--- title: How Contact Center Workforce Management Software Solutions are Changing description: Learn about the latest changes to contact center workforce management software solutions and how they are making a difference on productivity and morale. image: https://blog.communitywfm.com/hubfs/contact-center-wfm-solutions-changing.jpeg --- [![cwfm-lightbg-horiz-white-bg](https://blog.communitywfm.com/hs-fs/hubfs/cwfm-lightbg-horiz-white-bg.jpg?width=250&height=50&name=cwfm-lightbg-horiz-white-bg.jpg "cwfm-lightbg-horiz-white-bg")](https://www.communitywfm.com/) - [Products](https://www.communitywfm.com/solution) - [Enterprise](https://www.communitywfm.com/solution-enterprise) - [Essentials](https://www.communitywfm.com/solution-essentials) - [Tour](https://www.communitywfm.com/tour-overview) - [Services](https://www.communitywfm.com/services) - [Onboarding](https://www.communitywfm.com/steps-to-success) - [Customer Success](https://www.communitywfm.com/wfm-customer-success) - [Cloud Hosting](https://www.communitywfm.com/cloud-hosting) - [Managed Services](https://www.communitywfm.com/managed-services) - [Custom Integrations](https://www.communitywfm.com/custom-integrations) - [Blog](https://blog.communitywfm.com) - [Resources](https://www.communitywfm.com/resources-content-library) - [News](https://blog.communitywfm.com/news) - [Case Studies](https://www.communitywfm.com/case-studies) - [Content Library](https://www.communitywfm.com/resources-content-library) - [ROI Calculator](https://www.communitywfm.com/wfm-roi-calculator) - [Self Assessment](https://www.communitywfm.com/workforce-management-software-self-assessment-tool) - [Partners](https://www.communitywfm.com/technology-partners) - [Company](https://www.communitywfm.com/about-us) - [About Us](https://www.communitywfm.com/about-us) - [Compliance](https://www.communitywfm.com/security-compliance) - [Careers](https://www.communitywfm.com/careers) - [Events](https://www.communitywfm.com/industry-events) - [Contact](https://www.communitywfm.com/contact) - [![Get Started](https://no-cache.hubspot.com/cta/default/7197233/139fb097-adb2-46d5-b0e1-cbbb5250de4f.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/139fb097-adb2-46d5-b0e1-cbbb5250de4f) [![https://www.communitywfm.com/](https://blog.communitywfm.com/hubfs/CommunityWFM_March2020/images/logo-scrolled.svg "https://www.communitywfm.com/")](https://www.communitywfm.com/) [![Request a Demo](https://no-cache.hubspot.com/cta/default/7197233/f9a49dcb-2777-45b8-b812-779b804fc84f.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/f9a49dcb-2777-45b8-b812-779b804fc84f) - Products - [Overview](https://www.communitywfm.com/solution) - [Enterprise](https://www.communitywfm.com/solution-enterprise) - [Essentials](https://www.communitywfm.com/solution-essentials) - [Tour](https://www.communitywfm.com/tour-overview) - Services - [Overview](https://www.communitywfm.com/services) - [Onboarding](https://www.communitywfm.com/steps-to-success) - [Customer Success](https://www.communitywfm.com/wfm-customer-success) - [Cloud Hosting](https://www.communitywfm.com/cloud-hosting) - [Managed Services](https://www.communitywfm.com/managed-services) - [Custom Integrations](https://www.communitywfm.com/custom-integrations) - [Blog](https://blog.communitywfm.com) - Resources - [News](https://blog.communitywfm.com/news) - [Case Studies](https://www.communitywfm.com/case-studies) - [Content Library](https://www.communitywfm.com/resources-content-library) - [ROI Calculator](https://www.communitywfm.com/wfm-roi-calculator) - [Self Assessment](https://www.communitywfm.com/workforce-management-software-self-assessment-tool) - [Email Newsletter](https://www.communitywfm.com/workforce-management-newsletter) - Information - [Partner List](https://www.communitywfm.com/technology-partners) - [Partner Portal](https://www.communitywfm.com/partner-portal-access) - Company - [About Us](https://www.communitywfm.com/about-us) - [Compliance](https://www.communitywfm.com/security-compliance) - [Careers](https://www.communitywfm.com/careers) - [Events](https://www.communitywfm.com/industry-events) - [Contact](https://www.communitywfm.com/contact) - Site Language - [French](https://www.communitywfm.com/fr-ca/) - [Portuguese](https://www.communitywfm.com/pt-br/) - [Spanish](https://www.communitywfm.com/es-mx/) - [![Get Started](https://no-cache.hubspot.com/cta/default/7197233/139fb097-adb2-46d5-b0e1-cbbb5250de4f.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/139fb097-adb2-46d5-b0e1-cbbb5250de4f) ![wfm-modern-remote-chat](https://blog.communitywfm.com/hs-fs/hubfs/wfm-modern-remote-chat.jpeg?width=1920&name=wfm-modern-remote-chat.jpeg "wfm-modern-remote-chat") # CommunityWFM Blog #### Looking for a modern approach to workforce management? [![LEARN MORE  ](https://no-cache.hubspot.com/cta/default/7197233/0d6088b9-28c4-46d9-a533-6f974cee348b.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/0d6088b9-28c4-46d9-a533-6f974cee348b) ## Recent Posts - Filter By Topic ** [← ← Return to blog main page](https://blog.communitywfm.com/) [Workforce Management](https://blog.communitywfm.com/topic/workforce-management) # How Contact Center Workforce Management Software Solutions are Changing ![How Contact Center Workforce Management Software Solutions are Changing](https://blog.communitywfm.com/hubfs/contact-center-wfm-solutions-changing.jpeg) ## Share [mailto:?body=https://blog.communitywfm.com/contact-center-wfm-software-changing](mailto:?body=https://blog.communitywfm.com/contact-center-wfm-software-changing) ![CommunityWFM Team](https://blog.communitywfm.com/hubfs/communitywfm-c-logo-only.png) Written By [CommunityWFM Team](https://blog.communitywfm.com/author/communitywfm-team) On Dec, 8 2023 3 minute read It’s no secret that the contact center industry is always changing. Whether its routing calls more precisely or being able to provide better agent assistance, technology continues to drive different ways of innovating. One solution which is a part of the innovation wave is contact center workforce management (WFM) software. It’s technology that not only is the backbone of a contact center but is also utilized to improve efficiency and reduce costs. Below are a few of the ways contact center workforce management solutions are changing to improve operations. **They are providing a unique blend of automation and AI features to solve problems** – It feels like right now AI messaging and marketing is everywhere in the contact center industry. But how much of it is true? When it comes to workforce management, the software is still very much rooted in automation and less so in AI. Cornerstone features of WFM technology, such as [forecasting](https://www.communitywfm.com/forecasting) and scheduling, have a foundation in automation which has existed for decades. However, AI is being leveraged more for intraday planning to better predict staffing needs based on what has already happened earlier in the day. | [![cover-wfm-ai-automation-impact](https://blog.communitywfm.com/hs-fs/hubfs/communitywfm-ai-automation-wp-cover-556x699.png?width=220&name=communitywfm-ai-automation-wp-cover-556x699.png)](https://www.communitywfm.com/ai-automation-contact-center-wfm-positive-impact)   | ### [Want to learn more about the impact of WFM automation and AI on a contact center?  ](https://www.communitywfm.com/ai-automation-contact-center-wfm-positive-impact) ### [Download our whitepaper to see ten unique features and functionality that utilize AI and automation to save contact centers time and money while improving morale!](https://www.communitywfm.com/ai-automation-contact-center-wfm-positive-impact) | | --- | --- |   **They are providing agents with more control over when and how they work** – The days of posting a 9 to 5 schedule for everyone are long gone. Now, modern contact center WFM software offers solutions where agents have more control of their hours and schedule. For example, a contact center may have had an unforeseen event occur and now is short on agents for the evening shift. Instead of texting agents nonstop to see if they can work tonight, a contact center WFM analyst can leverage their software to quickly ask all relevant agents if they are interested in taking on the extra shift. Best of all, an agent is able to accept the shift in real time from anywhere through a [WFM mobile app](https://www.communitywfm.com/mobile-app). The technology also allows agents to have more control over completing their training and compliance tasks. Each individual agent can choose to complete tasks at a time that works for them and receive approval instantly without manager intervention. The software automatically handles all of the checks and balances against their schedule and staffing needs to ensure no conflicts exist. **They are focusing on the agent experience to improve the customer experience** – Happy agents often make happy customers. As a result of this, more companies are looking for contact center [WFM solutions](https://www.communitywfm.com/competitor-workforce-management) to help them improve agent morale. Having an [agent portal](https://www.communitywfm.com/agent-portal) with a built in communication framework is a good start, but agents are also looking for other ways the technology can make their life easier. One feature that is popular with busy agents is the ability to submit a time off request directly through a mobile WFM app. Getting instant time off approval at a doctor’s office or a school can save the agent significant time and effort in their personal life. **They are continuing to improve personal data compliance offerings** – Especially for global contact centers, data privacy and compliance has become a hot and important topic. Each company now has a data management policy and it’s important that every technology vendor they select is able to fulfill their internal data privacy requirements. Modern contact center workforce management software continues to improve in this area by allowing agents to submit automated requests at any time to view their data, change their personal information, have their data anonymized, or even have data deleted entirely with no restore options.   To summarize, contact center WFM software solutions are changing to ensure they continue being at the forefront of providing widespread value. Whether it’s improving agent happiness or reducing overhead costs by driving efficiency, WFM technology will continue to be a solution that strives to improve operations while also being cognizant of the bottom line. [← ← Return to blog main page](https://blog.communitywfm.com/) ### Subscribe to our newsletter We hate spam. You’ll only receive essential emails. ## Subscribe to our blog and get new posts in your inbox! 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Our unique history is rooted in workforce management consulting and we'd love to share our insights and expertise with you through our blog content.  [Learn More](https://www.communitywfm.com/about-us) #### Download eBook [![Enterprise eBook CTA](https://no-cache.hubspot.com/cta/default/7197233/5595f428-86d5-4fc8-b83e-c63329c5d455.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/5595f428-86d5-4fc8-b83e-c63329c5d455) ### Popular Posts #### Popular Topics - [Workforce Management](https://blog.communitywfm.com/tag/workforce-management) - [WFM Scheduling](https://blog.communitywfm.com/tag/wfm-scheduling)  - [Cloud Software](https://blog.communitywfm.com/tag/cloud-software)  - [Gig and Temp Employees](https://blog.communitywfm.com/tag/gig-and-temp-employees) - [Shift Bidding](https://blog.communitywfm.com/tag/shift-bidding) - [Intraday Management](https://blog.communitywfm.com/tag/intraday-management) - [Contact Center](https://blog.communitywfm.com/tag/contact-center)  ### Recent Posts © 2005-2025, CommunityWFM and Workforce Management Software Group, Inc. 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