Overviews of some of the features of CommunityWFM.
Forecasting
Building an accurate forecast for your contact center was once a time-consuming process. CommunityWFM provides a modern approach to forecasting that improves accuracy while still taking into account your fluctuating contact volume.
In this infosheet, you'll learn:
- About the different features considered when building a forecast
- What steps are utilized to create an accurate forecast
- About the different ways CommunityWFM helps with saving time
- What a forecast looks like including key metrics
- How forecasting can be utilized to meet service levels
Scheduling
Bouncing between software, spreadsheets, email, and other channels is a chaotic and stressful way to staff up a contact center. CommunityWFM provides an industry leading approach to scheduling with unique solutions that significantly improve the scheduling process.
In this infosheet, you'll learn:
- How to start the scheduling process the right way
- About the different options available for creating schedules
- That schedule bidding doesn't need to be complex
- About the unique scheduling options found in CommunityWFM
- How streamlined scheduling can improve SLAs
Intraday Management
A day within a contact center rarely goes exactly as planned. Agents call in sick and run late. It's up to the WFM analyst to make changes on the fly to ensure a contact center keeps productivity high. CommunityWFM assists WFM analysts with modern intraday management solutions so they can make the right changes quickly.
In this infosheet, you'll learn:
- About automated intraday management capabilities
- The different ways intraday management works
- About the automated schedule adjustment plan (ASAP) solution
- How notifications can help with intraday responsiveness
- The value of a mobile app for staffing up and down quickly
Time Off Management
Managing time off within a contact center can cause headaches and result in upset agents. It's why you need a modern approach to time off management. CommunityWFM provides an automated end-to-end time off management software solution to streamline requests and improve agent morale.
In this infosheet, you'll learn:
- How time off relates to workforce management
- Why time off management is different with CommunityWFM
- How to integrate WFM time off with your HR system
- Ways to simplify your time off bidding process
- About the time off options available to agents
Adherence
Contact centers need a solution to keep an eye on the productivity of each agent without being intrusive. CommunityWFM provides sophisticated agent adherence features to improve the relationship with agents while still keeping an eye on performance.
In this infosheet, you'll learn:
- About the different ways to monitor agent adherence
- How adherence can be manually adjusted as needed
- About unique functionality that improve information transparency
- How alerts can be leveraged to share information
- The capabilities of a mobile WFM app to improve adherence
Agent Portal
Attempting to manually manage contact center agent requests can get old fast and results in a major productivity loss for your WFM analysts. As a result, more contact centers are turning to a modern agent portal to improve communication and empower agents to have more say over when and how they work.
In this infosheet, you'll learn:
- How each agent can customize their own portal experience
- About the different ways agents can interact with shifts
- How agents can easily keep an eye on their own adherence
- The different and automated ways agents can request time off
- About the powerful bidding engine for shifts and time off