Workforce Planning with Aspect
“Our vision was to create a virtual contact centre network that delivered consistent, efficient, effective and transparent service to customers globally. We also needed to establish a global view of business operations with the ability to control where calls are delivered, and create a flexible workforce, scheduling people around skills and fluctuating work demands. Aspect’s broad range of contact centre solutions has helped us achieve those aims and build for the future.”
– John Stanwell, Resource Planning and Development Manager, Virgin Atlantic Airways (2009)
Workforce Planning with Aspect
To make customers truly happy, you need to maximize agent engagement. That means being able to fully understand customer needs and continually tailor your service experience to fit – today and tomorrow. Whether they contact you by phone, email, text or social, customers should quickly reach an agent who has the skills to provide meaningful help. Aspect Workforce Optimization gathers intelligence from customer interactions across all channels and helps you use it to guide workforce planning, scheduling, management, recording, surveying, coaching, eLearning and analytics. This assures you’ll have the right number of agents, with the right training, in the right places, at the right times. Workforce Optimization also provides a way for your people to self-manage their schedules – creating happier employees and preventing your service from slowing down when someone needs to take time off.
Workforce Planning and Forecasting
Great customer conversations start by having agents ready and available – when and where customers need them. Aspect’s workforce optimization tools can help you:
- Forecast staffing needs based on current demand, potential demand and staff characteristics.
- Design schedules that ensure omni-channel service across all resource teams, departments and geographies.
- Provide managers in-depth, real-time views and control over schedules to avoid overstaffing or understaffing.
Continuous Performance Improvement
You only want the best people talking with your customers. By utilizing workforce planning, you can recognize your star players while providing data that will elevate the rest of the team:
- Create cohesive, comprehensive views of employee performance based on customer expectations, efficiency and effectiveness.
- See performance trends across dimensions, over time, or as they occur – made visible to everyone from the employee to the executive.
- Allow supervisors to understand the root cause of performance issues across employees, teams, departments and time.
- Create smarter workflows through alerts, based on actual and predicted performance.
- Automate and track coaching based on KPI thresholds or achievement.
Customer Experience Analytics
Precisely determine what your customers need most, understand the reasons behind customer outcomes and identify the skills or approaches your people can adjust or employ to make a positive impact. The Aspect workforce optimization platform easily lets you:
- Obtain a detailed view into customer expectations and agent performance with speech, text or desktop analytics.
- Extract deep, meaningful business intelligence directly from all recorded voice, text and desktop interactions for actionable insights.
- Capture 100% of customer/agent speech and text interactions giving agent complete customer communication history for faster and more effective customer.
- Capture agent behavior and procedural compliance – including application usage, idle time and more.
- Minimize risk by understanding the entire customer interaction and addressing issues as they arise instead of ‘after the fact’.
- Use agent interaction data to create immediate and relevant coaching opportunities.
- Put customer and agent metrics into context by synthesizing with CRM data, agent performance and agent workforce planning and analytics.
- Create a holistic view of what’s driving your customer experience results, so that you can make smarter operational and strategic decisions.
Advanced Quality Analysis
Don’t wait to see a post on Twitter about how your customer requests are – or aren’t – being met. With Aspect’s workforce optimization platform you can take a deep view into the goings on at your call center:
- Capture interactions with full-time, encrypted voice and screen recording.
- Evaluate and calibrate agent quality with sophisticated scorecards.
- Create and administer web-based post-interaction surveys that capture customer attitude and satisfaction as an integrated part of the history.
- Get complementary analytical capabilities to automatically categorize calls based on content, metadata, agent performance and customer attitudes or behaviors.