Large companies face a wide array of unique challenges with their workforce. You've got a big team with different sites and a lot of variables that are changing on an hourly basis. Simply put, with so many agents you're looking for technology to streamline and automate time consuming tasks. You want enterprise workforce management software that can help you get hours back in your day, not take them away.
The CommunityWFM Enterprise solution was created by industry experts with a core focus to help boost productivity and control costs. Founded in 2005 with a specific vision to make the day-to-day job of a WFM professional easier, the software has over a decade of carefully crafted and refined features. From shift bidding to intraday management and everything in between, CommunityWFM Enterprise is leveraged by thousands of users daily and is one of the most complete solutions in the industry.
One of the unique challenges WFM professionals face is making different schedule changes in real-time. What should you do when an agent has to go home sick? What if inclement weather is creating agent attendance issues?
CommunityWFM Enterprise was built with a core focus on managing the ups and downs of workforce needs throughout the day.
For these challenges, leveraging previously created Automated Schedule Adjustment Plans (ASAP) means you already have a strategy in place. Don't start from scratch every time a day starts to go sideways. Instead, leverage your past experiences to quickly implement a proven plan that works.
You also shouldn't need to keep track of attendance manually. ASAM (Automated Schedule Attendance Monitor) is ideal for streamlining the agent attendance process so you can focus on other tasks.
CommunityWFM Enterprise provides a one-of-a-kind solution that enables analysts to create, save and re-use an unlimited number of customizable strategies. This on-demand feature is a game changer that allows analysts to increase, decrease or refine staffing levels, virtually eliminating time-consuming schedule modification processes.
ASAM provides an automated and streamlined approach to track agent arrival and attendance. The Attendance Monitor allows supervisors to view agents as they arrive by specific time intervals, and the Arrival Detail Console provides a dashboard of an agent’s status for managing exceptions.
These unique solutions weren't created overnight and many WFM professionals that leverage CommunityWFM wonder how they lived without them. There is a lot going on with these technologies, and we've found a short demo that is customized to your specific needs is usually the best strategy to learn more about these solutions.
Workforce management professionals have a lot of responsibility. Efficient time management is critical to a productive day.
CommunityWFM Enterprise has been designed from the ground up with a focus on reducing clicks and time spent finding the exact information you need. Jumping from forecasting to reporting to scheduling is a process that takes seconds, not minutes.
Whether through the feature tiles or drop down menu, getting where you need to go is quick and straightforward. In addition, breadcrumb navigations are present throughout the software directly below the main navigation. This subtle addition makes it easy to move up one or several steps so there's no need to repeat processes.
The agent tech stack for communication is getting complex. Of course there's email, but now there is instant messaging, texting, and additional ways companies communicate to get the job done. While so many options can be great for collaboration, they can also cause confusion.
CommunityWFM Enterprise is more than just a forecasting and scheduling tool. It also powers communication and collaboration to create stronger work relationships. After all, it's all about creating a Community.
Send an ad-hoc message or notification to a group of agents or supervisors. Or ask agents directly for opt-in shift adjustments. Or let the team know about upcoming scheduled events. It's a full communication network built directly within a WFM infrastructure.
Stop jumping between systems to communicate. There's a better way.
The agent portal in CommunityWFM Enterprise is the agent's personal browser-based scheduling and communication hub.
Make life easier for everyone. Here your agents have access to the following:
For WFM professionals, data is everything. Having access to critical data is the key to making quick decisions that move the needle.
CommunityWFM Enterprise understands the importance of key information and provides a variety of tools to access, report, and share your data:
Teaching new customers is paramount to a great software company. All CommunityWFM Enterprise customers go through our extensive Steps-to-Success™ onboarding experience. Led only by former WFM professionals, our team of onboarding consultants will deliver several collaborative sessions to get you up and running and help you optimize your workforce management system.
Stop managing schedules and put the power in the hands of your agents for an experience you'll both prefer. CommunityWFM Enterprise provides a fully automated end-to-end approach for schedule bidding.
Schedules are then automatically created and assigned to agents. There's no longer a need to send out or post a schedule each week, every agent will receive an individual notification on which schedule bid they won. Increase agent satisfaction and save time!
CommunityWFM Enterprise brings a cloud architecture to its customers to enable collaboration between multiple locations. Manage your global workforce from one source and stay connected with the greater team. No more jumping between systems to configure or get the information you need for each location, Everything you need is in one place.
Getting actionable information is essential to WFM success. With our ability to pull in data from multiple active call distribution (ACD) sources at the same time, you'll always have the right information at your fingertips to monitor agents in real-time and create the best forecasts and schedules possible.
The days of playing phone tag with agents is over.
The CommunityWFM mobile app, called Community Everywhere, is a powerful solution for both agents and supervisors.
On-the-go agents are able to:
• View their schedules and attendance history
• Receive notifications and accept or decline offers for over/under time
• Notify supervisors of tardiness
• Take unplanned time off
It's workforce management for the mobile generation and available to all users of the software.