SOURCE: Shiftboard


July 08, 2010 09:00 ET

Shiftboard Introduces Scheduling Solution to Address Evolving Needs of Global Call Center Industry

The Approximate Wait Time for the Only Cost-Effective Scheduling Software Is Zero Minutes

SEATTLE, WA--(Marketwire - July 8, 2010) - Shiftboard, Inc., the leading provider of online and mobile scheduling software, today introduced a new scheduling solution designed to meet the dynamic needs of the call center industry. The solution incorporates key features of Shiftboard's scheduling software, such as self-service scheduling, to provide call centers with 24x7 coverage to meet call demand across multiple continents.

Staffing is the single largest cost factor for today's call centers, making scheduling a critical foundation for successful business operations. However, filling hundreds or thousands of positions presents a challenge as call centers are quickly becoming distributed over large geographic areas. With improvements in telecommunication options, many call centers are moving from massive, single-site settings to smaller, distributed locations. Many call centers are even hiring virtual call agents that work from their homes around the world. As the industry becomes further decentralized, efficient scheduling processes and 24x7 communication will become even more critical.

Shiftboard Call Center Solution

Shiftboard's call center solution was designed to help call centers control costs while delivering high quality service. The solution provides around the clock access to real-time data from any web browser, allowing managers to view and manage thousands of schedules, and quickly fill shifts as call volume fluctuates. Shiftboard also offers self-scheduling based on agent specific skills and training, enabling shifts to quickly be filled when extra capacity is needed on short notice.

Using Shiftboard, call center managers can view schedules in a 24-hour schedule layout across one or multiple call centers. The solution integrates break-time and a constraint-based break time shuffling capabilities, allowing call center managers to more accurately schedule coverage and assure no call goes unanswered.

Call Center Managers using Shiftboard can:

  • View an up to date, 24-hour schedule that accounts for break times
  • Assess operational efficiency for current call volume
  • Adjust staffing in real time to maintain service level
  • Communicate with hundreds to thousands of staff, regardless of location

Call Center Agents using Shiftboard can:

  • Access, manage, trade, and update their schedules from any location, at any time
  • Receive notifications of open shifts or need for additional agents in real time
  • Self-schedule based on specific skills and training
  • Pick up an open shift in real time

"Shiftboard's call center scheduling solution was built to meet the needs of an industry that has undergone a significant transformation in the last decade," said Bryan Lhuillier, chief product and technology officer at Shiftboard. "With their highly distributed global workforces, today's call centers can no longer tolerate the rigid and costly scheduling software of years past. With this announcement, Shiftboard has introduced a highly scalable, cost-effective solution that meets the needs of single location and globally distributed call centers."

Shiftboard for call centers is available now, through a subscription basis starting at $79 a month. For more information on Shiftboard's online or mobile scheduling software, please visit

About Shiftboard
Shiftboard, Inc., the leading provider of online and mobile scheduling software, is the solution of choice for companies with flexible work-time or flexible workforce requirements. Founded in 2002, Shiftboard is used by organizations ranging from 25-10,000 people. With Shiftboard, companies can create a flexible scheduling process, fill more shifts, manage fewer questions, and significantly decrease the amount of time spent on scheduling. Shiftboard's self-service solution is accessible via any Web browser or the Shiftboard iPhone app, and allows managers and employees to schedule, view, accept and trade shifts in real time. Shiftboard works with organizations in a variety of industries including call centers, event management, healthcare, and security services. For more information, please visit

Contact Information

  • Contact:
    Karli Overmier
    Barokas PR for Shiftboard
    Email Contact