Workforce
Optimization (WFO)
Optimization (WFO)
Smarter teams start with better planning.
Workforce Optimization helps you forecast demand, build smarter schedules, and keep your team running at full speed, without overloading your team.
From shifting call volumes to unexpected sick days, contact centers live in constant flux. Collab’s WFO suite gives you the tools to stay one step ahead. With intelligent forecasting, real-time monitoring, and self-service scheduling, you can meet your SLAs without overstaffing or overstressing your agents.
Workforce Optimization
Build Smarter Schedules.
Workforce Optimization
Build Smarter Schedules.
Workforce Optimization
Build Smarter Schedules.
Workforce Optimization
Build Smarter Schedules.
Workforce Optimization
Build Smarter Schedules.
The Collab Way
Plan smart. Adapt fast.
Collab’s WFO tools are designed for the fast pace of real-world operations, eliminating guesswork and manual spreadsheets with intelligent forecasting, automated scheduling, and real-time insights all in one place. Whether you’re managing 20 or 2,000 agents, you can accurately anticipate peak periods, auto-generate shift plans based on real demand, and give agents the flexibility of self-service scheduling. Monitor adherence and performance as it happens to keep your team productive, your customers satisfied, and your KPIs on target.
Core Capabilities
How Workforce Optimization Drives Team Performance
Forecasting
Predict workloads using historical data, seasonal trends, and smart volume modeling.
Shift Planning
Build optimized schedules that balance demand, SLAs, and agent preferences.
Real-Time Monitoring
Track actual vs. planned activity. Make adjustments on the fly to avoid gaps.
Self-Service Scheduling
Let agents view, swap, and request shifts directly—reducing admin load and improving satisfaction.
Adherence Reports
See how closely agents follow scheduled activities. Spot coaching opportunities early.