify the value of WFM software?
Without a workforce management tool, keeping agents productive, avoiding overstaffing, and making customers happy is a complex juggling act.
Get a copy of our new eBook for help with making the case to management.
How to get started with Dialpad WFM
Access the integration settings in your Dialpad account and set up the cloud-based workforce management features.
Then, review forecasts, connect your time off calendar, add your team, create your schedules, and start onboarding your agents.
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Make your contact centre work better for customers and agents with Dialpad WFM software
Learn more about managing your call and contact centre with Dialpad.
WFM software FAQs
Workforce Management (WFM) software, featuring a suite of tools designed to optimise the productivity and efficiency of support teams and contact centres. WFM software helps supervisors and managers forecast requirements, strike the right balance between overstaffing and understaffing, track attendance, and manage employee performance.
WFM software is particularly popular for call centres in industries with large, dynamic workforces like call centres, retail customer service teams, and healthcare patient support organisations. By automating these processes, WFM software reduces administrative burdens, minimises labour costs, and ensures that the right number of employees with the right skills are available at the right times. To provide a comprehensive solution, WFM software often integrates with other systems like payroll and HR.
WFM, WFO, and WEM are related concepts but focus on different aspects of workforce management. Here’s how they differ:
Workforce Management (WFM) primarily deals with scheduling, forecasting, time tracking, and performance management.
Workforce optimisation (WFO) is a broader concept that includes WFM but also encompasses tools for quality management and analytics to enhance overall operational efficiency.
Workforce engagement management (WEM) takes it a step further by focusing on employee engagement and satisfaction, incorporating features like gamification, feedback systems, and training modules.
The cost of WFM software can vary widely depending on the features, scale, and deployment models. Small businesses typically need basic WFM solutions, whereas mid-sized companies tend to require more advanced features like real-time analytics and integration capabilities. Large enterprises often have thousands of employees across multiple locations, departments, and time zones, and, as such, require more sophisticated tools that can handle complex scheduling, time tracking, and resource allocation.
Additionally, some vendors offer one-time licensing fees for on-premise solutions, so it’s important to consider additional costs for implementation, training, and ongoing support when budgeting for WFM software.