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Run a more efficient call & contact centre with Dialpad WFM software

Find out how Dialpad workforce management software makes forecasting, capacity planning, and fair scheduling the easiest part of your day.

A smiling contact center employee talking to customers with a shift schedule graphic below

Dialpad is loved by the best in the business

Workflow management made easy

Upgrade to dynamic shift planning, performance tracking, and scheduling that simplifies operations, keeps agents happy, and delights customers with Dialpad workforce management software.

Adapt on the fly with advanced, customisable forecasting

Dialpad’s workforce management solution saves you time by automating manual scheduling and shift planning, so you can easily navigate changing inflow levels and adapt your strategy as your business evolves.

Graphic of forecasted inbound contact volumes

Rely on our transparent performance tracking for reporting & analytics

With our workforce management technology, you can track human and Ai performance, keep tabs on productivity, quickly evaluate behavioural trends, and generate insights that inform your next best action.

Human and Ai performance report

Keep agents happy with fair & efficient shift scheduling

Rotate activities between agents automatically—in accordance with your rules—and ensure that your workforce scheduling is well-balanced, equitable, and varied.

Graphic showing how to plan and adjust employee schedules using WFM software

Reap the benefits of using the best WFM software for contact centres

The Dialpad workforce management platform informs your intraday schedules, equips you with tools
 for measuring agent performance, and helps you manage a high-performing contact center.

Enhance efficiency & 
productivity

Dialpad WFM scheduling software enhances efficiency and productivity by ensuring the right number of agents are available at peak times, and minimising idle time through intelligent scheduling.

Improve the customer experience

With real-time analytics and reporting, Dialpad WFM software allows managers to make data-driven decisions, improving service levels, enhancing the customer experience, and generating more delight.

Boost agent engagement & retention

Agents feel more empowered to manage their schedules with features like automated shift swaps and time-off requests, which leads to a more engaged workforce and less attrition.

How do you quantify the value of WFM software?

Without a workforce management tool, keeping agents productive, avoiding overstaffing, and making customers happy is a complex juggling act.

Get a copy of our new eBook for help with making the case to management.

Download now
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Headshot of Ben Gardner

A key component to our support is making sure we can adhere to our SLA guidelines for response and in order to do so we need to have people available at the right place and right time.

Ben Gardner
VP of Customer Support, Drift

How to get started with Dialpad WFM

Access the integration settings in your Dialpad account and set up the cloud-based workforce management features.

Then, review forecasts, connect your time off calendar, add your team, create your schedules, and start onboarding your agents.

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Make your contact centre work better for customers and agents with Dialpad WFM software

Learn more about managing your call and contact centre with Dialpad.

Start here

WFM software FAQs