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WFMSG Blog

We know agent retention is important. What is your strategy?

Nov 19, 2018
Agent Retention

by: Dick Bucci, Founder and Chief Analyst of Pelorus Associates

Companies are no longer being defined by their products and services but by the way that customers experience them. As the primary point of entry for many consumer interactions, contact center agents are uniquely situated to influence customer satisfaction and customer loyalty. However, while turnover rates vary from one contact center to the next, on average contact centers experience turnover rates between 30 – 45 percent. Not only can agent turnover impact the customer experience, it’s expensive! Studies show that employee turnover costs an organization at least 25-30 percent of the benefits and salary for a vacated position.

Contact center managers are always on the lookout for new tools and practices that will help retain their best-performing agents. This is especially true today as falling unemployment levels present agents with many more employment options. Recognizing the importance of aligning customer service agent preferences with business needs WFMSG’s Community workforce management software offers a unique feature call Automated Schedule Adjustment Plans (ASAP). ASAP is designed to automate a range of common schedule and intraday management administrative tasks and works in conjunction with Community’s fully integrated communications framework.

Rather than manage schedules on an ad-hoc basis, managers can quickly execute various plan types and communicate with agents through a number of notification channels. Through this messaging feature agents are alerted to opt-in opportunities for overtime and other schedule options and can respond immediately.

WFMSG’s latest release of the Community workforce management solution deliverers a significant enhancement to the ASAP feature. Community 4.3 now includes Agent ASAP Calendar View. This allows agents to see all plans for which they are eligible, giving them more control over their work schedules. Clicking an offer from the calendar provides the agents with a detailed description of the available offer. The option to accept or decline will depend on the disposition of the offer at the time of selection. This is one of many new features or enhancements included in Community 4.3.

While there may be limits to what management can do in terms of improving compensation levels and advancement opportunities, they can and must take actions to make the work more attractive and to reward superior performers. Empowerment is a powerful tool for building agent morale and increasing retention. The power of modern workforce management software makes it possible to satisfy (within the confines of business rules and service level requirements) employee preferences for work schedules, vacation preferences, and time off requests.

About Pelorus Associates

Dick Bucci is Founder and Principal of Pelorus Associates where he specializes in contact center technologies. Dick has authored seventeen market research reports on workforce optimization applications and has published dozens of articles and white papers. Prior to founding Pelorus Associates Dick was a senior sales and marketing executive with leading telecommunications vendors and value added resellers. Dick has over 35 years of experience and is one of the most widely published and quoted analysts in the contact center industry.

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Welcome to the Next Evolution in Workforce Management

Jun 14, 2017
Community Release 4.2

by: Dick Bucci, Founder & Principal of Pelorus Associates

If you have worked in the customer service industry, then you know workforce management software is a proven technology that’s been around for over three decades. As the technology has matured, the majority of legacy providers have proven they can adequately forecast, schedule, track adherence, and offer intraday management. However, with the newest release of Community WFM, the Workforce Management Software Group (WFMSG) has taken a leap forward and introduced a set of features that will create new standards for WFM technologies going forward.

Designed by industry experts, Community WFM enables organizations to maximize resource productivity, deliver consistent customer service, and control payroll related expenses. Below are some of the capabilities featured in the latest software release. Community WFM eclipses many of today’s legacy WFM technologies by automating communications and processes that are not currently tapped by the legacy providers.

  • Multiple levels of Two-Way Communications – Employees can communicate with each other through a multi-channel communication framework, including an agent mobile app, SMS text messages, email, desktop pop up messages, and secure memos.
  • Automated Schedule Attendance Monitor (ASAM) - ASAM provides an automated and streamlined approach to track agent arrival and attendance. From the dashboard supervisors can determine agent attendance status including expected arrival time.
  • Automated Schedule Adjustment Plans (ASAP) - With this toolkit analysts can create and save strategies for dealing with unexpected increases or decreases in contact volume.
  • Data Targeting – Flexible data export capabilities allows users to readily integrate with external databases such as common payroll systems to quickly and economically create custom reports and devise new applications.

Workforce management systems have a well-deserved reputation for complexity. Consequently, even in the very large contact centers only a handful of highly trained personnel can manage the software. Community’s software is easy to learn and easy-to-use. Lastly, Community’s Data Targeting module coupled with industry-standard SQL database software and intuitive dashboard commands makes it possible for contact center personnel to build third-party integrations and custom reports using only its internal staff.

Since its inception, the Community WFM solution has excelled in making workforce management easy and even fun. This latest generation continues to simplify scheduling and forecasting in highly dynamic contact center environments and adds even more value by automating response strategies and, through its open design, substantially reducing the time and cost of integrating with related enterprise applications such as human resources and payroll. So, if you’re looking to improve workforce agility and deliver accurate schedules with precision, check out WFMSG latest software!

About Pelorus Associates

Dick Bucci is Founder and Principal of Pelorus Associates where he specializes in contact center technologies. Dick has authored fourteen in-depth market research reports on workforce optimization applications and numerous articles and white papers. Prior to founding Pelorus Associates he was a senior sales and marketing executive with leading telecommunications vendors and value added resellers. Dick has over 30 years of experience in telecommunications and is one of the most widely published and widely quoted analysts in the contact center industry.

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