Workforce Management

• Reduce the number of employees required to serve customers by 10 - 40% through improved forecasting and optimised schedules.
• Improve employee productivity by 20% through better schedule adherence.
• Reduce time spent managing schedules through employee schedule self-service.
• Increase seat usage and decrease property costs through better seat management.
• Improve analyst productivity through UC enablement.

White Paper

5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace
 
From Workforce Management to Workforce Productivity
 
Making the Back Office Pay
 
9 Things Every Contact Center Needs to Know About Workforce Productivity​

Data Sheets

Aspect Workforce Management

Aspect Workforce Management Forecasting, Scheduling & Tracking Capabilities

Aspect Workforce Management Multiskill Capabilities

​Case Studies

​Blended Interaction^™
UC-enabled and readily extensible, Blended Interaction unites inbound routing, Internet contact, voice portal, outbound dialling, and workforce management capabilities to empower your contact centre to meet the increasing demands of Consumer 2.0.

Productive Workforce^™
For both centralised or distributed contact centres, Productive Workforce readily integrates with virtually any inbound solution or dialler and helps to optimise resource usage, so you can assist more customers with fewer agents, reduce costs, and improve results.

Optimised Collections^™
Optimised Collections employs performance, workforce and campaign management to apply the right resources at the right times to improve collection results.

Contact Centre Back Office
Aspect’s contact centre Back Office Solution ties the contact centre and the back office together, allowing your organisation to automate tasks, optimise your workforce and obtain unique insights into staffing and process efficiency.