Even for smaller businesses (SMBs), managing a contact center workforce can be a challenge. Hours are spent manually creating the schedule in a spreadsheet every week, only to see it change in an instant. Spreadsheets can't get the job done, and constantly having to tinker with schedules in them can impact your customer service levels. If scheduling isn't under control, this and other risk factors may impact new business or retaining your existing customers.
The CommunityWFM Essentials solution was created because of the need for a small business to manage their contact center workforce like a large organization to ensure the bottom line remains healthy. Built with many of the same industry leading features in our Enterprise solution, which companies can upgrade to with a quick license change, Essentials has everything a SMB needs for their workforce. It's a modern and efficient automated solution for managing schedules and other needs without breaking the bank.
Agent Portal and App
Communicate directly with your agents about schedule changes and performance metrics through the CommunityWFM Essentials cloud-based agent portal or mobile app. By connecting agents, supervisors, and analysts across multiple channels it means everyone is involved in the scheduling process.
Automated Data Collection
Exceeding customer expectations is only possible when you have a high performing team. Automated data collection and reporting in CommunityWFM Essentials is where the information that makes a difference is created. Track and report on shift start times, lunches, breaks, and other off-phone activities.
Easy Forecasting and Scheduling
Trying to create schedules and forecasts with multi-skill agents can be chaotic and inaccurate. It's also time consuming. Community has simplified the forecasting and scheduling process with an interactive wizard-based approach so that forecasts, schedules, and any adjustments can be made quickly.
When you're managing a workforce of any size, getting solid data to create accurate forecasts is a key step to success. Without accurate data, your forecasts have no chance to create solid schedules.
CommunityWFM powers one of the top forecasting engines in the market by pulling from multiple data sources, not just one or two. Including both external integrations and spreadsheets sources, create as many forecasts as you want to find the one you need.
Best of all, once your high accuracy forecast is finalized, WFM professionals can make realistic cost-conscious schedules in a few minutes. Fixed, floating, rotating, bidding... we've got it all!
Has Tim clocked in? When does Beth start? Is Mary still on PTO? Has Martha come back from break?
Keeping tabs on your workforce is required to keep productivity high. But how does your team monitor everyone without micromanaging?
CommunityWFM provides one of the top adherence solutions in the industry with detailed agent information in real-time and through a complete post-performance analysis.