Improve accuracy, empower your people, and deliver exceptional customer service
Boost productivity and control costs with UKG’s human capital management (HCM) and workforce management solutions, tailored for contact centers. By providing access to modern HR, pay and talent management tools, we can help you transform the employee experience and make sure your teams are prepared to go above and beyond for your customers.
Enhance time and labor management for optimized workforce operations
In today’s dynamic contact center landscape, managing a global workforce is more complex and crucial than ever. Our advanced payroll and attendance solutions go beyond scheduling to provide comprehensive operational insights. Easily calculate real-time accrual balances, manage leave, automate compliance tasks, and update schedules with time and leave activities. UKG helps enforce attendance policies while equipping managers with real-time insights and a complete view of their workforce, empowering them to address issues proactively, enhance reporting, and manage their teams more effectively. Boost efficiency with automation, actionable reporting, and seamless integration into your existing platforms, ensuring the right agents are aligned to the right tasks while maintaining compliance and meeting customer demands.
Elevate your employee experience to drive retention and performance
The key to exceptional customer service starts with your agents. In an industry facing high turnover, our all-in-one HR, payroll, leave and talent management solutions are designed to simplify the employee journey from day one. Support your teams with flexible pay options, self-service leave management, personalized career development plans, and data-driven performance insights. By prioritizing agent well-being and fostering career growth, you create a motivated workforce that stays longer and performs better. Improve retention, reduce burnout, and ensure every employee is engaged and empowered to deliver top-tier service. With our talent management tools, you’re not just retaining employees—you’re building a loyal, high-performing team committed to driving your company’s success.
Harness data to drive business results and customer satisfaction
In the fast-paced contact center industry, data is your most valuable asset and the key to unlocking greater efficiency and superior customer experiences. UKG’s integrated HR, payroll, talent, and time management platforms provide real-time dashboards and predictive analytics to optimize agent performance and identify career growth opportunities for your staff. Seamlessly connect your HR and people data to your existing call center systems to gain deeper operational and workforce insights, aligning your labor strategy with business objectives. Equip your leadership team with actionable data to make smarter, faster decisions that directly impact your bottom line. With 30 years of people insights and data, we can help you transform your workforce operations to deliver exceptional customer experiences and sustained business growth.
Want more information? Speak to one of our contact center experts today.
Related insights
See all
Product Info
UKG for Contact Centers
Learn how UKG for Contact Centers can help you transform your contact centers to deliver high-quality service, enhance engagement, and control labor costs.
The People Purpose Blog
The Transformative Impacts of Generative AI on Professional Services
In the latest on our Industry Insights series, we dive into some of the impacts of GenAI on the workplace, specifically within the professional services industry.
Featured articles
The People Purpose Blog
Unlocking AI’s Potential in HCM and Workforce Management
Advisory board member Bob Clements sheds light on why companies are hesitating to embrace AI in areas like managing people and scheduling work, even though AI is everywhere in our personal lives. A mix of not really getting how AI works, wondering if it's really worth the hype, and not having clear rules on using AI at work are holding things back. To get past these roadblocks, Bob suggests taking baby steps with AI projects, asking for advice from those in the know, and trying things out bit by bit. This way, companies can start to feel more comfortable with AI and begin to see its real value in making work life better.
The People Purpose Blog
Staffing: Optimism in the Face of Obstacles
Embracing change, the staffing industry leverages advanced workforce management and human capital management technologies to navigate evolving challenges and seize new opportunities for growth.
Frequently asked questions
Yes, our HCM and time management solutions are designed to support distributed workforces, enabling seamless management of remote and hybrid teams. Tools like UKG Talk allow your teams to stay connected no matter the location or remote status. Our people-focused and easy-to-use HCM suite, includes features such as mobile-friendly access to leave requests and pay statements, virtual training courses, and real-time performance tracking, to ensure your agents stay connected, productive, and informed no matter where they work or what team they are a part of.
High turnover is a major challenge in the contact center industry, and UKG’s HR software can help address this issue head-on. Our solutions improve employee engagement by offering a modern onboarding and recruiting experience, self-service tools for benefits, pay and training, flexible scheduling, real-time feedback and communication solutions, and career development opportunities. Features like shift-swapping and on-demand pay with UKG Wallet empower employees to better manage their time and finances, fostering financial wellness and job satisfaction.
By creating a culture of transparency and trust, UKG helps position your organization as a Great Place to Work, attracting top talent and improving retention. A positive work environment where employees feel valued and supported drives higher engagement, productivity, and loyalty, ensuring your contact center thrives.
Engaged employees are the foundation of exceptional customer service. UKG’s workforce analytics solutions provide actionable insights into agent performance, absenteeism, burnout, and employee sentiment metrics. Our platform helps you address performance concerns, optimize staffing during peak demand, identify skill gaps, and make data-driven decisions. By aligning your top talent with staffing needs, you’ll enhance operational efficiency and deliver exceptional customer experience.
Compliance is simplified with UKG’s automated payroll and time solutions. We handle critical processes like overtime tracking, minimum wage adjustments, and break management across multiple locations and jurisdictions. Real-time alerts notify managers of potential compliance risks unique to each team or job, allowing for proactive adjustments. This reduces the risk of fines, strengthens client trust, and ensures your contact center staff adheres to evolving labor law requirements.
Contact us
Learn how our solutions are purpose-built with your industry in mind. We can help you achieve a better work experience for all your people.