Streamline and improve staff utilization and performance for your back office operations.
Aspect delivers workforce optimization capabilities that help streamline and improve staff utilization and performance for your back office operations. Our capabilities ensure you have the right number of staff to meet and exceed service levels and provide robust measurement tools that help keep you on track.
Forecasting, scheduling, and tracking the number and types of employees you need at any given time to effectively run a back office can be challenging. Whether you are processing claims, fulfilling orders, processing transactions, or conducting other back office activities, balancing the number of staff with the amount of work is never easy.
With forecasting, scheduling and intraday workload management, our workforce optimization capabilities for the back office, powered by PerformanceEdge® help you improve strategic planning, and schedule and maintain the right number and types of employees, while easily evaluating and empowering workers to meet your business goals.
Aspect workforce optimization capabilities for the back office help you:
- Reduce staffing complexity and costs with complete front/back office staffing management tool
- Empower back office staff to manage their own schedules and performance to reduce administrative costs, increase retention and overall operational performance
- Maximize the utilization of existing facilities with automated seat management
- Meet compliance guidelines, mitigate risk and improve customer-facing processes by capturing and recording employee desktop activity for all customer interactions
Aspect workforce optimization capabilities for the back office provide significant benefits to organizations through optimized efficiencies, alignment with corporate objectives and strategies, and improved quality of service.
Leveraging these capabilities enables you to:
- Utilize "What if" analysis to evaluate multiple staffing scenarios to determine optimal staff and resource deployment for improved strategic planning.
- Create accurate forecasting using sophisticated algorithms that ensure the right number of employees are scheduled to handle the predicted workload based on service level goals.
- Leverage intraday schedule performance tracking Automate employee self-service scheduling and notifications with browser- and interactive voice response (IVR)-based automated scheduling tools.
- Provide seamless integration with other workforce optimization capabilities and other workflow engines to share workforce data and automate labor-intensive processes.