Overview

The Right People in the Right Places When You Need Them

Our award-winning Aspect Workforce Management software helps you ensure that you are staffing your contact centre with enough, but not too many, employees with the right skills to answer customer questions as interaction volumes ebb and flow throughout the day.

  • Accurate volume forecasting in all customer interaction channels, including:
    • Voice
    • Multi-session chat
    • Email
    • Social media, and others
  • Real-time intra-day tracking that ensures the best agent adherence to schedules
  • Flexible staff scheduling with the richest features on the market
  • Mobile access to scheduling for agents and supervisors

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Capabilities

A Modern, Intuitive Graphical User Interface Employees Love

The Aspect Workforce Management interface was created specifically for the call centre with a sleek and modern design. We made it easy to use—so all employees will enjoy using it!

  • Simplified icon and widget web-based user dashboard
  • Responsive design supports all major browsers
  • Simpler, faster handling of complex schedule trades and sequential shift bids

Make Scheduling a Snap for Agents

Research shows that agents, especially Millennial agents, desperately want easy access to the contact centre through their mobile devices. Give them what they want and keep them engaged in their work!

  • Easily view and manage schedules from anywhere using a dedicated mobile app or touch-tone IVR
  • Send agents important notifications though email, SMS and mobile push
  • Accommodate agents personal schedule preferences, including:
    • Days per week and hours per week
    • Shift length and start/stop times
    • Workday patterns
    • Lunch/break preferences, etc.

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Consultancy

Aspect Professional Services for Workforce Management

Customise Your Workforce Management Solution

Agent satisfaction is key to reducing turnover and keeping your workforce engaged and productive. The Aspect Professional Services team has the years of professional experience and technical expertise necessary to develop and implement specialised applications that extend the capabilities of your Aspect Workforce Management solution.

Explore the Aspect Innovations Exchange marketplace for ready-made, add-on applications such as:

  • Aspect® Workforce Mobile: A native mobile application supported on iOS or Android that allows both agent and supervisor functionality such as view scheduling, productivity statistics, schedule requests and more.
  • Virtual Scheduling Assistant: Interactive text response and IVR agent personal assistant for workforce scheduling
  • Aspect® Workforce AI: Intelligently automates administrative tasks, increases employee engagement and improves enterprise productivity

Case Study

Ring Solved their Scheduling and Intra-Day Management Problem with Aspect WFM

Ring, an Amazon company, sought to dramatically improve the scheduling of their rapidly growing workforce, as well as to gain valuable real-time insights into agent activity. They implemented Aspect Via® Workforce Management and were able to reduce their agent count by 20%.

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Glossary

What is Workforce Management Software?

Helping companies function as efficiently as possible, workforce management software simplifies the task of ensuring a contact centre has the right people available at the right time, across multiple channels, shifts, and types of expertise, to achieve expected service levels.

Taking into account factors such as skill levels, scheduling constraints, regulatory labour restrictions, demand and service level objectives, workforce management software helps managers accurately and easily forecast staffing requirements across all customer-facing inbound, outbound, blended and back office resources. Easy-to-use tools also allow agents to manage their scheduling needs including sequential shift bids and schedule trades.