Optimize Contact Center Operations with Specialized Workforce Management
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.
- Agent Shrinkage Reduction
- Real-time Agent Monitoring
- Compliance & Labor Law Reporting
- Shift Scheduling & Forecasting
- 14-day free tria
- No credit card required
- Setup in 5 minutes
Trusted by High-Performance Internal Support Teams
Leading Contact Centers rely on HiveDesk to manage agent performance, hit service level targets, and improve their customer experience.
2,000+
4M+
Agent Hours
Tracked monthly
30%
99.9%
Uptime
Mission-critical reliability
2,000+
Contact Centers
4M+
Agent Hours
99.9%
Uptime
Your Core WFM Challenges as a Contact Center Manager
Unlike BPOs who focus on client billing, internal Contact Centers live and die by their Service Levels (SLAs), customer satisfaction (CSAT) scores, and agent retention. Your challenges are unique, and your WFM solution must be too.
Your Common WFM Problem
Missing SLAs & High Wait Times You're constantly **understaffed** during peak **call volumes**, leading to high **abandonment rates**, poor **customer experience**, and stressed-out agents.
High Agent Attrition & Burnout Agents are quitting due to unfair schedules, constant pressure, and poor **work-life balance**. Your **employee engagement** is low, and your hiring/training costs are out of control.
Inconsistent Service Quality (Low FCR/CSAT) You lack visibility into *why* **customer satisfaction** is low. You can't connect a bad **CSAT** score to a specific agent's performance or provide timely coaching.
Manual Compliance & Reporting Your Team Leads spend hours in spreadsheets manually tracking breaks, **overtime**, and adherence, opening you up to **labor law** compliance risks.
The HiveDesk Solution
AI-Powered Forecasting & Intraday Management Accurately predict **call volume** and build perfect **staffing** models. Our **real-time adherence** dashboard lets you manage **intraday** adjustments to keep **service levels** green.
Flexible Scheduling & Agent Self-Service Our **employee scheduling** tools include **flexible scheduling**, **shift bidding**, and **mobile time-off requests**. This empowers agents and improves the **employee experience**, directly reducing **burnout** and **attrition**.
Integrated QA & Performance Dashboards We connect **agent performance metrics** (like **AHT** & **FCR**) with **QA scorecards** and **CSAT** results. This gives your Team Leads the **data-driven** insights they need for effective, real-time coaching.
Automated Compliance & Reporting Automate tracking for meal/break laws, overtime, and attendance. Generate **audit-ready** compliance reports in seconds, freeing your managers to coach instead of doing admin.
Ready to solve your Contact Center challenges?
Join 2,000+ Contact Centers already optimizing their operations with HiveDesk.
A WFM Platform Built for Your Contact Center's KPIs
HiveDesk is a complete WFM software solution that gives you the workforce management tools to master the metrics that matter: SLAs, FCR, CSAT, and Agent Attrition.
1. Master Your SLAs with Intelligent Scheduling & Forecasting
Stop guessing at staffing. Our WFM solution uses AI-powered forecasting to analyze historical data and call volume trends, ensuring you have the right number of agents with the right skills scheduled at the right time.
- Intraday Management: Get real-time adherence alerts so you can manage staffing levels before wait times spike.
- Streamline Scheduling: Build complex, flexible schedules in minutes, not days.
- Learn more about our Shift Scheduling & Shrinkage Management Pillar
2. Reduce Attrition with a Better Employee Experience
Combat agent burnout and improve retention by giving agents tools that respect their work-life balance. A positive employee experience is your #1 defense against high turnover.
- Flexible Scheduling: Easily build schedules that accommodate hybrid work, part-time agents, and preferred hours.
Ensure 100% Compliance with Automated HR & Reporting
Eliminate manual spreadsheet work and ensure you are 100% compliant with all labor laws—a critical function for any call center managing hundreds of hourly employees.
- Automated Overtime & Break Tracking: Automatically track and calculate overtime and ensure meal/break policies are followed.
- Audit-Ready Reports: Generate compliance reports for labor law adherence, attendance, and overtime in one click.
- Attendance Management: Streamline the entire process for tracking absenteeism, tardiness, and managing time off requests.
- Explore our Automated Compliance & HR Reporting Hub
Trusted by Internal Contact Center Leaders
See how Contact Center managers (not just BPOs) use HiveDesk to hit their KPIs and improve agent retention.
300+ agents
Frequently Asked Questions (for Internal Contact Centers)
HiveDesk improves Service Levels (SLAs) by using AI-powered forecasting to ensure you are never understaffed during peak call volume. It improves First Call Resolution (FCR) by linking performance management tools (like QA scorecards) to live agent metrics, helping you identify and coach agents on specific knowledge gaps.
Our WFM solution is built to improve the employee experience. Features like flexible scheduling, shift bidding, shift swaps, and a mobile app for time off requests give agents control over their work-life balance. This empowerment is a key driver in reducing burnout and attrition.
While both use WFM, this solution is optimized for the KPIs of an internal call center: SLAs, FCR, CSAT, and agent retention. Our BPO solution has a heavier focus on multi-client billing, client portals, and invoice accuracy. This page is 100% focused on your operational and customer experience goals.
Most contact centers are up and running within 24-48 hours for core features. A full implementation, including integrations with your ACD and CRM, typically takes 1-2 weeks. Our onboarding team provides full support.
Yes. HiveDesk offers pre-built integrations and robust APIs to connect with major platforms like Salesforce, Zendesk, Five9, Genesys, Talkdesk, and more, creating a unified omnichannel dashboard.
Still have questions about Contact Center workforce management?
Our Contact Center experts are here to help you optimize your operations.
Ready to Hit Your SLAs and Stop Agent Burnout?
Join thousands of Contact Centers that have taken control of their staffing, automated compliance, and improved their customer satisfaction with a WFM solution built for them.
Improve SLA Compliance
Reduce Agent Attrition
Automate Manual Reporting
2,000+
Contact Centers
4M+
Agent Hours Tracked
30%
99.9%
Uptime SLA