MOBILE WFM
ILLUSTRATION PROVIDED BY ADOBE STOCK
YES
, THERE ’ S AN APP FOR MOBILE WFM WHY MOBILE WFM APPS CAN BENEFIT CONTACT CENTER OPERATIONS .
BY DARYL GONOS , COMMUNITYWFM
Creating a connected team has become more important recently for workforce management ( WFM ) professionals . With many companies shifting away from the traditional office environment , it has become more difficult than ever for WFM analysts and supervisors to stay connected with agents .
Among the main challenges WFM analysts face in this new era of remote and hybrid contact centers are feelings of disconnect that can negatively impact agent retention and lead to faulty lines of communication . In addition , work-fromhome ( WFH ) agents often prefer more flexibility with scheduling , which makes staffing decisions more challenging .
So , what can be done ?
16 CONTACT CENTER PIPELINE
Mobile WFM solutions , which empower agents to have greater control over their schedules , can help immensely . Implementing a mobile WFM app solution with them makes a difference to businesses because the technology improves and streamlines communication .
THE BENEFITS OF USING MOBILE WFM TECHNOLOGY
Timely communication is the way of the world today , and it has never been more true for remote / WFH workers .
Many contact centers are experimenting with different communication methods to discover the most effective approach to reducing the negative impacts of hybrid or fully remote team structures . This leads them to discover a dedicated mobile WFM app is often the best solution to improve communication while also delivering a unique user experience created with agents and supervisors in mind .
BELOW ARE THE TOP THREE BENEFITS FOR EACH ROLE .
Top Benefits for Agents
1 . Schedule access from anywhere and team / supervisor notifications .