Forecast demand and staffing
Build a staffing baseline from demand instead of daily averages or spreadsheet assumptions.
Explore forecasting →Contact Centers and BPO
Contact center workforce management without enterprise WFO complexity.
Forecast demand, calculate staffing, build agent schedules, and adjust intraday coverage in one practical workflow for contact centers and BPO teams.
Start Free TrialChallenges we solve
Demand changes by interval, not by week
A weekly headcount target can hide an understaffed half hour. Soon helps planners turn queue and channel demand into clearer coverage decisions throughout the day.
Shrinkage erodes available capacity
Breaks, coaching, meetings, leave, training, and absence all reduce staffed time. Soon keeps those activities visible alongside required and scheduled coverage.
Channels and client queues need different coverage
Voice, chat, email, back-office work, and BPO client queues have different demand patterns. Soon helps teams plan each stream without losing the wider staffing view.
The published plan changes after opening
When handle time, absence, or demand moves away from forecast, managers need to rebalance work quickly instead of rebuilding the day in spreadsheets and chat threads.
Run the contact center WFM loop in one place
1
Forecast demand by queue, channel, or team
Use historical demand, seasonality, events, and operational knowledge to estimate the workload each interval is likely to bring.
2
Convert demand into staffing requirements
Apply service level, handle time, occupancy, and shrinkage assumptions to see how many people the operation needs, and when.
3
Build workable agent schedules
Turn interval requirements into shifts, breaks, activities, leave, and assignments while keeping availability and staffing rules visible.
4
Respond when the day departs from plan
Compare required and scheduled coverage, move activities, and coordinate changes when volume, absence, or handling time shifts.
Know exactly where Soon fits in contact center WFO
1
Forecasting and staffing
Model future workload and translate it into interval-level staffing requirements for voice, chat, email, and other workstreams.
2
Scheduling and shrinkage
Create shifts and activities around availability, leave, breaks, training, meetings, and other sources of planned shrinkage.
3
Intraday planning and control
Keep the daily plan visible and make practical staffing or activity changes when actual conditions move away from forecast.
4
A focused WFM layer in your stack
Soon works alongside your contact routing, quality management, recording, analytics, and coaching tools instead of pretending to replace the whole contact center platform.
From forecast to live operations
See the contact center planning loop in Soon
Forecast interval demand and staffing requirements, then keep scheduled coverage and activities visible as the day changes.
Manage intraday coverage
Coordinate activity and staffing changes when actual demand no longer matches the plan.
Explore intraday management →Plan the operation, not just the rota
Continue with practical guides, calculators, and workforce concepts for contact centers and bpo teams.
Guide
Contact center workforce optimization
Understand how WFO, WFM, quality, coaching, analytics, and agent engagement fit together.
Calculator
Call center staffing calculator
Estimate required agents from call volume, handle time, and a service-level target using Erlang C.
Glossary
Call center staffing
Connect workload, occupancy, shrinkage, skill coverage, and scheduled headcount.
Glossary
Shrinkage
See why paid headcount and available queue capacity are not the same thing.
Product
Workforce forecasting
Forecast demand and turn it into staffing requirements at the interval your operation needs.
Product
Intraday management
Coordinate live schedule and activity changes when actual demand no longer matches the forecast.
Customer stories
“We have moved from a reactive operation to proactive service planning and scheduling.”
Robert Hodgkins
Continuous Improvement Specialist, UK & Ireland
“Soon drastically reduced the time spent on our planning process. The shift leaders are in total control, the team members appreciate the ease of use, and management loves the improved collaboration and statistics at hand to drive the business.”
Floris Wakka
Team Leader Service, Knab
“Soon enabled us to change the way we manage shifts at our customer service departments. This gave us more freedom and satisfaction with the schedules.”
Rick de Baat
Team Leader Beleggingsservice Sales, Robeco
Frequently asked questions
What is contact center workforce management software?
Contact center workforce management software helps teams forecast workload, calculate staffing requirements, build schedules, account for shrinkage, and adjust coverage when actual demand differs from plan.
What is the difference between contact center WFM and WFO?
WFM focuses on forecasting, staffing, scheduling, adherence, and intraday control. WFO is broader and usually combines WFM with quality management, performance coaching, interaction analytics, and agent engagement.
Is Soon a complete contact center or WFO platform?
No. Soon provides the workforce planning layer: forecasting, staffing requirements, scheduling, activities, leave, and intraday changes. It works alongside contact routing, recording, quality management, analytics, and coaching tools.
Can Soon support BPO teams with multiple clients?
Yes. Teams can organize schedules around different groups, roles, activities, and operating windows while managers retain one view of staffing across the operation.
Can Soon schedule voice, chat, email, and back-office work?
Yes. Soon can represent different activities within the schedule so planners can coordinate channel coverage and move people between kinds of work as priorities change.
Does Soon replace an Erlang C staffing calculation?
Erlang C can provide a starting requirement for a stable inbound queue. Soon helps turn that requirement into a workable schedule that also accounts for availability, leave, shrinkage, skills, and operational changes.
Comparing contact center workforce management software?
See the tradeoffs between a focused workforce planning layer and larger enterprise WFO suites before you choose a platform.
Your next schedule could take 2 minutes.
Import your team, set your rules, hit auto-fill. Most teams are live the same day.
Try Soon free→
30 days free ยท No credit card required
Already have an account?Sign in
