Since the deployment of the Community workforce management tool, our Customer Service department has seen an impressive reduction in overtime costs, as the tool enables us to accurately schedule staff according to actual need. Breaks and lunches are scheduled automatically by the tool, ensuring that staffing is maximized at all times. We have found that since implementation in 2005, our scheduling accuracy has been consistently within 1% of forecast. As budgetary accuracy is critical in any business, we have total confidence in Community to provide us with appropriate scheduling to meet the demand of a fast growing company.
Wade Clark
Customer Service Director
Workforce Manamement Software for the Contact Center and Back Office
WFMSG Advantage
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Solution Advantage
Innovation drives everything we do. Learn about the Community Solution Advantage
Service Advantage
Customer Service is about more than just answering calls in a timely fashion, learn about the Services Advantage
Community – Intelligent, Mobile WFM
Notification Channels enables cross platform interaction
Community WFM enables your scheduling team to instantly notify your entire enterprise, a center or targeted agents on everyone’s preferred notification channels to emergencies, operational changes or any other important information. Community WFM integrates with mobile devices and enables your team to seamlessly contact agents via:
- Carrier independent mobile messaging (SMS)
- Corporate and/or personal e-mail accounts
- Desktop Pop-up notifications
- Internal Application Messaging
Tightly integrated across platforms
Automated Schedule Adjustments
Community WFM utilizes Automated Schedule Adjustment Plans or (ASAP) to enable your scheduling team to make fully automated schedule changes to hundreds of schedules in just a few clicks.
ASAP’s intuitive interface enables users to:
- Target the schedules you want to edit by agent, skill, time, date or combinations of these characteristics
- Select an ASAP strategy, such as delete, modify, replace, lengthen, shorten or even add a shift
- Notify agents of available strategies on single or multiple opt in notification channels such as Text, or Personal email
- Optionally allow agents to “Opt-in” to the event, or Opt-in within limits (i.e. no more then 10 slots available)
- Execute the strategy, updating schedules and notify agents with a schedule change confirmation
- Store commonly used strategies, drag and drop on a calendar
"Community is used to accurately forecast our Customer Service inbound call center, giving us the ability to schedule enough staff to maintain a service level greater than 90%. The overall variance was 2.15% in 2010 and -0.44% in 2011," Darlene S, Workforce Analyst
"WFMSG is easily one of our favorite vendor partners - Community is a great product, they provide wonderful service, all at the right price and they listen." - Tim Montgomery, President , CSG - Culture, Service, Growth
"Thanks for your hard work and dedication to the Community product and your customers. You guys rock!" - Sherry S, Telecom Manager, Hagerty Insurance
"Community has made our scheduling process easy and efficient. The services, training and support that have been provided by WFMSG are first rate." - Tom H. Rochester Gas & Electric Corp.
“Deploying Community enabled Red Canoe Credit Union to increase agent adherence by 20 %. We absorbed a 10 % staff reduction without a decrease in service levels as a direct result! We cannot imagine our center without it.’ Cindy C. - Call Center Manager.