Workforce Management

Optimize staffing and scheduling with AI-powered, omnichannel workforce management that’s intuitive and easy to use.

Welcome to the Next Generation of Workforce Management

Talkdesk Workforce Management™ combines powerful artificial intelligence and automation with a remarkably intuitive user experience to help you optimize staffing and scheduling decisions, reduce administrative effort, and deliver a better experience for agents that’s designed for the modern workforce.

Unparalleled Efficiency and Ease-of-Use

Simplify and automate the process of forecasting, staffing, and scheduling, so that your supervisors and resource planners can spend less time struggling with technology, and more time getting results.

Powerful, Flexible Forecasting

Anticipate customer demand and plan more effectively with accurate, omnichannel forecasts based on historical and real-time data, while making it easy to manually edit forecasts and make intraday adjustments on the fly.

Automated, Skills-based Scheduling

Generate optimized schedules designed to improve your operational efficiency and quality of service. Talkdesk’s powerful scheduling algorithm automatically accounts for agent skills and scheduling rules as it simulates and evaluates up to 20,000 potential schedules per second.

"The experience with Talkdesk Workforce Management has been great! As always Talkdesk is very engaged with us and responsive to what our needs are. We are seeing great benefits in the optimization of our workforce which has had an even greater impact with the reduced staff during the pandemic."

Michael Coster, Supervisor CRM and Data Analytics, Xenial

Designed for the Modern Workforce

Improve the agent experience with a mobile-optimized user interface and a unique chatbot designed to quickly process open-ended change requests. Support flexible working arrangements with customizable shift templates and break rules.

Quick and Cost-effective to Deploy

Implementing traditional workforce management solutions can be a notoriously slow and expensive process. With Talkdesk you can quickly import and synchronize your contact center data, automatically create settings and configurations, and substantially reduce the time it takes to train new users.

Workforce Management Software Features

Intelligent Forecasts

Leverage artificial intelligence to generate extremely accurate forecasts based on historical and real-time data.

Automated Scheduling

Automate and optimize the scheduling process based on shift templates, break rules, and agent skills.

Analytics and Insights

Create customizable dashboards to compare key metrics and visualize performance trends.

Omnichannel Support

Generate forecasts and schedules that support your omnichannel workflows.

Surge and Slack Detection

Anticipate intraday surges and slack to make better decisions based on real-time data.

Schedule Adherence

Accurately compare actual agent behavior with scheduled activities.

Hear Why Our Customers Love Talkdesk WFM

Rated 4.4 out of 5 based on 787 reviews on

Experience the Cloud Contact Center for Innovative Enterprises

Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.

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Giving Tuesday!

Talkdesk gives back by donating $19k to AppConnect partner selected charities on Giving Tuesday.