Software Technology, Workforce Management & Optimization

How Workforce Optimization Software Can Improve Agent Productivity

Workforce optimization software, when utilized well, does exactly what it sounds like it should: It optimizes your workforce so customer service agents can effectively and efficiently serve your customers in a streamlined way.

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According to research from Gallup, only 33% of employees in the United States feel engaged while working. Customer service agents have a notoriously high turnover rate, and it’s no surprise why—their job is complicated and only getting more challenging as new technologies and means of communication arise. Finding a way to keep employees focused and passionate about work will help your business thrive.

Furthermore, in our ever-changing digital landscape, it’s easy to lose track of leads or where clients are on your customer journey. Having one central location for all your data and workforce processes will help your company be more organized and successful.

Enter: workplace optimization software. This tool will help bring your entire process and all of its accompanying analytics under one roof, allowing you to serve customers in a more straightforward way instead of having to constantly reinvent the wheel.

What can the right workforce optimization software do for your company?

  • Increase agent engagement, leading to more fulfilled employees.
  • Implement optimal, streamlined workflows for handling client calls.
  • Minimize the stress that frequently wears on agents as they juggle multiple customers.
  • Forecast seasons of high customer need.
  • Ensure a high-quality customer experience.
  • Train your employees to grow in their positions and excel at customer care.
  • Handle all of your Human Resources needs, like scheduling and payroll.
  • Allow you to analyze important data to make the best decisions moving forward.

Do You Need Workforce Optimization Software and a Customer Relationship Management (CRM) System?

Many businesses may be wondering if they need two separate pieces of software: one for workforce optimization and one for customer relationships. The simple answer is that it depends! Some pieces of workforce optimization software encompass all of your customer needs, while some are more for your employees’ usage and pair well with CRMs. The best way to determine what technology stack will work for you is to call a software company and figure out which tools will most benefit your business.

Which Software?

Here are a few workforce optimization software options. It’s stressful to try out new pieces of software, but if you invest some time in researching the right one for your business and learning all of its aspects and tools, you can save time and resources in the long run. The happier your customer care agents are and the better they’re able to do their work, the longer they’ll stick around, meaning less time spent hiring and training new employees. You’ll also leave customers feeling satisfied and cared for, having met a wide variety of needs. See which one would best fit your company if you’re considering a new software solution this quarter.

Calabrio ONE

Calabrio ONE is a popular software that uses speech analytics tools to get your customers where they need to be. It also dominates in terms of scorecards, giving you so much data it almost becomes overwhelming. But a lot of numbers means a lot of information on your customers and their needs, allowing you to make better customer care decisions. Calabrio ONE specializes in taking a vast amount of customer information and breaking it down in dashboards, helping you see what needs action.


Avaya specializes in omnichannel experiences, allowing you to pull together customer data from all aspects of your business. If you’re struggling to centralize customer communication or want to see the history of your interactions with a customer, Avaya may be a great fit for your business. It can also be used as a business collaboration tool and offers video conferencing services.

Aspect Workforce

Aspect Workforce will be popular among your customer service agents because of its employee scheduling service. It allows companies to forecast and plan employee schedules so customer service agents always know when they need to be on, and it allows employees to access these data from the comfort of their smartphones. If you’re interested in giving your customer service agents a boost, you can also automatically assign training packages to different teams if they seem to be struggling. This software will help not only your clients but also your customer care team, making your business more holistic and helping everyone get what he or she needs.


AIMMS helps companies allocate resources during different high-volume shifts. Employees can put in their preferences, skills, and requests before companies assign them trainings or tasks. AIMMS helps your customer care team feel valued and helps match your customers with the agent who can help them the most. The software uses data in order to help you see where you’re going to need the bulk of your customer service and will allow you to make smart, automated scheduling decisions so everybody feels heard and nobody feels frazzled.


One of the best parts of Five9 as a software is its simplicity. Its easy-to-use interface is incredibly intuitive, and learning it won’t be a challenge for your employees. It allows you to track and record inbound and outbound calls, enabling you to return to previous customer interactions to get a full understanding of the ups and downs of their customer journey. It also has omnichannel abilities so you can leverage analytics and technology when making customer decisions. Five9 excels at making contact centers more productive by cutting through the noise and emphasizing that quality customer service doesn’t need to be overly complicated.

Different companies will fit better with different workforce optimization systems. Take a look at your own needs within your company, and try a new software to keep customers returning for more and agents engaged with their work.