CommunityWFM is a cloud-based workforce management solution designed to enhance collaboration among WFM analysts, supervisors, and agents, thereby improving forecasting and scheduling processes. Tailored for contact centers across various industries—including government agencies, healthcare, insurance, financial services, retail, and technology—CommunityWFM offers two distinct products: Enterprise for large contact centers and Essentials for small to midsize operations.
Key Features and Functionality:
- Sophisticated Forecasting and Scheduling: Accurately predict workload and create efficient schedules to meet service level agreements.
- Real-Time Adherence Tracking: Monitor agent compliance with schedules in real-time to ensure operational efficiency.
- Intraday Management Capabilities: Adjust staffing dynamically throughout the day to respond to changing demands.
- Automated Attendance and Time-Off Solutions: Streamline the management of agent attendance and time-off requests through automation.
- Multi-Channel Communication: Facilitate seamless communication among agents, supervisors, and WFM professionals via integrated channels.
- Comprehensive Reporting and Analysis: Generate detailed reports to analyze performance metrics and inform strategic decisions.
- Mobile Workforce Management App : Enable agents to view schedules, request time off, and receive notifications on the go.
Primary Value and Problem Solved:
CommunityWFM addresses the complexities of contact center operations by automating and optimizing workforce management tasks. By enhancing collaboration and communication among all stakeholders, it ensures that staffing levels are accurately aligned with demand, leading to improved service levels, reduced labor costs, and increased agent engagement. The solution's emphasis on automation and real-time management empowers organizations to respond swiftly to operational changes, thereby maintaining high levels of customer satisfaction and operational efficiency.
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CommunityWFMDiscussions
CommunityWFM CommunityProduct Description
CommunityWFM is a cloud-based workforce management solution designed to enhance collaboration among WFM analysts, supervisors, and agents, thereby improving forecasting and scheduling processes. Tailored for contact centers across various industries—including government agencies, healthcare, insurance, financial services, retail, and technology—CommunityWFM offers two distinct products: Enterprise for large contact centers and Essentials for small to midsize operations.
Key Features and Functionality:
- Sophisticated Forecasting and Scheduling: Accurately predict workload and create efficient schedules to meet service level agreements.
- Real-Time Adherence Tracking: Monitor agent compliance with schedules in real-time to ensure operational efficiency.
- Intraday Management Capabilities: Adjust staffing dynamically throughout the day to respond to changing demands.
- Automated Attendance and Time-Off Solutions: Streamline the management of agent attendance and time-off requests through automation.
- Multi-Channel Communication: Facilitate seamless communication among agents, supervisors, and WFM professionals via integrated channels.
- Comprehensive Reporting and Analysis: Generate detailed reports to analyze performance metrics and inform strategic decisions.
- Mobile Workforce Management App : Enable agents to view schedules, request time off, and receive notifications on the go.
Primary Value and Problem Solved:
CommunityWFM addresses the complexities of contact center operations by automating and optimizing workforce management tasks. By enhancing collaboration and communication among all stakeholders, it ensures that staffing levels are accurately aligned with demand, leading to improved service levels, reduced labor costs, and increased agent engagement. The solution's emphasis on automation and real-time management empowers organizations to respond swiftly to operational changes, thereby maintaining high levels of customer satisfaction and operational efficiency.
