... BY EMPOWERING AGENTS ... A WFM APP HELPS IMPROVE AGENT RETENTION RATES .
Daryl Gonos is CEO , CommunityWFM . Daryl has focused the past 25 years-plus on workforce management systems , services , sales , and marketing . He co-founded the Workforce Management Software Group ( WFMSG ) in 2005 and previously founded the WorkForce Management Group ( WFMG ) in 1996 . http :// bit . ly / ccp-remote
HOW TO MAKE THE WFM APP A CORE TECHNOLOGY
Once a decision has been made to move forward with a WFM app , the next step is making the technology a core part of your contact center operations . Below are the top three tips for teams to consider when implementing a mobile WFM app directly with supervisors and agents .
1 . Ensure as many agents as possible can use the app . Not all agents will have the newest phones , so take the time to help agents get the app installed . Your WFM software provider should provide basic information around what versions of phone operating systems will be too old to run the app . Your contact center may also want to consider buying basic phones for any agents with legacy technology .
2 . Have agents add a generic “ WFM Admin ” contact to their phones .
This step is a good backup for agents who block unknown numbers . It helps ensure that text
... BY EMPOWERING AGENTS ... A WFM APP HELPS IMPROVE AGENT RETENTION RATES .
message notifications , should they have these enabled within the WFM software , about shifts or the app are not perceived as spam .
This step may seem redundant at first , but it can be valuable to have in place as a back-up plan should an agent switch phones or have temporary issues running the app .
3 . Train agents on how to use the app effectively .
It ’ s critical to show agents how to use the app to ensure they are aware of any capabilities that are especially relevant to their role . Schedule training initially when
MOBILE WFM
launching the app and utilize your vendor to help educate the greater team . After this has been completed , continue ongoing app training with new agents and as needed , for any updates to the app itself .
A MOBILE WFM APP HELPS OPERATIONS RUN SMOOTHLY
When set up successfully and used across an entire contact center , a mobile WFM app helps to improve efficiency , keep everyone engaged , and consolidate all communication into one place .
No longer does information have to live in an email here or a text message there before manually being inputted into the WFM software . In addition , by empowering agents to control their schedules from anywhere , a WFM app helps improve agent retention rates .
Daryl Gonos is CEO , CommunityWFM . Daryl has focused the past 25 years-plus on workforce management systems , services , sales , and marketing . He co-founded the Workforce Management Software Group ( WFMSG ) in 2005 and previously founded the WorkForce Management Group ( WFMG ) in 1996 . http :// bit . ly / ccp-remote
REMOTE WORK
RESOURCES FOR CONTACT CENTERS
from CONTACT CENTER PIPELINE https :// www . contactcenterpipeline . com / Remote-Work-Resources-for-Contact-Centers
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