What is workforce management software? While you may be just learning about CommunityWFM, it has been changing the way contact centers view workforce management (WFM) software and agent performance since 2005. Our technology is widely installed across an array of industries to improve many operational efficiency areas including agent scheduling and agent availability. Easy to use and with sensical deployments, the mature and innovative contact center WFM tools found in CommunityWFM appeal to the most seasoned and biased users of legacy workforce management solutions.
One area of uniqueness found within the CommunityWFM solution is that it was designed from its inception to also provide a unifying communications platform for directly improving agent performance. Our solution enables your entire team, including contact center managers, schedulers, supervisors, and agents to communicate regarding your workforce management strategy in a way that has never previously been available to the users of WFM tools. All of this streamlined communication enables your contact center to further improve its customer satisfaction ratings and scores.
Agent portals, available from within our software and the Community Everywhere mobile WFM app, unify your workforce as actions by contact center supervisors, agents, and schedulers trigger instant notifications. All of this happens through a sophisticated two-way communications framework. Now, regardless of the location of your workforce, everyone is connected through your contact center workforce management solution. This solution enables business, many for the first time ever, to connect with and flex their entire agent workforce within minutes. It's ideal for responding to the unique fluctuations of customer interactions and demand.
Whether you're looking to improve the performance of contact center agents or increase productivity, workforce management software is designed to help contact centers operate more efficiently. Leveraging historical data to make better decisions, CommunityWFM begins the process by accurately assessing staffing needs by forecasting the volume of customer interactions.
From there, at a surface level, CommunityWFM empowers contact center in the following ways...
Selecting the right WFM solution is still a problem for many contact centers and there are many workforce management systems on the market today. Some vendors have a product built for larger contact centers (with the high price tag to match) while others start their prices at low rates but nickel and dime customers after the contract has been signed. However, choosing the ideal solution for your needs doesn't have to be a complex or confusing process. Contact centers around the world rely on CommunityWFM as a cost conscious technology choice to improve agent performance and increase customer satisfaction.
The next section will get you on your way the broader tour of the CommunityWFM product.
To sum it all up, your business could save thousands or even hundreds of thousands of dollars with the right WFM software tools. By leveraging a modern and simplified approach to workforce management, you improve not only your bottom line of your business but also the morale and happiness of your supervisors, agents, and the greater team. A solution like CommunityWFM is the backbone of successful contact center operations. Now let's get started!
