The wizard-based contact center forecasting software by CommunityWFM intuitively walks users through the processes that capture efficiency and control costs. Users can run very advanced "what-if" analysis by varying demand, service level and overhead values to accurately forecast staffing levels within their workforce management solution. Step-by-step, administrators build a working forecast model derived from historic contact volume and handle time, service objectives, and shrinkage percentages. They can then routinely produce an unlimited number of optimized schedules against any of an unlimited number of forecasts or staff plans by utilizing our contact center forecasting tools.
CommunityWFM users have access to six different modeling engines from within their contact center forecasting solution. They can use historical data and even data from outside of the workforce management software application to precisely dimension demand into the contact center and its arrival pattern. Scenarios can be run in minutes through versus manually intensive Microsoft Excel based calculations or model events that legacy workforce management software solutions are not equipped to manage and have a significant impact on properly addressing staffing needs.
CommunityWFM uses both a standard Erlang C staffing calculation and a proprietary multi-skilled algorithm to produce staff plans that precisely measures and reports the efficiency gain associated with your multi-skilled population based upon the actual skills of your agents as stored in your workforce management technology. This type of modeling brings a whole new level of sophistication to “what-if” analysis and improves your contact center workforce management solution from the ground up.
The biggest thing that makes the forecasting in CommunityWFM unique is the ability to quickly make highly accurate forecasts to meet your ever fluctuating contact center demand. This is accomplished by taking a three pronged approach to workforce management…
Through utilizing multiple data sources and forecast models in minutes instead of hours, CommunityWFM simplifies the process of building the right forecast for your contact center so you can schedule the right agents and improve your customer satisfaction. The way the product handles forecasting is a significant upgrade over traditional call center workforce management solutions.
Like many areas of CommunityWFM you can tell it was built by professionals who have lived in and understand the contact center. Below are a few of the more common ways forecasting is used everyday by companies to save time and money.
Forecasting within CommunityWFM was created with boosting the efficiency of the workforce engagement management team as a top of mind priority. We know that good forecast leads to a great schedule... which in turn creates excellent and timely customer interactions that boost your customer satisfaction scores.
Yes. CommunityWFM has native integrations with many of the top automatic call distribution (ACD) systems in the industry. It also has a dedicated team of workforce management software specialists that can help to configure with your ACD system to ensure data flows smoothly between our system and your technology.
When it comes to data transfers, contact volume balances can be shared between an ACD system and CommunityWFM in real-time. Commonly shared metrics include contact volume, average handle time, staffing requirements, and shrinkage information. Excel information uploads are also supported to assist with the process of forecasting and scheduling staff.
To start, CommunityWFM forecasting helps with meeting service levels by being a sole repository of workforce management forecasting information. Many forecasting data sources are easily configurable and selected by the end user to help with your staffing needs. The product also enables a contact center to seamlessly combine information within the solution alongside spreadsheet data through a straightforward import process. All of this together improves your workforce planning experience.
Getting into the exact features that help with meeting service levels, a contact center can leverage CommunityWFM to quickly create several forecasts for the same date range and choose the one that best meets their needs. From here, forecasting within CommunityWFM supports both time of day and day of week service objectives to ensure levels are consistently met.
