The new supervisor experience provides contact centers with modern and impactful mobile WFM app solutions.
CommunityWFM, a leader in providing unified, cloud-based workforce management (WFM) solutions for contact centers, announced today that it has expanded its Community Everywhere™ mobile app to extend the reach and value of the CommunityWFM solution.
Once built primarily for agent use, the latest version debuts an entirely new experience for contact center supervisors. Based on system settings within CommunityWFM, the app determines whether the supervisor or agent experience is displayed for the end user.
"Improving supervisor and agent communication has become an important area of focus for contact centers. Both groups have the same desire to work better and more efficiently through the mobile functionality of a WFM app,” said Daryl Gonos, CEO of CommunityWFM. “The Community Everywhere app now meets the mobile-first needs of supervisors the same way it has successfully met the mobile demands of agents for many years.”
The latest functionality lets supervisors remotely view employee adherence and daily shift information, increasing visibility into the agent’s work status, including if the agent is working, taking a break, or conducting a phone call. This improves contact center efficiency by ensuring that agents stay on task from any location.
Supervisors can also adjust schedules and check-ins remotely and mark agents as late or absent through drag and drop functionality from wherever they are. Scheduling requests and changes are real-time, allowing supervisors to review and approve time off requests from their mobile devices.
To elevate internal communication while keeping conversations relevant to targeted audiences, supervisors can reach their agents through the app with important messages on the channels they prefer and send messages to a single agent, a group, or the entire team. Supervisors choose custom notifications for each message via email, text, mobile push, and more.
For tablet users, the app experience is more robust, as the larger screen size allows for more visual components to be displayed, including graphs, charts, and other information within specific sections of the app. Supervisors can monitor more data when reviewing schedules and adherence.
CommunityWFM (formerly WFMSG) was founded in 2005 by a team of industry-leading workforce management consultants. Today, CommunityWFM provides a unique and simplified approach to forecasting and scheduling contact center agents. CommunityWFM is a trusted partner to some of the most widely recognized organizations across federal and state government agencies, healthcare, insurance providers, financial services, retail, and technology companies. With two product versions, Enterprise and Essentials, the CommunityWFM solution is delivered with a passion for customer service and an unmatched deployment and onboarding methodology.
To learn more about CommunityWFM, visit CommunityWFM.com.