Aspect Workforce Management

Aspect Workforce Management helps multiskill, multisite, and multichannel Contact Centers around the world efficiently plan and manage their inbound, outbound, blended and back office staffing resources. With its complete set of workforce optimisation capabilities, Aspect Workforce Management helps organisations drive significant improvements across their customer service, collections, sales & telemarketing and back office operations to realise:

• Reduced staffing, administrative and facilities costs.
• Improved strategic workforce planning.
• Increased revenues and customer satisfaction.
• Improved schedule adherence and agent retention.
• Enhanced agent productivity and performance across single, multisite and outsourced locations.

The solution includes essential workforce management forecasting, scheduling and tracking functionality that allows you create optimal staffing plans and quickly respond to changes throughout the day. And with its integrated set of enhancement packages, Aspect Workforce Management helps you improve agent adherence and productivity, empower agents to manage their own schedules, fine-tune agent performance, increase workstation utilisation and simplify the management of your multisite and outsourced staff.