CommunityWFM seamlessly integrates three levels of schedule adherence reporting for supervisors, schedulers, and agents. Instantly view real-time alerts, monitor daily or weekly performance, and access historic adherence reports.
Adherence reporting tools and agent event reminders within the software are also powerful drivers of ROI. CommunityWFM users routinely observe 10, 20, or even 30% increases in captured productive hours when it comes to tracking schedule adherence. This means that contact centers who invest in CommunityWFM experience returns on their investment usually within 2-3 months of full deployment. This ROI can extend even further as a contact center continues to improve schedule adherence strategies.
Are you still asking yourself "what is schedule adherence and why does it matter to my business"? The answer is simple - it's one of the most effective ways to reduce workforce costs, boost service quality, and improve overall productivity.
*Estimates derived from CommunityWFM ROI models and existing client performance.
The robust interface of CommunityWFM merges the adherence rate and performance alongside daily schedules for intraday schedule management. Access real-time adherence alerts detailing contact center performance metrics by team or at the agent level.
Improve agent efficiency and meet adherence goals by keeping everyone informed of their contact center schedule adherence status throughout the day. CommunityWFM keeps agents up to date on their schedule adherence percentage and other individual metrics by presenting real-time reports in the Agent Portal and within the mobile application.
When it comes to improving schedule adherence, CommunityWFM understands that there are specific metrics which are critical to the success of your contact center. We enable not only the close monitoring of these metrics but also the ability to see agent performance at a broader scale to help with the end goal of improving customer satisfaction.
There are three areas of the CommunityWFM adherence solution that stand out and make agent monitoring more actionable.
Built by experienced workforce management experts, CommunityWFM is what contact center leadership needs to manage agents efficiently to help with improving the customer experience. It's a contact center schedule adherence solution that checks all the boxes.
Managing in a contact center is a delicate balance. You want to improve schedule adherence to keep agents productive while still ensuring they are happy and understand why a contact center needs to make certain decisions. A modern solution helps improve adherence with the following features and functionality.
The CommunityWFM contact center schedule adherence solution lets multiple roles – including agents themselves – know exactly what is happening in regards to their schedule adherence goals at any time and stores the information to help with making better decisions in the future.
One of the primary reasons why CommunityWFM is a leader in the workforce management software industry is how the product can seamlessly report on agent performance. Putting together a schedule is one task, but having modern day adherence calculated to complement shifts in real time is a game changer.
Within CommunityWFM, optimizing schedule adherence through reports means understanding exactly when and why agents were out and team monitoring lets you see the status of everyone in day/week/month views. It’s also possible to quickly toggle event types (such as direct adherence scheduled) and monitor device states all from the same adherence reporting dashboard.
Together all of this provides immediate and actionable data in real time to a contact center and, best of all, the adherence data is also available to both agents and supervisors on the go through the Community Everywhere mobile app.
Yes, real-time adherence alerts are provided within CommunityWFM as the software will constantly calculate schedule adherence throughout the day. Once configured, these alerts can be very important to improving adherence and customer service levels.
The purpose of these alerts is to indicate a change in the work status of an agent. An alert can be created and configured to work at both single and multiple locations. Each alert can also be given its own refresh time based on system configurations. Setting up alerts like this help with seeing how closely agents stick to the schedule they are assigned.
Lastly, alerts can be customized so that only certain violations, such as being out of schedule adherence for an extended period, will cause an alert to trigger. As can probably be deduced, adherence alerts in CommunityWFM are highly customizable to meet the unique needs of any contact center. Utilizing these alerts is a great way to improve operational efficiency.
