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Intraday management minimizes excess and quickly improves overall team efficiency.

Experience the power and simplicity of intraday workforce management through automated schedule adjustment plans.



CommunityWFM delivers eight wizard-based strategies for flexing agent schedules through the Automated Schedule Adjustment Plans (ASAP) framework. Schedulers simply identify the parameters for their intraday management schedule adjustment strategy and CommunityWFM will identify the qualified agents, make the necessary schedule adjustments and notify all impacted agents.

 

Rapidly shift hundreds of schedules and notify agents with a few clicks.

For the first time in history, CommunityWFM has streamlined the intraday workforce management process with Automated Schedule Adjustment Plans (ASAP). Now, rather than manage schedules on a single, ad-hoc basis, supervisors can efficiently flex the schedules of their entire agent workforce and deliver messages on six distinct notification channels with just a few entries.

  • Eight wizard-based schedule adjustment strategies
  • Intelligent, parameter-based, schedule change controls
  • Bi-directional communications through your agents' preferred channels
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Quickly assess the risks and opportunities of each day, and flex your workforce with military precision in just a few minutes.

Agents can receive offers for overtime 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.

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CommunityWFM keeps your agents informed - so you don't have to.

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 enables agents to accept overtime offers and submit time-off requests for approval.

  • Automated delivery of emails and text messages
  • In-app messaging through memos, pop-ups and streaming messages
  • Bi-directional communication via the mobile application
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