WFMSG couples our innovative Community solution with proven best practices training and on-going professional services.

The WFMSG team has been delivering world class professional services focused exclusively on selection, implementation and optimal utilization of workforce management technologies across all platforms for decades. This rich heritage, and the insights we have gained along the way, is reflected in every aspect of our deployment, best practices behavioral training and downstream professional services.

Intelligent Deployment with our proven Steps-to-Success™ model.

Our customers go “live” in as few as four weeks using Steps-to-Success.

Our insightful and consultative approach ensures that your Community deployment and integration progress smoothly. Our Community training is aligned with your objectives during our pre-installation consultation. Our training not only includes software training but best practices behavioral training and process. Our standard deployment cycle includes a follow up optimization visit. WFMSG’s methodology encapsulates thousands of hours of workforce management technology optimization across all industries and platforms, not just Community.

The Community Steps to Success Deployment Process

Pre-installation Consultation and Workshop

Your business is unique and “off the shelf” approaches will not align your business model with your investment. This session prepares your team technically and tactically to capture the benefits you expect from your workforce management investment. 

Installation and Integration

Community installs easily via remote access on the customer provided server.  There is nothing  to install on the desktop and installation is typically completed in less than one-day.  Integration into the various phone systems and ACD’s is completely in conjunction with the install process and we have a robust list of the most widely utilized platforms including all versions Avaya®, Aspect®, Asterisk®, Cisco, Interactive Intelligence®, NEC®, Siemens®, Rockwell® and many others.  We can connect to multiple devices simultaneously and have a set of generic  database collectors that can be readily adapted to integrate into less well known platforms.    We can also develop custom interfaces to receive or send data to payroll, CRM or human resources applications

Community Operational Training

Our training takes place at your facility and utilizes your call history, agent profiles and scheduling rules that ensure that at the completion of this four day session, your team is in  production and using Community across the breadth of its functional set.  

Community Optimization Session

WFMSG recognizes that as your organization begins to embrace Community that your perspective begins to change and your insights into your culture and operation also evolve. This optimization session is included as a standard element of our overall deployment process. This session not only refines your baseline training but enables you to bring to bear our subject matter expertise to your unique opportunities and make the most of your Community investment.

Free, on-going education with our Community College Series

WFMSG delivers a free web based training class once per month to all clients under standard maintenance.  The Community College Series is a one hour session that takes place the first Wednesday of every month at 12 EST. These recorded sessions focus in a particular feature or operating concept within the Community Solution.  Users can replay these sessions on-demand. 

Information and Notification through the Community Bulletin

The Community Bulletin is our way of communicating with our installed customers about the continuing evolution and use of the product, our company and services.  Bulletins are primarily product in orientation but also include important notifications on holiday hours, frequent or support questions.

New user training

WFMSG recognizes that new user training, due to personnel changes, and initial deployment training for first time users are delivered against a different context.  We have created a three day session for new users in an environment that is already in production to educate and re-enforce the strategies that are already part of the contact center culture.

Advanced Training and Strategic Consulting Services

 WFMSG invites the opportunity to become fully engaged with your team for advanced workforce management consultation or at the executive level for strategic planning purposes. Our rich heritage provides perspective that is typically unavailable from less experienced suppliers.