Call Center Employee Scheduling Software
Match staffing to call volume, not guesswork. NextShifts helps call center managers schedule agents, manage breaks, and prevent burnout.
Free during beta. No credit card required.
30%
Reduction in overtime costs
95%
Schedule adherence rate
50%
Less time creating schedules
Call center scheduling is a high-wire act.
Too few agents and hold times spike. Too many and you blow the budget. You need scheduling that hits the sweet spot.
Unpredictable Call Volume
Call spikes are hard to predict. Under-staff and service levels drop. Over-staff and you waste payroll.
Agent Burnout
Back-to-back calls and mandatory overtime burn out agents fast. High turnover means constant training.
Break Compliance
Agents need breaks at specific times. Missing compliance windows means fines and unhappy workers.
DOL break requirementsBuilt for contact center operations.
From volume-based scheduling to break compliance, NextShifts handles the complexities unique to call centers.
Volume-Based Scheduling
Schedule more agents during peak hours. Match staffing levels to when customers actually call.
Skill-Based Routing
Tag agents with skills (Spanish, tech support, billing). Schedule the right skills for the right queues.
Break Management
Schedule breaks that maintain coverage. Never leave queues understaffed during lunch rushes.
Overtime Prevention
Get alerts before agents hit overtime. Control labor costs without surprise payroll spikes.
Shift Swapping
Let agents swap shifts with manager approval. Reduce last-minute call-outs and scrambling.
Mobile Access
Agents check schedules and request time off from their phones. No more "I didn't see the schedule."
Trusted by Contact Centers
Join workforce managers who've simplified agent scheduling with NextShifts.
Frequently Asked Questions
Common questions about call center scheduling software.
What is call center scheduling software?
Call center scheduling software is a workforce management tool that helps contact centers create agent schedules based on predicted call volumes, skill requirements, and break compliance. It ensures adequate coverage during peak hours while controlling labor costs and preventing agent burnout through fair shift distribution.
How do call centers schedule agents?
Call centers schedule agents by forecasting call volume using historical data, then matching agent availability and skills to predicted demand. Schedulers account for breaks, training time, and compliance requirements while balancing agent preferences. Modern software automates this by analyzing patterns and generating optimized schedules.
What is WFM software for call centers?
WFM (Workforce Management) software for call centers combines forecasting, scheduling, and real-time adherence tracking. It predicts staffing needs based on historical call data, creates optimal agent schedules, monitors schedule adherence, and provides analytics to improve efficiency. NextShifts offers core WFM scheduling features in an easy-to-use interface.
How can scheduling software reduce agent burnout?
Scheduling software reduces burnout by distributing shifts fairly, preventing excessive overtime, respecting agent availability preferences, and ensuring adequate breaks. It also enables shift swapping so agents can balance work with personal commitments, improving job satisfaction and reducing turnover.
Does NextShifts integrate with phone systems?
NextShifts focuses on schedule creation and management. While we don't directly integrate with phone systems, our schedules can be exported and used alongside your existing telephony and ACD systems. Future integrations are planned based on customer needs.
Stop playing phone tag with schedules.
Set up takes less than 15 minutes. Start scheduling agents that matches call volume today.