In the high-pressure world of contact centers, there’s only one thing that holds true generation after generation — chaos is bad for business. Imagine a flood of calls during a busy holiday, agents scrambling to keep up, and frustrated customers hanging up before getting help. Or maybe it’s the start of school, and fall-ageddon is imminent. Either way, this is where you come in, as the trusted IT sales partner, with the perfect solution in your back pocket: AI-infused contact center WFM.
But here’s the kicker: many of your clients, especially those in growing organizations, don’t even realize they need a WFM solution until you lay it out for them. So below, we’re breaking down why WFM is an absolute game-changer for contact centers and why selling it makes you their hero.
Understanding Why Your Clients Need Contact Center WFM
What is Contact Center WFM?
Contact center WFM — or workforce management — is an all-seeing, all-knowing system that helps your clients optimize every shift in their contact center. In the simplest of terms, it’s a tool they can use to ensure the right agents are available at the right time with the right skills to handle incoming interactions.
It optimizes forecasting, scheduling, monitoring, and performance management. And here at Broadvoice, it’s an AI-infused solution with capabilities like agent scheduling, performance analytics, adherence and occupancy rate tracking, and capacity training.
How WFM Helps Your Clients
Your clients don’t want to admit it, but they’re probably overstaffed one hour and ridiculously understaffed the next. WFM steps in to fix this with AI-powered scheduling, real-time analytics, and automated staffing adjustments that keep things running smoothly.
Inside the Key Features of Broadvoice’s WFM
AI-Powered Forecasting and Scheduling
What it is: This isn’t your standard spreadsheet juggling act. Our AI-infused forecasting uses historical data to look for trends and patterns. The data is then used to predict peak times, slow periods, and everything in between.
How it helps: Your clients can finally stop worrying about the balancing act of scheduling. AI crunches the numbers so they don’t have to. It looks at contact volume, agent skills, and time-off schedules to ensure plans are in place to handle the busy times and the boring hours.
Real-Time Analytics
What it is: More than 80% of contact center leaders have invested in voice and text analytics to drive insights into their service quality and agent performance. Have your clients? With WFM, managers can see up-to-the-minute performance and service levels so they can respond instantly.
How it helps: With real-time data at their fingertips, your clients can make quick decisions — whether it’s to bring in more agents during a rush or adjust break times to prevent burnout. No more guessing games.
Automated Staffing Adjustments
What it is: Based on AI forecasts and real-time analytics, our WFM system can automatically adjust staffing needs throughout the day, so intraday management just…happens.
How it helps: Instead of frantically calling agents to come in early or begging them to stay late, the system can shift schedules as needed without breaking a sweat. No more scrambling for coverage or risking poor service levels.
Multi-Time Zone Scheduling
What it is: This feature is a lifesaver for contact centers that span different regions, states, or even countries. It lets your clients maintain consistent support and workforce coordination across global operations.
How it helps: Imagine trying to manually manage a team across six different time zones. I get overwhelmed trying to schedule one half-hour meeting with team members from Colorado, California, and Portugal. WFM takes the headache away by ensuring every shift is covered, no matter where the agents are based. It keeps things running like a well-oiled machine.
Adherence and Occupancy Tracking
What it is: Adherence is about making sure agents stick to their schedules, and occupancy tracks how busy agents are during their shifts. This is totally automatic with our contact center WFM solution.
How it helps: This is where your clients can really dig into their efficiency. They’ll know which agents are showing up late, who’s overworked, and how to make sure everyone is on task (but not overwhelmed).
Capacity Planning
What it is: Capacity planning helps your clients align their long-term workforce planning with business growth and seasonal demand.
How it helps: With a solid capacity plan, your clients won’t be caught off guard by unexpected demand spikes or a need for a bigger workforce. It’s like having a crystal ball for staffing. Magic.
A Self-Service Portal for Agents
What it is: Our self-service portal lets agents check their schedules, request time off, and even swap shifts without needing a supervisor’s help.
How it helps: This gives agents more autonomy, which boosts job satisfaction. And happy agents are productive agents who are less likely to leave their post at the first opportunity.
How Broadvoice WFM Drives Operational Efficiency
Now that you know about our contact center WFM solution, you’re probably wondering how to pitch it. Let’s talk about how we’re taking things up a notch.
Optimize Your Resources
With Broadvoice WFM, your clients can fine-tune their staffing levels to match actual demand. This means no more wasted payroll dollars on idle agents during downtime. Reduced labor costs? Check. Better resource allocation? Check. Plus, your clients will love you for saving them money while boosting productivity.
Streamline Operations with Automation and AI
Broadvoice WFM uses automation and AI to handle the heavy lifting. Automated scheduling, real-time adjustments, and intelligent forecasting make managing centers less stressful for everyone involved. Your clients won’t just be running a tight ship — they’ll be cruising on autopilot.
Help Your Client Boost Agent Satisfaction
It’s not revolutionary, but it is the truth: happy agents = happy customers. Broadvoice’s contact center WFM makes life easier for agents by giving them flexible scheduling, predictable shifts, and self-service tools. Plus, having the right resources for higher-demand days means fewer stressful shifts, better work-life balance, and a much more motivated team.
A Few FAQs on Broadvoice’s New Contact Center WFM
Q. What are some real-world use cases for WFM?
A. Our new contact center WFM solution has several real-world use cases. Here are just a few:
-
- Efficiency analysts can dynamically adjust staffing levels to meet real-time demand.
- Forecasting specialists can automate insanely accurate staffing forecasts to replace manual or cumbersome methods.
- Experience strategists can reallocate agents to manage call volume spikes or dips.
- Improvement managers can find and fix performance gaps to increase productivity.
- Global coordinators can align schedules across multiple time zones for a consistent experience across the globe.
- Operations supervisors can monitor and act on real-time data to optimize their team’s efficiency.
Q. How does WFM help my clients improve their cost efficiency?
A. Using WFM, your clients can avoid overstaffing and understaffing their teams to ensure they always have the right number of agents. This leads to better workforce utilization, lower labor costs, improved financial performance, and higher team satisfaction, which can then lead to lower turnover. Talk about a win-win-win situation.
Q. Why should I promote your WFM solution?
A. Because we’re awesome, obviously. But more seriously, our product addresses key pain points in contact centers, like inefficient tracking and a lack of automated reporting. And it offers unique features like AI-powered forecasting, real-time analytics, and customizable reporting. These significantly boost operations and help your clients gain a competitive edge in their industries. Plus, selling with Broadvoice gives you and your clients a single point of contact for the entire contact center suite — including WFM.
Q. How does WFM help me in customer acquisition and retention?
A. Adding our contact center WFM product to your service portfolio helps attract new customers by addressing common pain points in scheduling, reporting, and resource management. It also helps you retain and upsell customers by giving them access to consistent, accurate, and centralized data, improving their operational efficiency and customer satisfaction.
Q. What support is available for me?
A. We offer extensive support to our partners, including training, marketing resources, and technical assistance, so we can successfully promote and implement WFM together.
