CommunityWFM has streamlined the call center intraday workforce management process with Automated Schedule Adjustment Plans (ASAP). Now, rather than managing contact center scheduling on a single, ad-hoc basis, supervisors can efficiently flex the schedules of their entire agent WFM intraday workforce and deliver messages on six distinct notification channels with just a few entries.
Agents can receive offers for overtime (when unexpected spikes in contact volume occur) or under-time and accept or decline those offers on any one, combination of or all of your notification channels of choice. Accepted offers will automatically update the schedules and ASAP will automatically notify the agents again on those same channels.
The one-of-a kind, imbedded communication framework within CommunityWFM will transform your contact center team into an agile workforce, increasing your ability to sustain a consistent level of customer service. When a schedule adjustment has been made, CommunityWFM will instantly notify all impacted agents through preferred channels. Plus, the communication framework improves agent performance by enabling agents to accept overtime offers and submit time-off requests for approval.
CommunityWFM's intraday management stands out because of how the solution can enable contact centers to quickly modify staffing. As contact volume fluctuates, intraday changes can be made quickly to help with maintaining efficiency levels while still keeping costs top of mind.
There are three ways in particular that the CommunityWFM intraday management solution works to improve contact center productivity.
Getting intraday management right is about staffing and up and down as needed without the delays and hassle. CommunityWFM understands this and provides one of the best intraday management call center / contact center products in the industry.
Simply put, CommunityWFM streamlines intraday management by enabling your contact center to make fast and smart decisions. See below for a few examples.
Making fast decisions is great, but you also need to make decisions that matter. CommunityWFM intraday management allows a contact center to factor in both components into any decision making process related to staffing.
Definitely. Notifications within CommunityWFM intraday management enable a WFM analyst to execute a simultaneous response strategy across multiple channels to improve customer satisfaction.
Whether its an intraday automation email, a text message, or a ping through Microsoft Teams, it's easy to start a bi-directional conversation with one or multiple agents directly from CommunityWFM. Best of all, these messages can have clear action items to encourage quick responses from agents.
Very few workforce management companies have a mobile app experience that they fully leverage and is aligned directly with their core software solution. The Community Everywhere mobile app adds another layer to intraday planning by making agents available from anywhere and at any time.
Whether an agent is on the clock or at home, they can see what's happening in their contact center through the app. From shift availability to announcements and everything in between, Community Everywhere is critical to executing successful intraday management strategies.
