Create a More
Agile Agent Workforce.
In today’s globally connected world, customers demand quick, effortless and multi-channel access to their service providers. To exceed customer expectations and deliver consistent service while controlling costs, contact centers must quickly adapt their workforce by accurately anticipating, planning and responding to the ever-changing dynamics of customer behaviors.
Supporting a modern, multi-channel mobile world.
EarthBend360 Ascend Workforce Management (WFM), powered by CommunityWFM, eclipses the benefits traditionally delivered by legacy workforce technologies by tightly integrating an innovative multi-channel notification framework.
Ascend WFM’s customizable desktop portals are designed by industry experts, specifically for agents, supervisors, schedulers, and administrators. This enables organizations to maximize resource productivity, deliver a more consistent customer service experience, and better control payroll-related expenses.
Contact centers deploying Ascend WFM enjoy heightened employee engagement and collaboration, and agents obtain unprecedented visibility into team schedules, pending requests, upcoming scheduled events, offers for over- and under-time, and much more.
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Ascend WFM delivers a powerful communication framework.
Ascend WFM is enabled by a powerful messaging framework integrated into its core DNA. Users can interact with staff across five distinct bi-directional communications channels. No other workforce management tool offers the breadth of communication options and enables the same quick access for staff to use email, text messaging, a mobile app, internal memos, pop-up alerts and streaming messages. Via any of the Ascend WFM communication options, supervisors and schedulers can perform functions such as:
Sending ad-hoc information and notifications to a specific group or individual
Delivering reminders about upcoming schedule events
Soliciting agents for opt-in shift adjustments
Notifying agents of schedule changes and processed requests
Ascend WFM’s innovative mobile app connects and empowers your agents on-the-go by providing visibility to schedules, schedule change notifications, opt-in offers, reminders, adherence KPIs and much more. While away from their desktop, any agent can:
View their schedules, adherence and attendance
Receive reminders, notifications and accept or decline offers for over- and under-time
Notify management of tardiness or absence due to illness
Submit time-off requests
Robust, Wizard-Based Forecasting and Scheduling Functionality.
Ascend WFM’s wizard-based forecasting and scheduling tools intuitively walk users through processes that promote operational efficiency and controlled costs. Users can run advanced “what-if” analyses by varying demand, service level and overhead values to accurately forecast staffing levels. 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.
Forecasting
Omni-channel staff planning
Multiple service metrics for omni-channel contact centers
Five selectable modeling engines
Time of day and day of week sensitive targets and shrinkage parameters
Unlimited “what-if” analysis and version control
Scheduling
Wizard-driven schedule optimization and bidding
Algorithm bias control – lowest cost or maximize coverage
Schedule efficiency measurement
Detailed cost of schedules
One-click publish schedule notification
Experience the power, simplicity, and convenience of automated schedule adjustment planning.
Automated Schedule Attendance Monitor (ASAM)
Ascend WFM’s wizard-based forecasting and scheduling tools intuitively walk users through processes that promote operational efficiency and controlled costs. Users can run advanced “what-if” analyses by varying demand, service level and overhead values to accurately forecast staffing levels. 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.
Automated Schedule Adjustment Plans (ASAP)
Imagine having the ability to refine work schedules and immediately inform agents across their chosen channels. Ascend WFM provides a unique toolkit that enables analysts to create, save and re-use an unlimited number of customizable strategies. This on-demand feature allows analysts to increase, decrease or refine staffing levels, virtually eliminating tedious and time-consuming schedule modification processes.
Improve Agent Efficiency With Advanced Adherence Reporting.
Schedule adherence reporting tracks how well an agent complies with their scheduled activities. Effective measurement and management of schedule adherence can help a contact center to:
Gain visibility for assessing projected coverage needs and guiding intraday decision-making
Drive operational efficiency, increase productivity, reduce agent occupancy, lower average wait times and improve customer satisfaction
Plan for future staffing needs more effectively by analyzing the historical use of agent resources
Notifying agents of schedule changes and processed requests
Ascend WFM seamlessly integrates three levels of adherence reporting for supervisors, schedulers and agents. You can instantly view real-time alerts, monitor daily or weekly performance and access historical adherence reports. Adherence reporting tools and agent event reminders are powerful drivers of ROI for any contact center, and have been shown to provide an increase of 10 – 30% in captured productivity hours.
Ascend WFM’s robust interface merges adherence performance alongside daily schedules for intraday schedule management. You can access real-time adherence alerts detailing performance metrics by team or at the agent level. Key feature functionality offered by the solution includes:
Photo-based reporting and real-time alerts
Quick view of contact center threshold value and individual agent status
Adherence summaries by event, skill or phone state
One-click adherence reconciliation
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EarthBend360 can help any organization transform their contact center into an agile, dynamic, and collaborative environment. To learn more about how EarthBend360 Ascend Workforce Management can benefit your operations, please complete this form and one of our team members will contact you.
THE CLOUD
IS WHAT WE DO.
EarthBend can help any size organization optimize business communications and contact center performance, reduce total cost of ownership and successfully migrate from legacy premises-based systems to the cloud. Contact us today to learn how we can help your business.