Call Center Workforce Management

Job #1 for Contact Center Managers

Contact centers aren’t assembly lines operating under predictable conditions.

Demand for agents is dynamic and subject to outside factors, making it difficult to create accurate forecasts and schedules. That's where Eleveo Workforce Management (WFM) tools come in.

Eleveo WFM helps you ensure the right number of agents with the right skills are in the right seats at the right time - even if your agents work remotely.


Why Implement Workforce Management?

An effective call center workforce management solution supports your business by ensuring a consistent, superior customer experience while keeping your agents happy, productive and meeting your service level agreements (SLAs).

Eleveo Workforce Management tools empower contact centers by enabling leadership to:

Benefits of Eleveo Workforce Management

Today's business environment challenges contact centers to do more with less. Schedule optimization, engaged agents, streamlined agent workflows, and standardized reporting have never been more important. You need innovative technology tools to get the most from your limited resources.

Eleveo Workforce Management aligns a contact center's people and processes to achieve key customer, agent and management objectives.

Delivering the Service Customers Expect

Average Handing Time, First Call Resolution, Average Time in Queue - these are a few of the customer experience KPIs for contact centers. That's why Job #1 for contact center managers is staffing, ensuring enough agents with the right skill sets are on-hand to process the call, email and chat volume at any given moment and do it well.

Attracting and Retaining Productive, Satisfied Agents

How busy are agents throughout their shifts? Are they 100 percent occupied, going from one call to the next with no breaks in between or are they sitting idle waiting for the phone to ring? Occupancy is vital; is it too high or too low? Burnout or boredom — they influence employee satisfaction and retention. Elevéo's workforce management tools help you manage agent workload, increasing productivity and lowering attrition rates.

Freeing Managers to Focus on Value-Add Activities

With Eleveo’s intuitive, drag-and-drop forecasting and scheduling interface managers will be free to devote time previously spent creating schedules to value-add activities, like agent coaching and other quality improvements - even more so with our AI-powered Auto Scheduling tool. All the while, you’ll enjoy the peace of mind of knowing you’re extracting maximum value from your agent resources.

Eleveo WFM Quick-Hit Feature Summary


  • Multichannel Forecasting
  • Forecasting Adjustments



  • Multi-Skill/Multi-Channel Scheduling
  • AI-Powered Auto Scheduling
  • Schedule Adherence (Standard and Real-Time)
  • Drag & Drop Scheduling
  • Copy/Clone/Paste Schedule Modification
  • Remote and On-Site Agent Scheduling
  • Agent Portal for Schedule View by Day, Week, Month
  • iCalendar Sync for Smartphone Schedule Access

WFM Made Easy - Eleveo Best-Practice Consulting

With Elevēo your contact center will secure access to easy-to-use, intuitive tools for core WFM activities, like Forecasting, Scheduling and Schedule Adherence. The solution itself, though, is only half of the equation.

Maximizing Elevēo WFM’s value to your organization also requires careful planning, well-executed processes and a firm set of procedures. That’s the mission of our WFM Best Practices Consulting Team. We’re advisors and partners dedicated to helping you align your entire organization – not just our solution – with your WFM objectives.

You don't need a dedicated IT or data-science staff to deploy, use, manage and scale Eleveo WFM tools.
When you effectively manage your workforce, you can maximize your most valuable resource: your employees. Are you ready to optimize your call center with Elevéo’s workforce management solutions? Then, try a free demo with us.

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