Surfboard

Surfboard helps customer support and contact-center managers match staffing to customer demand and organize work across channels. It uses historical support data to forecast incoming requests and estimate how many agents are needed, with adjustments available for expected changes in demand. Managers can use those forecasts to plan capacity, build shifts, and schedule daily activities such as customer support, training, and admin work. The platform also provides schedule and activity views for agents, plus reporting on adherence, time spent on tasks, and team performance. By bringing information from connected support systems into a shared view, Surfboard helps teams spot coverage gaps, respond to changing workloads, and review how effectively schedules meet service needs. It is designed for support teams that need more structured workforce planning than spreadsheets and want to coordinate staffing across multiple support channels.

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