Contact center forecasting software to consistently meet demand and advance your level of customer service

Accurately leverage contact center forecasting software to meet agent requirements with a solution tailored to your center's demand.

The wizard-based contact center forecasting software by CommunityWFM intuitively walks users through the processes that capture efficiency and control costs. Users can run very advanced "what-if" analysis by varying demand, service level and overhead values to accurately forecast staffing levels within their workforce management solution. Step-by-step, administrators build a working forecast model derived from historic contact volume and handle time, service objectives, and shrinkage percentages. They can then routinely produce an unlimited number of optimized schedules against any of an unlimited number of forecasts or staff plans by utilizing our contact center forecasting tools.

FC Forecasting Main Page MB Crop 581pxw V3

The rich data collection in CommunityWFM generates workforce management forecasts with precision.

CommunityWFM users have access to six different modeling engines from within their contact center forecasting solution. They can use historical data and even data from outside of the workforce management software application to precisely dimension demand into the contact center and its arrival pattern. Scenarios can be run in minutes through versus manually intensive Microsoft Excel based calculations or model events that legacy workforce management software solutions are not equipped to manage and have a significant impact on properly addressing staffing needs.

FC Forecasting - Calendar MB Crop V3 581pxw

Skills-based algorithms from modern workforce management software deliver immediate gains in contact center efficiency.

CommunityWFM uses both a standard Erlang C staffing calculation and a proprietary multi-skilled algorithm to produce staff plans that precisely measures and reports the efficiency gain associated with your multi-skilled population based upon the actual skills of your agents as stored in your workforce management technology. This type of modeling brings a whole new level of sophistication to “what-if” analysis and improves your contact center workforce management solution from the ground up.


Forecasting FAQ

At a high level, how are the workforce management software forecasting options found within CommunityWFM different from other companies?

The biggest thing that makes the forecasting in CommunityWFM unique is the ability to quickly make highly accurate forecasts to meet your ever fluctuating contact center demand. This is accomplished by taking a three pronged approach to workforce management…

  • Analyze – CommunityWFM makes it easy to review historical data from multiple sources and across multiple locations by leveraging the power of workforce management software.
  • Predict – Run advanced “what-if” analysis quickly with varying demand to improve accuracy.
  • Create –Leverage multiple modeling options to create a forecast that meets your needs.

Through utilizing multiple data sources and forecast models in minutes instead of hours, CommunityWFM simplifies the process of building the right forecast for your contact center so you can schedule the right agents and improve your customer satisfaction. The way the product handles forecasting is a significant upgrade over traditional call center workforce management solutions.

How can a contact center save time and money through the workforce management forecasting capabilities found within CommunityWFM?

Like many areas of CommunityWFM you can tell it was built by professionals who have lived in and understand the contact center. Below are a few of the more common ways forecasting is used everyday by companies to save time and money.

  • Forecast models are built around previous metrics including call volume history, handle times, and shrinkage without starting from scratch every time.
  • An unlimited number of optimized schedules and forecasts can be created to accurately meet realistic contact volumes because there is no credit system of any kind for this functionality.
  • Forecasting data sources can include third-party information from outside of CommunityWFM so there is less of a need to toggle systems.
  • Multiple calculation methods are computed automatically and factored into the scheduling algorithm to improve accuracy.
  • Forecasting scenarios are compiled in minutes and are generated significantly faster than many traditional options.
  • Once a forecast is completed it can be turned directly into one or several schedules in just a few clicks.

Forecasting within CommunityWFM was created with boosting the efficiency of the workforce engagement management team as a top of mind priority. We know that good forecast leads to a great schedule... which in turn creates excellent and timely customer interactions that boost your customer satisfaction scores.

Does the CommunityWFM forecasting solution integrate with ACD systems?

Yes. CommunityWFM has native integrations with many of the top automatic call distribution (ACD) systems in the industry. It also has a dedicated team of workforce management software specialists that can help to configure with your ACD system to ensure data flows smoothly between our system and your technology.

When it comes to data transfers, contact volume balances can be shared between an ACD system and CommunityWFM in real-time. Commonly shared metrics include contact volume, average handle time, staffing requirements, and shrinkage information. Excel information uploads are also supported to assist with the process of forecasting and scheduling staff.

How can the capabilities in CommunityWFM help with unifying my forecasting data to ensure service levels are being met?

To start, CommunityWFM forecasting helps with meeting service levels by being a sole repository of workforce management forecasting information. Many forecasting data sources are easily configurable and selected by the end user to help with your staffing needs. The product also enables a contact center to seamlessly combine information within the solution alongside spreadsheet data through a straightforward import process. All of this together improves your workforce planning experience.

Getting into the exact features that help with meeting service levels, a contact center can leverage CommunityWFM to quickly create several forecasts for the same date range and choose the one that best meets their needs. From here, forecasting within CommunityWFM supports both time of day and day of week service objectives to ensure levels are consistently met.

Does your contact center need help creating more accurate and reliable forecasts?

Learn more about the powerful contact center forecasting software solutions provided by CommunityWFM.

Download Infosheet