The Contact Center Workforce Management Platform Built for Agent Excellence
The Unified Workforce Management Platform Built for Agent Excellence & Operational Efficiency
Purpose-built for Contact Centers, BPO Operations, and Customer Experience Teams. Optimize agent utilization, ensure compliance, and drive operational excellence with specialized workforce management tools.
- 30% Average Shrinkage Reduction
- 25% Improvement in Agent Productivity
- 15% Reduction in Labor Costs
- 98% Schedule Adherence Achieved
Trusted by teams at:
Trusted by Leading Contact Centers & BPO Operations Worldwide
Thousands of organizations rely on HiveDesk WFM software to optimize agent performance, streamline contact center operations, and deliver exceptional customer support.
200+
Contact Centers
4M+
Agent Hours
30+
99.9%
Uptime
Posted on :
500+
Agents Managed
35%
Shrinkage Reduction
The Core Contact Center WFM Challenges You Face
Effective call center workforce management requires balancing cost control, employee satisfaction, and delivering a superior customer experience. However, many operations struggle with outdated processes and fragmented tools, leading to significant operational efficiency gaps. Manual workflows and reliance on spreadsheets simply can’t keep up with modern customer demand.
Current Problems
Inaccurate Forecasting & Scheduling
High Agent Shrinkage & Low Utilization
Compliance Risks & Manual Reporting
Poor Intraday Management & Adherence
Fragmented Systems & Lack of Visibility
Low Employee Engagement & High Attrition
HiveDesk Solutions
- Supports flexible scheduling options.
- Automated Shrinkage Management & Real-time Monitoring: Tracks productive vs. non-productive time, monitors schedule adherence, and provides live visibility into agent activities via intuitive dashboards.
- Automated Compliance Reporting & Audit Trails: Tracks breaks, overtime, Generates audit-ready reports, ensuring adherence to regulations and internal policies.
- Real-time Adherence Monitoring & Intraday Management Tools: Tracks agent adherence to schedules live.
- Unified Platform & Seamless Integrations
- Agent Empowerment Features & Flexible Scheduling: Includes tools for shift bidding,
Impact & Benefit
- Reduces overstaffing and understaffing, cuts unnecessary overtime (labor costs), improves service levels, and enhances employee satisfaction through better work-life balance. Ensures the right number of agents with the right skills are always available at the right time.
- Slashes non-productive time, boosts agent productivity and utilization, identifies coaching opportunities, and provides objective metrics for performance management. Directly addresses a major drain on call center profitability.
- Mitigates legal and financial risks associated with non-compliance. Saves countless hours on manual report generation through automation. Crucial for maintaining quality management standards and supporting human resources teams.
- Enables supervisors to manage the floor proactively, maintain consistent service levels, minimize customer wait times, and optimize agent deployment. Improves overall contact center operations.
- Breaks down data silos, providing comprehensive insights for better decision-making. Improves workflows across departments and offers a complete picture of the customer journey and agent performance. Supports scalability.
- Increases employee engagement and employee satisfaction, reduces costly attrition and retention problems, and fosters a positive work environment. Helps empower agents and prevent burnout.
Calculate Your BPO ROI
See how much HiveDesk can save your Contact Center operations. Most clients see 300%+ ROI within 6 months.
HiveDesk: The Complete Contact Center Workforce Management Software Suite
Our cloud-based workforce management solution provides everything call center and BPO leaders need to optimize agent performance, ensure compliance, enhance employee engagement, and drive superior operational efficiency. We offer robust functionality designed for your specific business needs. This is the all-in-one WFM solution to replace your disconnected spreadsheets and outdated workforce management tools..
Forecasting & Scheduling
Intelligent Forecasting & Scheduling
Build accurate, efficient agent schedules that meet service levels while controlling labor costs. Our scheduling tools are the foundation of a stable work environment.
- Time Off Management: Streamline the process for requesting, approving, and tracking agent time off, ensuring your staffing levels are always accurate and coverage is maintained.
Intraday Management
Real-time Intraday Management & Adherence
Proactively manage floor performance and ensure agents follow their assigned schedules. Effective intraday management is key to hitting service levels every hour.
- Live Schedule Adherence Monitoring: Track agent adherence to schedules in real-time via dynamic dashboards. Instantly see deviations like late starts, long breaks, or absenteeism.
- Intraday Adjustments: Quickly modify agent schedules or reallocate staffing
- Alerts & Notifications: Receive automated alerts (via email) for adherence issues or performance threshold breaches, enabling supervisors to intervene at the right time.
Compliance & Reporting
Automated Compliance & Reporting
Minimize risk and ensure adherence to complex labor laws and internal policies with powerful automation. A critical tool for human resources and finance.
- Audit-Ready Trails: Maintain detailed, immutable logs of all agent activities, schedule changes, and approvals for compliance documentation.
Agent Experience & Engagement
Enhanced Agent Experience & Engagement
Provide WFM tools that support agent well-being, foster a positive work environment, and are crucial for reducing attrition. A strong employee experience is a competitive advantage.
- Self-Service Capabilities: Reduce frustration and administrative burden with user-friendly, self-service tools for schedule management. This improves work-life balance and employee satisfaction.
Why Choose HiveDesk as Your WFM Software Provider?
We offer more than just WFM tools; we provide a provider partnership dedicated to your contact center success. We understand the need for scalability, reliability, and continuous innovation in workforce optimization.
Purpose-Built for Contact Centers
Our functionality is designed specifically for the unique challenges of managing high-volume customer interactions.
User-Friendly Interface
Intuitive design requires minimal onboarding for managers and agents. Proven ROI: Demonstrated success in reducing labor costs and boosting efficiency for over 2,000 clients.
Continuous Innovation
Regular updates incorporating artificial intelligence (AI-driven features) and best practices in workforce engagement management.
Dedicated Support
Expert implementation and ongoing support to ensure you maximize the value of your WFM solution.
Customer Testimonials
2000+ happy users have tracked over 4,000,000 hours with HiveDesk
Luis S
Samantha M 
CEO, Medical Billing 
Lucas R 
David M
Jeff S 
Andrew L
Annette D Frequently asked questions
Contact Center WFM (or call center workforce management) is an integrated set of processes and software solutions used to optimize agent staffing and performance. It includes forecasting workload, employee scheduling, intraday management, tracking schedule adherence, managing time off, and analyzing performance metrics to meet service levels efficiently.
HiveDesk cuts labor costs in three ways: 1) Optimized Staffing: Our forecasting prevents costly overstaffing or understaffing. 2) Shrinkage Reduction: We track and reduce unproductive time. 3) Automation: We streamline manual tasks like scheduling and payroll reporting, saving administrative hours.
Our WFM solution is built for employee engagement. Features like time off give agents control over their work-life balance. This transparency and empowerment are proven to reduce agent burnout and attrition.
Yes. HiveDesk is cloud-based and designed for integrations.
Absolutely. Our platform includes specific functions for BPOs, such as multi-client billing, visual proof of work (screenshots), and client-facing dashboards. Please see our BPO Operations Solution page for details.
Ready to transform your workforce management?
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