Workforce Management

Simplify the effort to forecast expected interaction volume, work items, and the labor requirments to service the expected demand while ensuring your service level objectives are achieved.

Key benefits

  • Multiple algorithms are used to accurately forecast volume for all of your interaction channels.
  • Schedules are created based on criteria defined by the business to ensure performance and agent expectations are aligned.
  • Monitor and track schedule adherence with automated alerts and dashboards to quickly draw attention to outliers or performance concerns.
  • New users quickly become proficient thanks to an intuative user experience and navigation logic.
  • Multiple algorithms are used to accurately forecast volume for all of your interaction channels.
  • Schedules are created based on criteria defined by the business to ensure performance and agent expectations are aligned.
  • Monitor and track schedule adherence with automated alerts and dashboards to quickly draw attention to outliers or performance concerns.
  • New users quickly become proficient thanks to an intuative user experience and navigation logic.

Learn more about Workforce Management

Optimize your staffing

Predict demand and staff accordingly across all of your contact channels.

  • Reduce headcount requirements to achieve service level objectives across all contact channels
  • Gain a clear and trusted forecast to ensure correct staffing without wasted labor

Optimize your staffing

Predict demand and staff accordingly across all of your contact channels.

  • Reduce headcount requirements to achieve service level objectives across all contact channels
  • Gain a clear and trusted forecast to ensure correct staffing without wasted labor

Spend less time scheduling

Automatically generates schedules based on arrival patterns, and focus more time managing agents.

  • Minimize administrative effort to generate accurate forecasts and optimal schedules

Spend less time scheduling

Automatically generates schedules based on arrival patterns, and focus more time managing agents.

  • Minimize administrative effort to generate accurate forecasts and optimal schedules

Take guesswork out of forecasting

Ensure you are staffing correctly with clear forecasts, and avoid extended periods of underutilization.

Take guesswork out of forecasting

Ensure you are staffing correctly with clear forecasts, and avoid extended periods of underutilization.

Easy set up

Simple administration ensures positive scheduling results within days.

  • Train new and additional users with ease thanks to an intuitive user interface
  • Realize benefits quickly with rapid time to proficiency

Easy set up

Simple administration ensures positive scheduling results within days.

  • Train new and additional users with ease thanks to an intuitive user interface
  • Realize benefits quickly with rapid time to proficiency

8x8 Workforce Management is part of a suite of capabilities

Contact Center

8x8 Contact Center connects to your customers on their channel of choice. Design better customer experiences with an intelligent, collaborative solution.

Other related features

CX Analytics

Quality Management

Speech Analytics

Digital Channels

Groundbreaking tool to provide visibility into customer interactions.

Deliver exceptional customer service.

Valuable insights for your call center.

Enhance customer experience with digital channels.

CX Analytics

Quality Management

Groundbreaking tool to provide visibility into customer interactions.

Deliver exceptional customer service.

Speech Analytics

Digital Channels

Valuable insights for your call center.

Enhance customer experience with digital channels.

CX Analytics

Groundbreaking tool to provide visibility into customer interactions.

Quality Management

Deliver exceptional customer service.

Speech Analytics

Valuable insights for your call center.

Digital Channels

Enhance customer experience with digital channels.

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