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With so many different call center scheduling software available, figuring out which is right for your needs is tough. You know you want to manage your staffing levels more efficiently so you can ensure you're properly staffed for peak times, but you need to figure out which system is best. In this article, I'll help you make this choice easier by sharing my insights on the best call center scheduling software to create efficient staff schedules and provide a positive employee experience.

What is Call Center Scheduling Software?

Call center scheduling software is a tool that assists with creating work schedules for call center agents by using historical data to predict call volumes and ensure optimal staffing levels for peak times. Key features include automated scheduling, real-time adjustments based on actual call volume, and integrated reporting to monitor scheduling efficiency and agent performance. These systems also support shift swapping between agents, creating a more positive employee experience for agents.

By adjusting your staffing levels based on predicted and actual demand, organizations can reduce wait times for callers, providing faster and more efficient customer service. These solutions also improve employee satisfaction and support better data-driven decisions for workforce management issues.

Overviews of the 10 Best Call Center Scheduling Software

Below I’ve summarized my top 10 choices for the best call center scheduling software to help you understand how they stand out from each other. Many of these tools can also accommodate a variety of industries, including staffing needs for hospitals, hotels, restaurants, retail, and other service-related industries. Plus, I’ve included 7 bonus software systems below, if you’d like a few more options to consider.

1

Deputy

Best call center scheduling software for one-click schedules

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.6
210 reviews

31-day free trial

From $3.50/user/month

A web-based workforce management solution, Deputy delivers simplified scheduling, time tracking, and communication to streamline administrative tasks. With this tool, you can minimize callouts, maximize employee retention, and get more visibility and control over nearly every aspect of your business.

The highly intelligent Deputy AI initially works off the data you provide about employee availability, skills, and shift requirements, but it’s also learning about your business needs and forecasting high-volume days. It can even help you adjust to changes on-demand with updates sent directly to staff phones.

Deputy has broken down their tools into two categories: scheduling and time and attendance. You can choose to work with only one solution or combine them both for more comprehensive management. Deputy can handle small businesses, as well as enterprise-level organizations with more than 250 employees.

Deputy Standout Features and Integrations

Features include automated scheduling tools, labor compliance, time tracking, time clock app, mobile app, instant updates, notifications, team communication, real-time data and analytics, AI optimization, deputy app for shift availability, and mobile capabilities.

Integrations include ADP, Gusto, Quickbooks, Clover, Airwatch, DropBox, ePOSnow, Bamboo HR, Equals, and iPayroll.

Pros

  • Simple and easy to use
  • Comprehensive visibility and overviews
  • Can handle multiple locations

Cons

  • Geofencing tool could use work
  • Missing some integrations
2

Talkdesk

Best call center scheduling software for reducing administrative efforts and improving the worker experience

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
2439 reviews

Free demo available

From $75/user/month

While Talkdesk offers a comprehensive CRM platform, their workforce management tools are a unique solution to help you optimize staffing and scheduling decisions with minimal effort. You can anticipate customer demand with automated forecasting and ensure skills-based scheduling to get the people you need to improve overall service levels.

One of the best tools from Talkdesk ensures open communication between management and customer service/sales agents. With a 24-hour chatbot, you have access to a streamlined workflow that will automatically update approved changes to the schedule. Utilize the CRM features to better organize your service centers while empowering scheduling managers.

Talkdesk is a great tool for any SMB or enterprise-level organization with an in-house customer service team, sales team, or call center. They even offer packages purpose-built for specific industries, including financial services for insurance, financial services for banking, healthcare for providers, and retail.

Talkdesk Standout Features and Integrations

Features include omnichannel support, quality management, interaction recording, agent assist, smart agent chatbot, knowledge management, adherence monitoring, analytics and insights, automated scheduling, intelligent forecasting, and a mobile app.

Integrations include Salesforce, Slack, Zendesk, Microsoft Teams, Now, Dynamics 365, Zoom, HelpScout, Zoho, and Outreach.

Pros

  • Simple user interface
  • Easy to track users
  • Comprehensive reporting on in-house teams

Cons

  • Occasional downtime for updates
3

Zoho Voice

Best for SMBs unified calling needs

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4
2539 reviews

15-day free trial

From $39/user/month

Zoho Voice is a robust yet easy-to-use solution designed to streamline call center operations. It offers a robust, cloud-based platform that facilitates efficient call handling, ensuring that businesses can provide top-notch customer service. With Zoho Voice, companies have access to a suite of tools that enhance communication, improve agent productivity, and optimize call center scheduling.

In the realm of call center scheduling software, Zoho Voice shines by offering advanced scheduling features that enable managers to efficiently allocate resources and ensure optimal staffing levels. Its intuitive interface simplifies the process of creating and managing schedules, while its real-time analytics provide insights into call volume trends, helping to anticipate customer service needs. Furthermore, Zoho Voice's flexibility allows for easy adjustments to schedules, accommodating last-minute changes and ensuring continuous service quality.

With Zoho Voice, you'll get real-time agent availability tracking, which ensures optimal staffing by monitoring agent status, automated shift scheduling that streamlines shift assignments and reduces manual effort, and integrated performance analytics that offer insights into agent productivity, aiding in informed scheduling decisions. These capabilities collectively enhance the efficiency and effectiveness of call center operations, ensuring that resources are utilized optimally and that customer service levels are maintained at a high standard.

Standout Features and Integrations

Features include cloud telephony, multi-channel support, real-time agent availability tracking, automated shift scheduling, integrated performance analytics, seamless zoho suite integration, customizable ivr, call recording, voicemail transcription, and real-time call analytics.

Integrations include oho CRM, Zoho Desk, Zoho Mail, Zoho Campaigns, Zoho Analytics, Zoho Books, Zoho Recruit, Zoho SalesIQ, Slack, and Google Workspace.

Pros

  • Flexible scheduling options accommodate dynamic call center needs
  • User-friendly interface enhances ease of use
  • Seamless integration with Zoho suite streamlines operations

Cons

  • Limited customization for very specific scheduling needs
  • Learning curve for advanced features
4

Shiftboard

Best call center scheduling software for union and labor board compliance

Free demo available

Pricing upon request

Shiftboard is versatile scheduling software that can handle a number of business challenges, including employee retention, union compliance, labor cost management, workforce flexibility, fatigue management, and even scheduling during pandemics.

One of the standout features of the Shiftboard platform is its ability to handle union compliance, preventing penalties and grievances that can cost time and money. With transparent decision-making, comprehensive rules coverage, proactive compliance, and robust proof of compliance, you can mitigate risk through violation detection and audits.

Shiftboard may specialize in unionized organizations but they’re built to handle enterprise-level organizations across a variety of industries, including energy, staffing, corrections, healthcare, warehousing, and manufacturing.

Shiftboard Standout Features and Integrations

Features include schedule automation, auto-block violations, schedule generation, track employee accommodations, employee shift volunteering, swapping, bidding, and declining, mobile access, schedule visualization, notifications, and labor demand planning.

Integrations include UKG, Ceridian, Workday, ADP, Oracle PeopleSoft, SAP, Infor, Microsoft Dynamics, Workato, and Power BI.

Pros

  • Reduces administrative burden
  • Multiple view options
  • Ideal for massive staffing projects

Cons

  • Some aspects are not customizable
  • Could use more efficient notification system
5

injixo

Best call center scheduling software for real-time management of call center agents

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4
13 reviews

Free demo

From $299/month

If you’re looking for cloud-based software that allows you to pivot to adjust to changing scenarios and problems in real-time, injixo offers solutions that clearly show how your team is responding to current activities, ensuring you can fix understaffing and overstaffing, optimize breaks and lunches, and streamline time off and shift swap requests.

One of the best tools in their arsenal for your scheduling process is the audit trail. This feature provides a comprehensive history of changes. You can see the evolution of an employee’s schedule, see who made changes and when, and restore previous versions of the schedule. injixo also shows agent scheduling via a “heat map” for better visualization of staffing needs.

injixo is capable of supporting businesses of all sizes with starter packages, as well as customized services for enterprise-level businesses. While they don’t have preset, industry-specific plans, they offer tailored onboarding packages.

injixo Standout Features and Integrations

Features include attendance tracking, approval process control, employee self-service, data import/export, sick leave tracking, time off requests, performance management, vacation management, and reporting and statistics.

Integrations include Five9, Vonage, Freshworks, UJET, Genesys Engage, Genesys Cloud, Zendesk, Mitel, Talkdesk, and NICE.

Pros

  • Provides an accurate picture of staffing needs
  • High level of detail
  • User-friendly interface

Cons

  • On-the-day SL not available
  • Holiday and tax calendars don’t sync well
6

NICE Workforce Management

Best call center scheduling software for customized plans and ultra-tailored implementation

60-day free trial available

Customized price upon request

When you need to optimize your workforce to ensure a better customer experience, NICE Workforce Management offers intelligent and accurate scheduling software that anticipates your needs, harnesses workforce potential, notifies employees of any schedule changes immediately, and simplifies everything related to WFM.

NICE is AI powered with over 40 patented algorithms to reduce idle time and boost efficiency without requiring manual operations from managers and staff members. It can reduce labor costs by helping you predict upcoming scenarios with precision, ensuring you can schedule exactly who you need when you need them. And agents have access to mobile self-scheduling for more visibility and flexibility.

Whether you’re a massive organization, a nonprofit, or a small local business, NICE offers targeted solutions to meet your needs across a variety of industries, including BPO, government, collections, telecommunications, healthcare, retail, financial services, and education.

NICE Workforce Management Standout Features and Integrations

Features include automated approval for shift bidding, time off, and trade requests, automated workflows, intraday forecasting, unified BI reports, mobile app, proactive scenario modeling, time and attendance tracking, team communication, and agent self-service.

Integrations include Amazon Connect, Bullhorn, Salesforce, Microsoft Dynamics 365, SugarCRM, Netsuite, Zendesk, and Oracle.

Pros

  • Simple, streamlined functionality
  • Easy data sync capabilities
  • Customized implementation

Cons

  • One of the more expensive options
  • Limited CRM integrations
7

Assembled

Best call center scheduling software for creating SLA-proof scheduling

Plans start at $25/user/month

If you want to level up your customer service with better quality and agent availability, Assembled offers a call center scheduling software that delivers the tools to make it happen with automated scheduling, intraday changes, and flexible self-scheduling capabilities, including templates, timesheets, and 24-hour access to work schedules.

One of their unique tools is the simulated staffing feature, which allows managers to test schedules months in advance to see how they impact SLA and net staffing, adjust concurrency and AHT to simulate a variety of scenarios, and draft schedules with specific scenarios in mind to ensure optimal staffing before sharing the schedule with the team.

Assembled services in a number of industries on the SMB and enterprise level, including fintech, healthcare, SaaS, and retail. They’re equipped to support scheduling at scale, short-term forecasting, real-time management, last-minute schedule changes, time off requirements, and shift swaps, bidding, and rotations as needed.

Assembled Standout Features and Integrations

Features include automation, schedule editing, flexible templates, custom metrics, test schedules, scenario testing, audit logs, schedule history, multi-selection for events, keyboard shortcuts, timezone shortcuts, and real-time updates.

Integrations include Zendesk, Kustomer, Salesforce Service Cloud, Ujet, Zoom Contact Center, Amazon Connect, Talkdesk, MaestroHQ, Intercom, and HiBob.

Pros

  • User-friendly interface
  • Low barrier for entry
  • Automations save time

Cons

  • Local numbers aren’t always available
  • Can’t export call logs
8

Workforce.com

Best call center scheduling software for instantly optimized schedules

14-day free trial available

Customized price upon request

Whether you choose drag-and-drop scheduling or use a template to create your weekly calendar, Workforce.com eliminates the need to create schedules from scratch and helps you ensure that every shift is perfectly staffed.

When you integrate your CRM with this call center scheduling software, Workforce.com can use call data like the volume of calls, average call times, and the skills of your agents to accurately forecast who you’re going to need for each open shift. With deeper insights and reports, you can also find the best times for employee training and development.

The Workforce.com scheduling tool specializes in hospitality, retail, and healthcare for both operations and human resources departments. Whether your organization is big or small, this scheduling app can help prevent both callouts that lead to understaffing and inaccurate predictions that cause overstaffing.

Workforce.com Standout Features and Integrations

Features include process automation, dashboards and reporting, schedule creation tools, schedule management, employee leave management, user access, user role access, employee information, reporting, a mobile app, shift planning, and paperless onboarding.

Integrations include ADP, UKG, Gusto, Oracle, Workday, Paycom, Ceridian Dayforce, Square, and Paychex.

Pros

  • Multiple view options
  • Spot gaps in the schedule right away
  • Great customer support

Cons

  • Too many email updates
  • Can be slow on mobile
9

Humanity

Best call center scheduling software for accelerated schedule creation

Free trial available

Custom pricing for all plans

As a cloud-based, employee schedule-focused platform, Humanity claims it can accelerate schedule creation for your organization by up to 80% with more insight into your operations and actionable data based on sales forecasts, historical sales, and staff availability.

With Humanity, you have tools that will help you create compliant, error-free schedules for your teams through predictive AI technology. Using automated, rule-based scheduling and custom templates, each schedule is designed for your unique use case to ensure a more intelligent, data-driven schedule with less time and effort.

Humanity is a highly scalable tool that’s designed to grow your business. You might start with their basic scheduler and move up to their enterprise-level capabilities over time. This platform also offers targeted solutions for specific industries, such as healthcare, retail, call centers, hospitality, universities, fitness recreation, and transportation.

Humanity Standout Features and Integrations

Features include shift scheduling, a mobile app, team communication, time and attendance tracking, absence and leave management, access management, reporting, and timesheets.

Integrations include Oracle, Workday, Bamboo HR, Square, Zendesk, Hubstaff, OnPay, Dayforce, Namely, and Bitium.

Pros

  • Instant notifications for every change
  • Amazing customer support
  • Easy to learn

Cons

  • Mobile app isn’t as developed as desktop
10

TixTime

Best call center scheduling software for avid Excel users

14-day free trial + free plan available

From $379/month

If you’re finally ready to get rid of your Excel spreadsheets, time off forms, and employee availability written down on notepaper, TixTime offers an all-in-one solution for scheduling, time clock, and payroll needs to save time with simple scheduling features and ensure efficiency through better communication.

At TixTime, you get a host of scheduling tools that keep track of employee preferences and help you visualize coverage to quickly see where you’re missing staffing. Once you input employee availability and your busiest hours, this scheduling app will create the ideal timetable from your best team members.

This scheduling tool is a great option for businesses of all sizes. They offer a free platform for small businesses with only three teams and up to 100 employees, as well as enterprise-level plans for organizations that have more than 100 people on their payroll. This software excels at supporting customer service centers, sales teams, and hospitality industries.

TixTime Standout Features and Integrations

Features include employee availability, week scheduling, notifications, employee self-service, schedule visualization, payroll exports, mobile app, attendance management, performance documentation, skills tracking and training, HR profiles, and audit logs.

Integration details are currently not available.

Pros

  • Easy to set up and maintain
  • Free plan for small organizations
  • Great customer service

Cons

  • Slightly dated layout
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Other Options

Here are a few more options that didn’t make the best call center scheduling software list:

  1. Sling

    Best call center scheduling software for management of multiple locations

  2. CloudTalk

    Best call center scheduling software for international call centers

  3. Connecteam

    Best call center scheduling software for all-in-one business operations

  4. When I Work

    Best call center scheduling software for auto-scheduling shifts

  5. Findmyshift

    Best call center scheduling software for a simple online employee scheduling platform

  6. ZoomShift

    Best call center scheduling software for SMBs with hourly employees

  7. RingCentral Contact Center

    Best call center scheduling software for smart routing

  8. Verint Workforce Management

    Best call center scheduling software for large enterprises

Selection Criteria for the Best Call Center Scheduling Software

Are you wondering why these call center scheduling software made the list? To determine my top 10 recommendations for call center scheduling software I started by reviewing recent call center software market data to develop a long list of options to review. I then cross-checked this list against publicly available positive user ratings to narrow the field down even further. with evaluated the features of numerous options with positive user ratings.

After determining my top choices, I honed this list even more using my selection criteria below. Comparing how each platform stacked against one another, I drew on my years of CX Lead experience to pinpoint exactly what modern organizations need from their call center software.

Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best call center scheduling software for this article:

Usability

When I explore new software for the workplace, I’m looking for solutions to pain points and other everyday problems that actually resolve them without creating more complexity in the workflow. Software that’s easy to integrate, learn, and use is essential. A simplified interface and intuitive user navigation are among the key elements I look for in usability.

Standout Features

Scheduling software isn’t the same thing as inbound call center software. While inbound call software may focus on call distribution and data collection, scheduling software is an internal tool for team management. I chose software options that focused on enhancing team performance and communication throughout the levels of your organization.

Software Integrations 

Call center scheduling software is definitely not the only tool you’re using to streamline your workflow. From design thinking tools for the product creation team to email management for the marketing team, you never know which tools need to share the same data. I chose call center scheduling software that integrates with as many tools as possible to provide you with maximum flexibility.

Pricing

Because you might find yourself using multiple tools to improve workflow and business decision-making processes, your budget probably only has enough room to allow for so many software integrations. The options on this list are those that would add the most value to your organization at each price point. We've also crafted a detailed breakdown of software costs if you'd like to get deeper into the details.

Frequently Asked Questions About Call Center Scheduling Software

Still wondering how call center scheduling software works? Here are some answers to popular FAQs we’ve received to get you straightened out:

How is scheduling done in a call center?

Whether it’s a call center or customer-service-based facility, scheduling software for these organizations is based on creating schedules that integrate a variety of factors. They automate schedule creation in regards to call volume, agent skill set, and agent availability to meet customer demands with the most efficient use of labor.

What are the key features of call center scheduling software?

Some essential features of call center scheduling software include:

  • Multiple manager permissions: You may need more than one person to be able to manage and edit the scheduling tool.
  • Payroll integration: Allows for easy importation of employee hours to improve accuracy and accountability.
  • Mobile capabilities: Employees need to be able to access their schedule wherever they are so mobile-friendly capabilities, including SMS notifications, are essential.
  • Automatic hour tracking: Tracking employee hours can reduce overtime, prevent understaffing, and ensure accurate payroll.
  • Instant notifications: If schedules change, your employees need to know right away that their shifts could be different.
  • Outbound Call Scheduling: Schedule outgoing calls to touch base with customers to foster relationships outside of a sale or crisis.

What other scheduling software should I use?

The CXL Lead has overviews of lots of other software solutions to help you optimize your business that could be better suited to your needs. Check out these lists here:

Managing staffing trends for peak times is a critical component of workforce management, especially in industries like retail, hospitality, and other sectors with a heavy focus on customer service. Here is a brief summary of some trends that are developing in the call center scheduling software space that you should be aware of:

1. Predictive Scheduling

Predictive analytics can help you forecast your staffing needs for busy periods so you can schedule your staff proactively. This feature works by using historical data, such as previous sales history and foot traffic, to predict future demand. This helps managers create schedules that ensure enough staff are on hand to handle peak times, improving the level of customer experience and reducing employee stress.

2. Flexible Staffing Models

Modern software is starting to incorporate more flexible staffing models, such as on-call shifts and zero-hour contracts. These models allow businesses to adjust their workforce based on real-time demand, which is useful if there are unexpected surges in customer activity. However, it's important to ensure these models comply with fair labor practices to maintain your employee satisfaction and retention levels too.

3. Self-Service Staff Scheduling Functions

The inclusion of self-service scheduling abilities for employees is also on the rise within call center scheduling software. These functions allow employees to set their own availability, swap shifts with other employees, and pick up extra shifts as desired, including through mobile apps. This gives employees more control over their personal work-life balance. Meanwhile, managers retain full visibility over their staff schedule so they can fill any gaps as needed.

4. Real-Time Labor Management

Real-time labor management tools are becoming more sophisticated, allowing managers to make staffing adjustments on the fly. These tools are designed to alert managers when the customer call volume exceeds predictions, allowing for immediate staffing adjustments.

Investing in a modern call center software solution that incorporates these trends will help you optimize your scheduling needs to provide the best customer experience possible, while also creating a better employee experience for your team. Keep these trends top of mind as you evaluate which call center software is the best option for you, especially if your industry has seasonal fluctuations in your customer needs.

More Call Center Software Reviews

As I'm sure you already know, there are different types of call center software out there to meet different business needs. If you didn't find exactly what you're after in this list, I'm sure one of my other top 10 lists will do the trick:

Scheduling For Your Needs

Scheduling and staff management can be huge administrative tasks. Let these call center and project scheduling software options help you get the job done more efficiently.

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