Encore Community Workforce Management Software

Encore Community Workforce Management software delivers the ability to easily schedule contact center staff to meet service level objectives while controlling costs

Encore Community leverages cutting-edge technology and unique, innovative features to create forecasts and schedules for single or multiple skill groups and contact centers. While setting a new standard for ease of use, Encore Community enables your team to interact and collaborate while executing your unique workforce management strategy.

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Encore Community software integrates with 20+ communication platforms and provides all-inclusive licensing, including real-time adherence. Additionally, Encore Community includes unlimited site, supervisor and scheduler licenses and its advanced, industry-leading features empower your contact center like never before.

Forecast Staff Plans in Today's Evolving Workplace

Encore Community offers a powerful and competitively distinct forecasting feature providing all the support you need to accurately and definitively staff your contact center. It's an elegant "what if" analysis toolkit unlike any other in the industry. Features for creating staff plans include:

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  • Multiple forecasting methods including dynamic, static, date range, excel data and manual data entry
  • Service level objectives
  • Shrinkage profiles
  • Single or multi-skilled forecasting

Flexible Agent Scheduling

Scheduling with Encore Community is flexible and simple to use. Easily configured to illustrate a variety of scheduling cultures and processes, the software can readily align them against an unlimited number of forecasted staff plans. Scheduling features include:

  • Five scheduling methods including fixed, floating, rotating and composite
  • Schedule bidding for agents
  • Scheduling unnamed agents

Increase Productivity with Agent Adherence

It has been demonstrated time and again that 10, 20 and even 30% increases in agent adherence may be achieved through the use of advanced adherence tools. In a 100-agent contact center, a 10% increase in agent productivity is the equivalent of adding ten agents into the schedule pool, without having to hire a single person. Encore Community Workforce Management software will offer your organization significant savings.


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