A mobile WFM app ensures agents always have access to their schedules . Yes , life happens , such as traffic accidents and late buses or trains , and as a result agents can ’ t always make their shifts on time . The same goes for agents WFH who have errands to run , like doctor ’ s appointments and picking up their children from school .
Agents can utilize a WFM app to quickly notify their supervisors and teams when they run late . As a result , agents no longer need to try and track down their supervisor or waste time leaving voicemails to ensure their entire team knows they need extra coverage .
In addition to always knowing when they work , agents can also view their schedule adherence and productivity throughout the day . This can empower agents to self-correct their time worked .
For example , an agent may notice they are taking extended lunch breaks too often . To correct this , they can adapt to take their break at a set time , ensuring they return from lunch earlier before starting their afternoon calls .
2 . Get instant notifications relating to schedule changes and internal memos and news . One of the most significant benefits of a mobile WFM app is the ability to receive instant notifications . Intraday changes happen often in a contact center . A new issue with a service or a hot product that makes the lines heat up , or sudden staff absences caused by inclement weather can and do happen .
With instant push notifications , agents are immediately notified of new shift opportunities , allowing an agent to step in and fill slots as needed . The result ? Staffing up and down is more convenient for agents and the contact center , saving time and resources .
In addition to scheduling notifications , a mobile WFM app can send relevant notifications that may impact all agents . For example , it can instantly notify the team of any holiday schedule changes , office closures due to weather , or other urgent notices .
An app is more convenient than sending updates through group text . That ' s because there ’ s no need to manage phone numbers and everyone using the app is directly linked with your WFM software .
With a mobile WFM app in place , everyone can rest assured they are in the know about important updates that may impact their work .
3 . Submit time-off requests . WFM mobile apps also allow agents to submit time off requests , no matter where they are , without needing to wait until they are back in front of their computers . They will also receive a notification the moment the request is approved or denied .
Top Benefits for Supervisors
1 . Monitor agent performance at any time , from anywhere . A WFM mobile app enables supervisors to instantly view real-time alerts and monitor the daily or weekly performance of their agents , regardless of where they are . This makes a difference because supervisors also WFH and are sometimes away from their desk for meetings or other events .
Being able to access critical agent information on the go also empowers supervisors to proactively make positive and timely adjustments to improve the overall performance of the contact center .
2 . Track agent schedule adherence and attendance . Much like agents can view their schedules and adherence from any location , supervisors can do the same .
A supervisor can more easily stay on top of their performance by monitoring important information like agent check-ins from a mobile device and can even check-in an agent on
MOBILE WFM
their behalf if needed . Monitoring adherence from a tablet is another option for better views into schedule adherence information .
3 . Send messages to individuals , groups , or teams . A WFM app increases the frequency of supervisor communication and allows them to quickly send a message to colleagues when they are away from the office .
The app allows supervisors to start the conversation remotely and then continue the conversation within the WFM software upon returning to work . Supervisors can also contact an individual , a team , or the entire contact center with messages that are actionable and remain within the WFM software forever .
WHAT ELSE TO LOOK FOR IN AN APP
Once you determine that a mobile WFM app is beneficial for both your agents and supervisors , what else should you look for ? Here are a couple additional things to consider as your contact center evaluates this technology .
1 . An easy , intuitive set-up process and QR code functionality . You don ’ t want an app that will stump any employees who aren ’ t especially tech-savvy . You also don ’ t want to implement a solution that will require constant IT assistance .
When evaluating WFM software that includes a mobile app , see if any solutions provide a QR code for employees to scan . It ’ s an easy way to create a link between the mobile app and the software .
2 . The ability to personalize the app with employee identity details . It ’ s also ideal to have a WFM app that allows agents to change their profile photos and make other personalized updates . This is a fun feature for agents to express themselves , and it adds a personal touch within the software . Supervisors are also able to approve or deny any photo submissions by agents directly within the mobile app .
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