“Traditional workforce management solutions provide users with visibility into the effectiveness the existing schedules. They fall short, though, of providing the contact center community with the tools to rapidly develop and communicate a unified or collaborative approach to refine the plan to maintain consistent service,” says WFMSG CEO, Daryl A. Gonos. “The traditional workforce management solution is primarily focused on planners. Community engages and informs, not only the analyst, but the agents and supervisors who continuously interact through Community’s rich Collaboration Exchange.”

“Community’s Collaboration Exchange enables analyst to flex schedules, agents to inform and supervisors to manage events through a single unified and common portal. The Exchange is customizable for each user, including agents and supervisors and represents workforce management innovation that is the next generation of workforce optimization,” continued Gonos. “This seamless collaboration results in a resiliency and flexibility in workforce management processes that increases the contact center’s efficiency and translates directly into improved bottom line performance for our clients. The fact that all of this is enabled through the familiarity of a web browser represents unmatched ease of use that results in rapid adoption by the contact center and accelerates Community’s ROI,” he concluded.

Visit WFMSG and see Community “Live” at the Call Center Demo & Conference in Miami, Florida, at Pedestal C-6.

The Call Center Demo & Conference is now in its ninth year and takes place from today, Wednesday, February 13, to Friday, February 15, 2008, at the Hyatt Regency Miami, Florida (USA). It is organized by the International Customer Management Institute (ICMI) and offers a combined package of workshops, keynote presentations and an exhibition forum for call center industry professionals