Best Call Center Workforce Management Tools & Strategies in 2025

A call center’s dynamic nature and complexity make it difficult to manage, especially during peak times when agent availability changes or call volumes rise. The management role becomes even more complex as these centers become omnichannel platforms for a variety of customer interactions. This is where efficient workforce management in call centers really shines. In a call center, workforce management (WFM) is all about optimizing agent schedules to meet the ever-evolving requirements of customers. Organizations can automate and streamline essential processes like employee management, call reporting, and analytics by utilizing call center workforce management software. When these tools integrate seamlessly with CRMs and other workspace solutions, they elevate productivity and boost operational efficiency.

What is call center workforce management (WFM)?

At its core, call center workforce management is a combination of tools and strategies that are used to optimize business resources. For a call center to be successful, there are many moving parts that need individual focus. Therefore, effective workforce management balances agent scheduling with call monitoring, all while aiming to enhance customer interactions and experiences, ultimately contributing to greater productivity and performance.

Benefits of effective workforce management

Incorporating workforce management tools or software into a call center or an omnichannel contact center provides numerous advantages that can greatly improve operational efficiency and service quality. Below is a list of some of these benefits, along with how workforce management software can enhance your business strategy and boost productivity:
Automated workflows: Managing a call center involves numerous daily tasks and repetitive processes, including scheduling and quality monitoring. Supervisors can significantly reduce their workload and increase efficiency by automating specific workflows. Resource management: Access to additional resource management tools, such as attendance and time tracking, compliance, and performance management, is another advantage of workforce management. These tools help maintain balance in your call center while providing oversight on crucial processes.

Reduced costs: When there is a mismatch between the number of agents needed and the workload, it results in a waste of resources. By effectively managing staffing levels and responding to customer needs, workforce management tools ensure that resources are effectively allocated. Employee support: Stay ahead of any issues with agent performance by utilizing monitoring features that enable managers to provide direct feedback and support based on key performance indicators.

Effective forecasting: Workforce forecasting utilizes reporting and analytics features to analyze your call center data, allowing you to predict your business needs, such as optimal times for scheduling agents. This approach helps you proactively manage seasonal fluctuations in call volume and periods of decreased customer demand.

The top workforce management software for 2025

Using software to manage your workforce is crucial for businesses of all sizes and across various industries, but it is particularly vital for those that emphasize customer service and support. The leading choices in workforce management software prioritize real-time updates, artificial intelligence-enabled assistance, and flexible scheduling options that enhance the scheduling of agents and the collection of data on customer interactions.

Key features to look for in a WFM solution

While every call center has its unique characteristics, they all share a common goal: enhancing employee management and optimizing call performance. To achieve this, investing in workforce management software is essential. Therefore, the following list includes some must-have features to look for when adopting a WFM solution:
Predictive forecasting: The primary benefit of workforce management tools is their ability to collect and analyze historical data to make recommendations for decision-making. Therefore, choose a solution that offers predictive forecasting configured with specific objectives and timelines.

Employee scheduling: Most workforce management systems automate employee scheduling by considering call volumes, agent preferences, and integrating call center data to optimize scheduling.
Intraday management: Intraday management provides real-time monitoring and adjustments in response to daily operational shifts to enhance call center automation. This guarantees that the recommendations from your software are more effective and current.

Reporting features: Workforce management software offers analytics and reporting via customizable dashboards and downloadable reports, ensuring compliance with regulatory requirements and company standards. You can then use these reports to make data-driven decisions about scheduling, staffing, and agent training.

Business integrations: The best workforce management software must not only seamlessly integrate with other platforms that call centers need access to, like CRMs, communication platforms, HR or payroll software, but also provide features within the platform itself. Performance monitoring: By tracking key performance metrics such as customer satisfaction and average handling time (AHT), workforce management software monitors agent performance and offers insights on how this performance can be enhanced based on call data and customer feedback.

How WFM supports different call center models

When you think of a “call center,” you might picture a busy office filled with rows of cubicles and agents in headsets, loudly answering calls. However, the landscape of call centers has evolved dramatically and now encompasses much more than just traditional office spaces. Fast forward to 2025, and you’ll find a dynamic mix of call centers and contact centers that operate in various ways, with models ranging from in-person to remote and even hybrid, which blend both.

Teams are now spread across multiple geographic locations and languages, thereby redefining how customer service is delivered. To help you navigate this modern landscape, let’s delve into the differences between these models and explore the benefits they offer for effective workforce management.

WFM compliance & what it means for agents

While many people associate workforce management software primarily with streamlined scheduling and reducing costs, its true value extends far beyond that. WFM tools play a crucial role in ensuring compliance with labor laws and regulations regarding employee scheduling and monitoring.

By utilizing workforce management software, you can ensure that your agents receive regular breaks and adhere to company guidelines for absences and overtime. In this sense, embracing this technology isn’t just about efficiency; it’s about fostering a fair and compliant workplace for everyone.

But not everyone views workforce management in the same way. Some agents may perceive the monitoring features of WFM tools as a form of surveillance rather than a means of ensuring safety. To address these privacy concerns, it is essential to educate your employees about the reasons for implementing these tools and how their privacy is protected, even while data and analytics are being collected.

For global teams, it is especially important to comply with laws and regulations, such as the General Data Protection Regulation (GDPR). This means being transparent with employees about the monitoring and data collection processes in your call center. Additionally, ensure that the data you collect is safe, secure, and used only for legitimate business purposes.

Implementation tips for call center WFM

The next thing you need to do is figure out how to put in place the best workforce management solution for your call center. To help you navigate this process smoothly, here is a collection of tips and best practices that can set your team up for success. Also, note that you will likely return to many of these practices multiple times throughout the implementation process.

Identify your struggles and strengths

Business owners often adopt new software without thoroughly assessing their actual needs. Therefore, the first step before implementing a workforce management solution is to evaluate what aspects of your call center are functioning well and what aren’t. This assessment will provide you with a clearer understanding of your business needs and how a workforce management tool can benefit your organization.

Choose the best workforce management tools

Once you understand your strengths and challenges, you can start searching for the right software. The software you select should include the types of features that would support your call center based on your business needs. For example, if your agents struggle with managing their schedules, consider software that provides agent self-scheduling and intraday management.

Create a strategic workforce plan

You can create a strategic plan and select individuals to oversee its implementation once your workforce management software is set up. While many call centers already have supervisors, it is essential to appoint an administrator or hire a workforce management analyst to manage the team. This person will create an assessment plan that includes performance metrics, which you can use to monitor the success of your implementation and evaluate your data and changes in the call center.