🏦 New customer story: Crédit Agricole CMDS moves to predictive scheduling with m-work Planner. Read the story →

Call center scheduling software that starts with your volumes

m-work forecasts your contact volumes, calculates the agents you need and builds the schedule that delivers it. Purpose-built for call centers, not adapted from shift planning.

Talk to sales

Suggestions d'optimisation de staffing intelligentes.

Scheduling your supervisors can actually run

Agents see their schedule and set their preferences. Supervisors build the rotations and time slots the job needs, and the rules that keep assignments fair are applied automatically rather than negotiated every week.

Access to the schedule directly for the collaborator in order to edit his preferences

Creation of rotations and time slots according to your jobs and needs

Integration of customizable rules and rollovers to ensure fairness

Assignment of employees to positions based on coverage and differences observed

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Optimisation de staffing en fonction de flux

All your data in a single tool

m-work connects to your contact center platform, your HR system and your calendars. Absences, contracts and skills flow in once and stay current, so the schedule reflects who is actually available.

Systematic retrieval and updating of your data to anticipate the coverage of your workforce

Automatic reports of absences and training

Synchronization with the directory to synchronize teams and contracts

Teams, Outlook & Google Calendar Synchronization

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From forecast to schedule, without the gap

m-work calculates how many agents you need, channel by channel and slot by slot, then builds the schedule that delivers it. Two steps most tools leave to you.

Import of external indicators (flow of visitors, calls, turnover...)

Management of your needs by time slot, position, skill

Coverage visualization and variance alerts

Smart optimization suggestions taking into account everyone's preferences

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Gérez l'équité avec m-work pour votre centre d'appels

Support from setup to adoption

The m-work teams support you throughout the deployment of the tool, to guarantee the adoption and satisfaction of all

Assistance in setting up

Autonomy in the management of your environment

Internal communication supports

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“Today for our teams, the question is how to assign each person's missions to deal with our customer flows. In m-work, the manager can organize himself by having at his disposal a flow prediction (telephone for example). m-work is perfectly adapted to this more complex request by integrating our flows, and by giving indications of the target organization according to rules of fairness, and taking into account the skills of each. I thought it was impossible and I thank m-work and the whole team.”

Nicolas Bontemps

Human Resources Director

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No double entries thanks to integrations

With more than 50 integrations across your everyday tools, m-work removes double entry and keeps your data reliable.

FAQs

What types of call centers can use it?

Our software is designed to meet the needs of call centers of all sizes and industries, whether it's customer support, sales, or complex operations.

How does m-work integrate with call center operations tools?

m-work integrates with leading call center and customer service tools such as Salesforce, Genesys, Zendesk, Odigo, and Verint. These integrations ensure that employees scheduled are aligned with actual workflows and business priorities.

Can m-work be used for long-term capacity planning?

Yes. Beyond daily scheduling, m-work also supports long-term capacity planning. Managers can simulate future growth, seasonal peaks, or changes in service levels to anticipate future staffing needs.

Is it possible to manage shift swaps between employees?

Absolutely. m-work includes features that allow employees to request or accept shift swaps directly. This flexibility helps improve employee satisfaction without compromising on service levels.

How does m-work handle different skill sets in call center operations?

Each agent has specific skills (sales, support, claims, etc.). m-work takes into account these skill sets when building center schedules, ensuring the right employee is scheduled for the right task.

What is workforce management (WFM) in a call center?

Workforce management (WFM) in a call center consists in forecasting the activity, planning the number of agents needed and create optimized schedules to meet service levels. m-work offers a intelligent workforce management software that automates these tasks and adapts in real time.

Is it possible to integrate m-work with my existing software?

Absolutely! Our software integrates with all your business tools, in particular HRIS, for smooth and seamless management.

In addition, m-work has an OpenAPI to integrate with third-party applications, and thus ensure that you do not have to double-enter.

Is it possible to interface m-work with third party applications?

Yes, we offer seamless integration with various third-party applications to enhance the efficiency of your HR and operational processes. By integrating m-work with your existing HRIS software, such as payroll or time management systems, we ensure that remote days data is automatically synced to avoid duplication and align all tools with a single source of truth.

Additionally, m-work connects with collaboration tools you already use, like Microsoft Teams, Google Workspace, and other popular platforms. This compatibility not only streamlines your workflows but also centralizes information for easier access and management. Whether it’s updating time-off schedules or managing remote workdays, the software helps you plan smarter.

If you’re interested in exploring specific integrations, our team is happy to guide you. Contact us for a personalized consultation to maximize the potential of remote workforce management in your organization.

Can m-work scheduling software use historical data?

Yes. m-work automatically collects and analyzes historical call center data as well as real-time flows. This allows the system to create more accurate forecasts and improve long-term planning.

Can the application be used in multiple languages?

Yes, each user can choose their working language (interface and notifications), facilitating international deployment.