Puzzel WFM

Unlock your contact centre’s full potential with smarter workforce management.

Reach maximum performance with intelligent forecasting, scheduling and intraday management

Stop agonising over complex spreadsheets and start building a more efficient and engaged workforce with our powerful workforce management solution. Puzzel WFM enables resource planners to accurately forecast demand and generate instant schedules optimised to deliver the highest service levels for your customers, the best experience for your agents, and the lowest operational cost for your business.

A cloud solution built for modern teams

  • Multi-channel, multi-skill forecasting and scheduling for omnichannel contact centres 
  • Customise your dashboard with the charts, stats and campaign summaries you need  
  • Agent self-scheduling, including shift trading and holiday management, via a dedicated web portal and mobile app 
  • Fast to deploy, easy to use, and scalable to businesses of all shapes and sizes 

Create perfect schedules in just minutes

Puzzel WFM takes the guesswork out of forecasting and scheduling. By using historical data captured directly from your contact centre, you can generate accurate forecasts and create schedules that will ensure your contact centre is always efficiently and effectively staffed. The scheduling process is reduced to just minutes, rather than days, and can be completed in a single application accessible on any device, at home or in the office. 

Accurate Forecasting

Base forecasts on historical trends captured directly from your contact centre

Optimised Scheduling

Schedule your agents to be in the best place possible to achieve the highest service levels for your customers

Real-Time Adherence (RTA)

Gain immediate insight into agent performance to support real-time decision making

Everything you need in one cloud solution

Accurate forecasting

Our multi-skill forecasting tool will have you creating, editing, and finalising demand for your contact centre in no time. Forecasting in contact centres can be a long and challenging task, especially when working solely with spreadsheets in today’s multi-skill, omnichannel world. But Puzzel WFM’s intuitive design makes the process straightforward for both first-time analysts and established resource professionals. With data captured directly from your contact centre and automatic and manual smoothing, you can create highly reliable forecasts in minutes.

Optimised scheduling

Our super-fast scheduler not only provides instant optimised schedules, it also allows you to make changes in real-time. With intraday management, you can simply add activities or drag and drop shifts at any time to respond to sudden spikes in demand or last-minute absences. You can also repurpose agents during idle times and assign them offline tasks without impacting critical service level targets. Puzzel WFM also includes a suite of reporting options so you can streamline HR and payroll operations and continuously improve performance.

Real-Time Adherence (RTA)

Gain insight into agent performance to support real-time decision making. Each agent’s real-time status is graphically displayed, showing what the agent is doing versus what they should be doing and highlighting any differences. Supervisors can easily see at a glance how their teams are performing and immediately identify good and poor agent behaviour. This enables action to be taken real-time and ensures customer service levels continue to be met.

Agent self-scheduling

Empower your agents with shift preferences, shift trading and holiday management. Agents can submit their availability and shift preferences, request shift changes, trade shifts with colleagues and manage their holidays from home or in the office via a dedicated agent web portal or the Puzzel WFM mobile app. This reduces administrative overhead and offers agents more control over their work-life balance, providing greater flexibility that leads to lower sick days and attrition. 

Trusted by award-winning businesses

Josh Kirkbride photoSimply Business logo

“Makes life so much easier”

“Multi selecting out of adherence events is brilliant and a feature I hadn’t thought of but makes life so much easier.”

Josh Kirkbride, Resource Planner at Simply Business

luke sambridgeaffinity water

“It wouldn’t have been possible without Puzzel”

“Our resolution time decreased from five days to three. It wouldn’t have been possible if we didn’t have Puzzel’s omni-channel solution in place!”

Luke Sambridge, Head of Customer Strategy & Experience

FM24 logo

“Delivering world-class customer service”

“We were looking for a solution that combined the flexibility and scalability necessary to make changes and respond quickly to changing client requirements. Skills-based routing of calls was essential to delivering world-class customer service.”

Sasha Memedovic, Head of Service Delivery at fm24

“Puzzel allowed us to have multiple users dealing with all incoming enquiries.”

“These ranged from course enquiries, directions to the three campuses, to funding enquiries.”

Declan Fallon, Glasgow Clyde College

Frequently Asked Questions

Workforce Management (WFM) are software solutions that enable organisations and businesses to optimise their staff working schedule. This ensures that people are assigned to the most appropriate tasks for their skills and customer service experience is always optimised.

Contact Centres are complex business units, often with large teams of agents with different levels of skill, knowledge and experience. Some Contact Centres may even combine in-house, offshore and remote workforces so a robust Workforce Management (WFM) system is essential for scheduling staff, forecasting requirements and optimising the customer experience (CX). Frequent staff turnover can be costly, and impacts negatively on morale and productivity. The best Workforce Management systems actively reduce attrition and absences by improving manager-agent communications and providing the framework for e-learning and Continuous Professional Development (CPD).

Scheduling, accurate forecasting and Real-Time Adherence (RTA), are central requirements for all good Workforce Management (WFM) systems, but especially important perhaps for Contact Centres were failing to put a system in place impacts the centre’s efficiency and the overall customer experience (CX). In addition, Contact Centres should look for Automatic Call Distribution (ACD) integration and custom reporting and analysis that provides the data needed for continuous improvement.

Cloud-based solutions are viewed increasingly more favourably over legacy, on-premises solutions. Cloud-based Workforce Management (WFM) systems are more flexible, scalable and manageable as they can be deployed more quickly and they allow Contact Centre managers to combine complex blends of in-house, offshore and remote workforces. Contact Centre businesses should also consider working with Workforce Management solutions that have specific expertise in their sector – this will streamline the initial deployment process and maximise solution utilisation. An option that focuses on Agent retention is also essential, and you should also look for a solution that can easily integrate with your other Contact Centre solutions such as your omnichannel platform, ticketing system and Customer Relationship Management (CRM) system.

Spreadsheets provide a quick-fix for Workforce Management, but they are unwieldy and unsustainable. Most of all, they are extremely prone to human error – either in the formulation or data input. Spreadsheets can, however, often provide a good prototype to illustrate what the Contact Centre business requires. This can rapidly speed up the transference for Contact Centres who switch to a robust cloud-based Workforce Management (WFM) solution. A WFM provider that understands your business and sector can take your spreadsheet data and migrate to a custom solution with little or no impact on your day to day operations.