This guide will provide you with call center scheduling software that is compatible with the most popular contact center platforms and can be used to schedule your agents, track agent availability, manage all of your calls in one place, automate repetitive tasks, and much more! The right choice will improve the customer experience.
What Is Call Center Scheduling Software?
Scheduling software is a tool that helps companies run their business efficiently by automating processes and allowing them to focus on what they do best: building relationships through customer interactions. It’s a great way for businesses to save time and money while improving customer service.
With scheduling software, you can easily create schedules for your employees and assign them to specific shifts. You can also set up automated phone scripts and reminders so that when an agent answers the phone, he or she follows a script and takes notes about each caller.
You can even use scheduling software to send out text messages to your agents, letting them know if there are any changes to their scheduled shifts. This ensures exceptional customer experiences. Let the best software do the heavy lifting by helping to best schedule your call center staff.
The Benefits Of Using Scheduling Software For Your Business
There are many benefits to using scheduling solutions to help run your business. Here are just some of the top reasons why it’s important to have a call center scheduling software solution in place.
– Automate Time-consuming Tasks – With scheduling software, you can automate time-consuming tasks like sending emails, updating websites, creating invoices, and performing other administrative work.
• Save Money – By reducing the manual labor required to complete these tasks, you can free up valuable time and resources to focus on growing your business.
• Improve Customer Service – When you automate time-consuming tasks, you give your agents more time to interact with your clients. This means they can answer questions better and resolve issues faster.
• Increase Efficiency And Productivity – Having access to accurate information at all times allows your team to make decisions quickly and effectively. They won’t waste time searching through spreadsheets or databases trying to find the right data.
• Reduce Errors – If you use scheduling software to automate certain tasks, you eliminate human error from occurring.
How To Choose The Right Call Center Scheduling Software
Choosing the right call center scheduling software for your company requires careful consideration. There are several factors to consider before making your final decision. These include:
1. What Platform Do You Want To Use?
First, you need to decide which platform you want to use. There are two main types of platforms available: web-based and desktop-based. Web-based systems are typically hosted online, whereas desktop-based systems are installed locally on a computer. Each has its own advantages and disadvantages.
2. How Much Does It Cost?
Next, you should determine how much you can afford to pay for the software. Depending on the features included in your package, pricing will vary greatly. Some packages offer basic functionality, such as assigning shifts and tracking employee hours. Others offer additional advanced features, such as multi-user support, reporting tools, and customizable reports.
3. What Features Are Important To You?
Finally, you should think about what kind of features you would like to see in your system. Will you be using the software primarily for scheduling purposes, or do you plan to integrate it into your existing CRM (Customer Relationship Management) software? Other considerations may include whether you want to track your employees’ performance, manage multiple locations, or provide an integrated mobile app.
Once you have decided on a platform, you can start looking for a vendor that offers the solution you need. In addition to choosing a vendor based on price, you should also look for one that is familiar with the industry and understands your needs.
4. Labor Costs
In order to ensure that you get the best value for your money, you should factor in the cost of hiring staff when determining how much to budget for the software. While some vendors charge per user, others allow you to purchase a license for each agent who uses the software. Make sure you understand exactly how many users you will require before committing to any particular vendor.
5. Scalability
Another important aspect to keep in mind when selecting software is scalability. As your business grows, so should your call center scheduling software. Look for a provider that offers upgrades to accommodate new requirements. This way, you don’t have to worry about having outdated technology once your company expands.
6. Support
When choosing a platform, you should make sure they offer 24/7 customer service. After all, if something goes wrong, you want someone there to help you fix it. Also, find out if they offer free technical support. Many companies will charge extra fees for this type of support, but you might be able to save money by avoiding costly add-ons.
7. Training
If you hire new agents, you will need to train them on the new system. Look for software that provides training materials to help you teach your team members how to use their new tool.
The Best Call Center Scheduling Software
Humanity
What makes Humanity different from other call center scheduling software is its unique approach to customer service. They believe that every client deserves personalized attention, regardless of their size or budget. Humanity’s goal is to help businesses grow by providing them with the best possible solutions for their business needs.
Humanity understands that each business is unique, so they strive to create customized programs that fit perfectly within your organization. Whether you’re looking to increase productivity, improve customer satisfaction, or simply streamline operations, they work closely with you to ensure that you get exactly what you need.
In addition to offering great products, Humanity also provides excellent customer service. Their knowledgeable sales representatives are always ready to assist you with any questions you might have regarding their services.
You can learn more about Humanity here.
Shiftboard
Shiftboard is a cloud-based call center scheduling software designed specifically for small businesses. The program allows you to assign shifts quickly and easily, while also keeping track of all your data in real time. Shiftboard includes many helpful features, including:
• Automatic shift assignment
• Multi-user access
• Real-time status updates
• Customizable reports
• Data export options
• Mobile apps
Shiftboard is easy to set up and requires no installation. Once you sign up for a free account, you’ll receive immediate access to the application.
To learn more about Shiftboard, visit www.shiftboard.com.
Zoomerang
Zoomerang is another cloud-based call center management system that was created especially for small businesses. It has been developed to make employee scheduling processes easier than ever before. With Zoomerang, you can schedule calls, manage agents, view reports, and even monitor your company’s performance at any given moment.
With Zoomerang, there are two main components: the online portal and the agent dashboard. Both of these tools offer similar functionality, but they serve slightly different purposes.
For example, the online portal lets you manage your schedules and communicate with customers through email. On the other hand, the agent dashboard enables you to view information about your clients and agents as well as share important details with your team members.
Both of these tools allow you to customize your experience according to your preferences. You can use the online portal to enter new shifts, view reports, and check your current workload.
On the other hand, the Zoomerang agent dashboard gives you a clear overview of everything happening at your company. This tool helps you keep an eye on your employees’ activities and ensures that everyone is working efficiently.
The Zoomerang agent dashboard comes with several useful features, such as:
• Agent activity tracking
• Call recording
• Chat history
• Email notifications
• Inbox
• Live chat
• Self-service portal
• Timeclock
• Voicemail
If you’re interested in learning more about Zoomerang, visit www.zoomerang.com.
Kanvas
Kanvas is a web-based call center solution that offers unlimited users and unlimited phone lines. This means that you can add as many agents as you want without having to pay extra fees.
Kanvas also offers a wide range of customizable features, including:
* Unlimited agents
* Unlimited phone lines
* Unlimited extensions
* Unlimited queues
* Unlimited campaigns
* Unlimited groups
* Unlimited tasks
* Unlimited contacts
* Unlimited notes
* Unlimited dashboards
* Unlimited reports
* Unlimited time clocks
* Unlimited invoices
* Unlimited billing
You can choose from three different plans depending on how much you’d like to spend each month. For instance, if you have less than $1,000 per month to spend, you should opt for the Free plan. If you need to save some money, then the Standard plan would be right for you. Finally, if you want to enjoy all Kanvas’ benefits for a reasonable price, the Premium plan would be ideal.
You can get started by signing up for a free trial at www.kanvas.io.
Truphone
Truphone is a cloud-based call center software that was designed specifically for small businesses. Truphone allows you to create multiple accounts for your business, so you can easily assign one account to each department.
This tool also provides you with many helpful features, such as: real-time reporting, multi-user access control, and unlimited agents.
In addition, Truphone comes with a variety of options, including:
* Multi-user access control
* Real-time reporting
* Unlimited agents
TixTime
TixTime is a cloud-based customer service platform that’s available in both hosted and self-hosted versions. The hosted version includes a number of advantages over its self-hosted counterpart, including:
* No additional setup costs
* Easy management
* Access to mobile apps
However, TixTime does not offer any unique features. It’s just another cloud-based contact center solution.
ZoomShift
ZoomShift is a cloud-based contact center software that lets you manage your entire workforce from a single dashboard. As a result, you’ll never miss important updates or communications.
With this tool, you can track your team members’ performance and provide them with feedback on their work. You can also use it to schedule meetings and send emails.
Furthermore, ZoomShift has a few key features, such as: * Automatic email reminders
* Automatic follow-ups
* Automatic scheduling
* Customizable templates
* Integration with third-party systems
To learn more about ZoomShift, visit www.zomshift.com.
Snap Schedule
Snap Schedule is a Workforce management software solution that enables you to manage your entire workforce from one place. With Snap Schedule, you can set up automated messages, send emails, and perform other actions.
For example, you can create an automatic message that will be sent to new hires when they join your company. Or, you can automate your sales process by sending out welcome emails after every sale.
Moreover, Snap Schedule offers several useful features, such as:
* Automated messages
* Email marketing
* Sales automation
* Customer support
* Mobile app
Deputy
Deputy is a cloud-based help desk software that helps you resolve issues quickly and efficiently. This tool is perfect for companies that handle large volumes of requests.
With Deputy, you can easily assign tickets to specific employees. In addition, you can view ticket details, communicate with customers, and even close tickets yourself.
Deputy also supports a variety of integrations, such as:
• Slack
• Zendesk
• JIRA
• HipChat
• Microsoft Teams
• Google Hangouts
• Skype
• Facebook Messenger
• Telegram
• Viber
• Line
• Kik
• SMS
• Phone calls
• WebEx
• GoToMeeting
• Screen sharing
• Chatbots
CommunityWFM
CommunityWFM helps you ensure that the correct number of agents are scheduled at the right time. As a result, your callers get better service.
This tool allows you to assign multiple agents to a single seat. It also gives you the ability to see how long each agent spends on a call.
Additionally, CommunityWFM offers several other helpful features, such as: • Multiple languages
• Real-time analytics
• Call recording
• Queue analysis
• Employee availability tracking
• Self-service portal
Schedule360
Schedule360 is a cloud-based software scheduler that helps you plan your day effectively. With this tool, you can add tasks to your calendar and then check off completed items.
You can also share calendars between users and access them from anywhere. Furthermore, Schedule360 includes many useful features, such as the following:
• Calendar integration
• Task management
• Event planning
• Time tracking
• Reminders
• Reports
• Dashboards
• Multi-user collaboration
• Notes
• To-do lists
• Bookmarks
• Attachments
• Files
• Calendars
• Contacts
• Tasks
• Emails
• Documents
• Links
• Videos
• Audio files
• Images
• PDFs
• Spreadsheets
• PowerPoint presentations
• Keynote presentations
• Word documents
• Excel spreadsheets
• HTML pages
• Flash files
• PDF forms
• Forms
• Web apps
• Apps
• Plugins
• Extensions
• Scripts
• Add-ons
• Widgets
• Third-party integrations
• Custom fields
• Data import
• API
• RESTful APIs
• CSV import
The best call center scheduling software should have all these essential features to ease the scheduling process. However, some tools offer more than others. For example, some allow you to integrate your CRM or ERP system with their platform. Others let you track customer satisfaction scores. Still, others provide powerful reporting capabilities. Employee request time off is something that may be important to you in a software solution.
In short, there’s no one-size-fits-all solution. Instead, you need to find a product that meets your needs.
