Daktela WFM Introduction

Daktela Workforce Management (WFM) is a sophisticated software specially developed for contact centres, aimed at streamlining shift planning, optimising occupancy, and forecasting traffic. Its unique ability to reliably and efficiently manage operator shifts makes it an indispensable tool for modern businesses.

Our advanced predictive algorithms are designed to utilise historical traffic data to accurately and reliably predict upcoming demand. This capability allows managers to flexibly adjust the number of agents, minimising the risk of overstaffing or understaffing at critical moments.

Once the optimal shift plan is created, Daktela WFM offers further benefits. Agents can easily and conveniently submit shift change requests, and managers have easy access to evaluate and approve these requests. This leads to the creation of a fair and balanced plan that reflects the needs of all employees.

Our software also meticulously adheres to all relevant labour and personnel regulations, while providing the flexibility to adapt to the specific needs and conditions of your organisation. This ensures that all processes comply with regulations and meet the unique requirements of your business.

The overall result is the creation of an optimal shift plan that not only maximises efficiency and reduces costs but also increases overall satisfaction among both customers and employees. Daktela WFM thus represents a key tool for achieving operational excellence and successful contact centre management.