Workpuls Teramind ActivTrak Hubstaff DeskTime Time Doctor RescueTime Kickidler Veriato Work Examiner
OVERVIEW
Price $6/user/month $6/user/month $7.20/user/month $7/user/month $7/user/month $9.99/user/month $6/user/month $9.99/user/month $150/licence/year $60/licence (lifetime)
Free trial 7 days 7 days No 14 days 14 days 14 days 30 days 7 days Yes 30 days
Ease of use Very easy Difficult Very easy Easy Easy Very easy Very easy Very easy Very difficult Easy
TRACKING METHODS
Unlimited (tracker working 24/7)
Fixed (defined working hours)
Automatic (when computer is connected to a specified network)
Manual (start/stop)
Project based (track time only on projects)
GENERAL MONITORING FEATURES
Stealth mode
App and website usage
Real-time monitoring
Offline time tracking
Attendance
Activity levels
Keylogger
Geolocation
Remote desktop control
Website/activity blocking
SCREENSHOTS AND RECORDING
Screenshots
Screenshots on demand
Screen recording
PRODUCTIVITY FEATURES
Productivity trends
Websites and apps labeling
Category labeling
Productivity alerts
ADVANCED SECURITY FEATURES
User behavior analytics
Data loss prevention
Advanced file and web monitoring
REPORTING
Productivity reports
Team reports
Timelines
Email reports
Access management
PLATFORMS
Web
Mac desktop app
Windows desktop app
Linux desktop app
Mobile app iOS, Android iOS, Android iOS, Android iOS, Android iOS, Android Android
Browser extension Chrome Chrome Chrome
Other Citrix, VMware Chrome OS
OTHER
Support Phone, email, online Phone, email, online Phone, email, online Email, online Phone, email, online, in-person Online Phone, email, online Email, online, Viber, Whatsapp Phone, email, online, support ticket Phone, email, online
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Video tutorials
Integrations comming soon
API
Deployment cloud, on-premise cloud, on-premise, AWS, Azure cloud cloud cloud cloud cloud on-premise cloud, on-premise on-premise
Kronos Humanity Timeclockplus Tsheets Wheniwork Deputy Replicon Jibble EbilityTimeTracker OnTheClock BeeBole
OVERVIEW
Price(per month)Available upon requestFrom $2 per userAvailable upon requestFrom $6.40 per user+$16Free for up to 75 usersFrom $2.50 per userBasic plan:$30 for 5 users+$5 per additional userFrom $1.50 per employeeFrom $4 per user+$8From $2.20 per user$5.99 per user per month
Free trial30 days14 daysYes14 days14 days14 days30 days30 days,no credit card required
Ease of useDifficultEasyDifficultVery easyEasyEasyDifficultVery easyEasyEasyEasy
FEATURES
Timecard management
Scheduling
Shift Trading
Timesheets
Break time management
Real-time tracking
PTO Management
Payroll
Invoicing
Client billing
GPS tracking
Clock out reminders
Alerts
Manual time
PUNCH-IN METHODS
Web app
Mobile app
Time clock device
Time clock kiosk
Facial recognition
Fingerprint scanning
Geofencing
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REPORTING
Visual reports
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MANAGEMENT
Permissions
Manager approvals
Add time for others
Integrations
PLATFORMS
Web
Android app
iOS app
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Windows desktop app
Linux desktop app
OTHER
SupportPhone and onlinePhone and onlinePhone,chat and onlinePhone and chatEmail and onlineChat and phonePhone,email,chat and onlinePhone and onlinePhone,email,chat and onlinePhone and onlineOnline chat and video support in English,French,and Spanish
Knowledge base
Video tutorials
Community forum
API
Workpuls Hubstaff Toggl TimeDoctor Harvest TimeCamp Timely Everhour Tick TMetric
OVERVIEW
Price (per month) $6 per user $5.83 per user $9 per user $9.99 per user $10.80 per user $5.25 per user $99 for 5 users $7 per user $19 for 10 projects $5 per user
Free trial 7 days 14 days 30 days 14 days 30 days Yes 14 days 14 days 30 days 30 days
Ease of use Very easy Difficult Difficult Very easy Easy Very easy Easy Difficult Very easy Difficult
TIME TRACKING METHODS
Manual
Start/stop buttons
Automatic time mapping
IN-DEPTH TASK AND PROJECT ANALYSIS
Screenshots
App and website usage
Activity levels coming soon
Real-time tracking
TASK AND PROJECT MANAGEMENT
Project adding
Project templates
Project status
Task assignment
Task priorities
Budgeting coming soon
Mark billable/non-billable hours
Payroll calculation
Invoicing
ALERTS
Idle time reminders
Deadline alerts coming soon
Budget alerts coming soon
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Client login
Productivity analysis
Email reports coming soon
PLATFORMS
Web
Mac desktop app
Windows desktop app
Linux desktop app coming soon
iOS app Beta
Android app
Browser extension Chrome Chrome, Firefox Chrome Chrome Chrome, Firefox Chrome Chrome, Firefox, Opera, Edge
OTHER
Support Phone and online Email and online Email and online Online Online, email and phone Email, online and support ticket Email and chat Email and chat Email Chat
Knowledge base
Video tutorials
Integrations coming soon
API
On-premise hosting

In today's cutthroat business environment, call centers are essential nerve centers responsible for maintaining customer satisfaction and loyalty. The role they play in providing a high-quality customer experience cannot be overstated. 

‍

Ensuring their seamless and efficient functioning calls for an effective strategy, and this is where Workforce Management (WFM) comes into play. As a systematic approach aimed at enhancing operational efficiency, Workforce Management stands as a cornerstone to the overall success of call centers, and in turn, customer satisfaction. 

‍

This article aims to delve deeper into the various facets of WFM, its benefits, the impact of WFM software, and ways it can be applied more efficiently. In addition, discover how remote worker monitoring can help boost operational efficiency using remote team productivity software.

The Components of Workforce Management

‍

Forecasting: The Precursor to Effective Management

‍

The journey towards effective workforce management begins with precise forecasting. For call centers, the capability to anticipate call volumes accurately is indispensable for resource allocation. 

‍

Forecasting enables the prediction of peak times, seasonal variations, and workforce requirements, granting call centers the ability to manage their resources proactively instead of reactively. Using historical data, business and consumer trends, upcoming product or service launches, special events, and potential contingencies like equipment failure or inclement weather, accurate forecasting helps call centers plan ahead.

‍

How Insightful can help:

‍

Forecasting is crucial for effective workforce management in call centers, as it helps predict call volumes and thus aids in resource allocation. Insightful's employee computer monitoring software and productivity management features allow leaders to measure productivity, spot trends and patterns, and anticipate peak times and workforce requirements. By tracking and analyzing historical data, Insightful can help call centers forecast effectively.

‍

Agent Scheduling: Building Blocks for Efficient Service Delivery

‍

Once forecasting lays out the expected workload, the next step is agent scheduling. This ensures the presence of enough agents to handle the anticipated workload. This process includes assigning agents to various tasks and shifts, guaranteeing that customer inquiries are addressed promptly, irrespective of the time or day. A robust schedule considers each agent's skills, preferences, and availability, fostering an engaged and productive workforce.

‍

How Insightful can help:

‍

After forecasting, the next step is agent scheduling. Insightful's apps for employee time tracking automates the process, providing visibility into when team members are working and simplifying shift scheduling based on past data. This allows for efficient assignment of agents to tasks and shifts, considering their skills, preferences, and availability.

‍

Intraday Management: The Power of Real-Time Adjustments

‍

Call center environments are dynamic and unpredictable, with unforeseen circumstances such as sudden call surges or agent absences being fairly common. Intraday management tackles these changes head-on by making real-time adjustments to the workforce schedule, helping to maintain service levels and operational efficiency.

‍

How Insightful can help:

‍

Call center environments are dynamic, with unexpected events like sudden call surges or agent absences. Insightful can help address these issues by providing real-time data on productivity and attendance, even for employees that work remote or hybrid. This allows managers to make necessary adjustments to the schedule and maintain service levels and operational efficiency.

‍

Performance Management: Ensuring Quality Service Delivery

‍

Performance management plays a critical role in tracking agent metrics and providing feedback to enhance performance. This facet of WFM ensures that all agents are striving towards set goals and standards, propelling overall productivity and customer satisfaction.

‍

How Insightful can help:

‍

Performance management is critical in ensuring quality service delivery. Insightful's cloud-based employee monitoring software tracks time on tasks, identifies workflow bottlenecks, and equips leaders with actionable insights into team performance. This allows for regular feedback and improvement in agent performance, ensuring they are striving towards set goals and standards.

‍

The Benefits of Workforce Management

‍

Workforce management (WFM) provides numerous benefits to call centers, which can be seen across agent satisfaction, customer service consistency, cost savings, and the utilization of WFM software.

‍

Improved agent satisfaction is a key benefit of efficient WFM, fostering a positive work environment that enhances productivity and reduces employee turnover. By incorporating agent preferences into scheduling and providing transparent performance feedback, WFM enhances employee morale and engagement, leading to higher job satisfaction. This not only promotes a positive work environment but also helps in retaining valuable employees.

‍

With the help of WFM, call centers can provide consistent customer service. Ensuring there are enough agents to manage the call volume leads to reduced customer wait times and more personalized service. This strategic alignment of resources to business objectives directly contributes to customer satisfaction, as it optimizes and automates scheduling and performance management based on agent availability and forecasted call volume.

‍

Cost savings is another significant advantage of WFM. Efficient management of resources minimizes waste, reduces the need for overtime, and can result in substantial cost savings. By achieving the best fit between forecasted required workload and the number of agents scheduled, organizations can reduce operational costs while maintaining high customer service standards.

‍

WFM software is an essential tool in modern call centers, offering several features to streamline WFM processes. With dynamic scheduling, call centers can create flexible schedules that can be adjusted in real-time to reflect changing needs. Efficient communication is facilitated through integrated agent portals, ensuring agents are consistently informed about their schedules, changes, and other essential information. Lastly, WFM software provides managers with insightful reports through advanced analytics, driving performance improvements and data-driven decision-making.

‍

Moreover, these benefits extend beyond the contact center, improving overall organizational efficiency and profitability. WFM, therefore, serves as a critical tool for call centers, aligning business objectives with operational efficiency and providing a framework for sustainable productivity.

‍

Key Strategies for Effective Workforce Management

‍

Effective workforce management (WFM) requires several key strategies to boost performance, lower labor costs, and increase profits. A WFM strategy aims to maximize the performance and productivity of employees by ensuring employees with the right skills are available at the right time to meet all job requirements.

‍

Building a Specialized Team: WFM processes can be complex and dynamic, requiring the expertise of a specialized team to manage them effectively. This team could include workforce managers, who are responsible for forecasting staff needs, scheduling, and monitoring employee performance. In larger companies, workforce analysts play a crucial role in interpreting data to project future scheduling needs. The communication between analysts and managers is vital to ensure employees have the necessary technical and functional knowledge, as well as the softer skills needed for maintaining solid customer relationships.

‍

Complying with Labor Laws: Given the complexity of labor laws, WFM can play an integral role in ensuring compliance. WFM solutions can help businesses track time, optimize staffing and scheduling, and forecast future scheduling and staffing needs. These tools can also assist businesses in managing changing regulations, mitigating the risk of non-compliance that could lead to legal issues and damage the organization's reputation and financial status.

‍

Setting Targets and Measuring Key Performance Indicators (KPIs): Setting clear targets provides employees with a defined expectation of their performance, boosting productivity. Regular measurement of KPIs, such as average handling time, first-call resolution, and customer satisfaction rates, can offer insights into performance levels and help identify areas for improvement. Additionally, it's crucial to communicate these targets and KPIs effectively to the team.

‍

Employee Empowerment: Empowering employees plays a significant role in boosting morale and productivity across the business. This includes promoting autonomy, flexibility, and creating a supportive environment that fosters growth and development. Employee empowerment can be achieved through regular feedback, recognition of good work, and opportunities for professional development.

‍

Education and Training: Regular training programs ensure employees are equipped with the necessary skills and knowledge to fulfill their roles. Training should be customized to employees' work and should cover technical knowledge, functional skills, and the soft skills necessary for building solid customer relationships].

‍

Scheduling and Forecasting Labor Requirements: Effective WFM involves scheduling employees efficiently and forecasting labor needs accurately. This allows organizations to manage their workforce more effectively, reducing costs and improving productivity.

‍

Using WFM Tools: WFM tools can provide valuable data insights, help with scheduling, manage timekeeping, and aid in compliance with labor laws. They can help organizations reduce errors, manage and control overtime, and ultimately boost profitability. .

‍

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Productivity and Efficiency Improvements

Transforming Call Center Efficiency with Workforce Management

Written by
Published on
July 17, 2023

In today's cutthroat business environment, call centers are essential nerve centers responsible for maintaining customer satisfaction and loyalty. The role they play in providing a high-quality customer experience cannot be overstated. 

‍

Ensuring their seamless and efficient functioning calls for an effective strategy, and this is where Workforce Management (WFM) comes into play. As a systematic approach aimed at enhancing operational efficiency, Workforce Management stands as a cornerstone to the overall success of call centers, and in turn, customer satisfaction. 

‍

This article aims to delve deeper into the various facets of WFM, its benefits, the impact of WFM software, and ways it can be applied more efficiently. In addition, discover how remote worker monitoring can help boost operational efficiency using remote team productivity software.

The Components of Workforce Management

‍

Forecasting: The Precursor to Effective Management

‍

The journey towards effective workforce management begins with precise forecasting. For call centers, the capability to anticipate call volumes accurately is indispensable for resource allocation. 

‍

Forecasting enables the prediction of peak times, seasonal variations, and workforce requirements, granting call centers the ability to manage their resources proactively instead of reactively. Using historical data, business and consumer trends, upcoming product or service launches, special events, and potential contingencies like equipment failure or inclement weather, accurate forecasting helps call centers plan ahead.

‍

How Insightful can help:

‍

Forecasting is crucial for effective workforce management in call centers, as it helps predict call volumes and thus aids in resource allocation. Insightful's employee computer monitoring software and productivity management features allow leaders to measure productivity, spot trends and patterns, and anticipate peak times and workforce requirements. By tracking and analyzing historical data, Insightful can help call centers forecast effectively.

‍

Agent Scheduling: Building Blocks for Efficient Service Delivery

‍

Once forecasting lays out the expected workload, the next step is agent scheduling. This ensures the presence of enough agents to handle the anticipated workload. This process includes assigning agents to various tasks and shifts, guaranteeing that customer inquiries are addressed promptly, irrespective of the time or day. A robust schedule considers each agent's skills, preferences, and availability, fostering an engaged and productive workforce.

‍

How Insightful can help:

‍

After forecasting, the next step is agent scheduling. Insightful's apps for employee time tracking automates the process, providing visibility into when team members are working and simplifying shift scheduling based on past data. This allows for efficient assignment of agents to tasks and shifts, considering their skills, preferences, and availability.

‍

Intraday Management: The Power of Real-Time Adjustments

‍

Call center environments are dynamic and unpredictable, with unforeseen circumstances such as sudden call surges or agent absences being fairly common. Intraday management tackles these changes head-on by making real-time adjustments to the workforce schedule, helping to maintain service levels and operational efficiency.

‍

How Insightful can help:

‍

Call center environments are dynamic, with unexpected events like sudden call surges or agent absences. Insightful can help address these issues by providing real-time data on productivity and attendance, even for employees that work remote or hybrid. This allows managers to make necessary adjustments to the schedule and maintain service levels and operational efficiency.

‍

Performance Management: Ensuring Quality Service Delivery

‍

Performance management plays a critical role in tracking agent metrics and providing feedback to enhance performance. This facet of WFM ensures that all agents are striving towards set goals and standards, propelling overall productivity and customer satisfaction.

‍

How Insightful can help:

‍

Performance management is critical in ensuring quality service delivery. Insightful's cloud-based employee monitoring software tracks time on tasks, identifies workflow bottlenecks, and equips leaders with actionable insights into team performance. This allows for regular feedback and improvement in agent performance, ensuring they are striving towards set goals and standards.

‍

The Benefits of Workforce Management

‍

Workforce management (WFM) provides numerous benefits to call centers, which can be seen across agent satisfaction, customer service consistency, cost savings, and the utilization of WFM software.

‍

Improved agent satisfaction is a key benefit of efficient WFM, fostering a positive work environment that enhances productivity and reduces employee turnover. By incorporating agent preferences into scheduling and providing transparent performance feedback, WFM enhances employee morale and engagement, leading to higher job satisfaction. This not only promotes a positive work environment but also helps in retaining valuable employees.

‍

With the help of WFM, call centers can provide consistent customer service. Ensuring there are enough agents to manage the call volume leads to reduced customer wait times and more personalized service. This strategic alignment of resources to business objectives directly contributes to customer satisfaction, as it optimizes and automates scheduling and performance management based on agent availability and forecasted call volume.

‍

Cost savings is another significant advantage of WFM. Efficient management of resources minimizes waste, reduces the need for overtime, and can result in substantial cost savings. By achieving the best fit between forecasted required workload and the number of agents scheduled, organizations can reduce operational costs while maintaining high customer service standards.

‍

WFM software is an essential tool in modern call centers, offering several features to streamline WFM processes. With dynamic scheduling, call centers can create flexible schedules that can be adjusted in real-time to reflect changing needs. Efficient communication is facilitated through integrated agent portals, ensuring agents are consistently informed about their schedules, changes, and other essential information. Lastly, WFM software provides managers with insightful reports through advanced analytics, driving performance improvements and data-driven decision-making.

‍

Moreover, these benefits extend beyond the contact center, improving overall organizational efficiency and profitability. WFM, therefore, serves as a critical tool for call centers, aligning business objectives with operational efficiency and providing a framework for sustainable productivity.

‍

Key Strategies for Effective Workforce Management

‍

Effective workforce management (WFM) requires several key strategies to boost performance, lower labor costs, and increase profits. A WFM strategy aims to maximize the performance and productivity of employees by ensuring employees with the right skills are available at the right time to meet all job requirements.

‍

Building a Specialized Team: WFM processes can be complex and dynamic, requiring the expertise of a specialized team to manage them effectively. This team could include workforce managers, who are responsible for forecasting staff needs, scheduling, and monitoring employee performance. In larger companies, workforce analysts play a crucial role in interpreting data to project future scheduling needs. The communication between analysts and managers is vital to ensure employees have the necessary technical and functional knowledge, as well as the softer skills needed for maintaining solid customer relationships.

‍

Complying with Labor Laws: Given the complexity of labor laws, WFM can play an integral role in ensuring compliance. WFM solutions can help businesses track time, optimize staffing and scheduling, and forecast future scheduling and staffing needs. These tools can also assist businesses in managing changing regulations, mitigating the risk of non-compliance that could lead to legal issues and damage the organization's reputation and financial status.

‍

Setting Targets and Measuring Key Performance Indicators (KPIs): Setting clear targets provides employees with a defined expectation of their performance, boosting productivity. Regular measurement of KPIs, such as average handling time, first-call resolution, and customer satisfaction rates, can offer insights into performance levels and help identify areas for improvement. Additionally, it's crucial to communicate these targets and KPIs effectively to the team.

‍

Employee Empowerment: Empowering employees plays a significant role in boosting morale and productivity across the business. This includes promoting autonomy, flexibility, and creating a supportive environment that fosters growth and development. Employee empowerment can be achieved through regular feedback, recognition of good work, and opportunities for professional development.

‍

Education and Training: Regular training programs ensure employees are equipped with the necessary skills and knowledge to fulfill their roles. Training should be customized to employees' work and should cover technical knowledge, functional skills, and the soft skills necessary for building solid customer relationships].

‍

Scheduling and Forecasting Labor Requirements: Effective WFM involves scheduling employees efficiently and forecasting labor needs accurately. This allows organizations to manage their workforce more effectively, reducing costs and improving productivity.

‍

Using WFM Tools: WFM tools can provide valuable data insights, help with scheduling, manage timekeeping, and aid in compliance with labor laws. They can help organizations reduce errors, manage and control overtime, and ultimately boost profitability. .

‍