Recent research studies confirm what contact supervisors have known for years—an agent's attitude has a significant and direct impact on their productivity, as well as the impression they leave with customers. With more customers seeking their own resolutions through self-service and social media, and with IVRs handling simpler customer interactions, it's clear that the role of the agent is changing. In fact, agents are becoming an increasingly important part of the customer service ecosystem.
Today’s Agents have High Expectations
Just as smartphones have altered the way we interact with each other and the world around us, technology has changed agents' expectations for the workplace. They‘re accustomed to simplified graphical user interfaces, intuitive navigation, optimised screen views and personalisation options. Software that falls short of today's technology standards will never be able to stand up to the fast-paced demands of an engaged contact centre. Frustrated agents lead to frustrated customers.
For decades, Aspect has been leading the way in agent engagement, providing extremely user-friendly workforce optimisation tools that deliver on agents' expectations. The Aspect® Workforce Optimization™ suite makes complex workforce planning actions a snap with its familiar, modern, graphical, icon- and widget-based user interface. By removing technology barriers, Aspect is enhancing the work lives of millions of agents and staff by empowering them to be better at what they do all day long. We’re also giving agents easy access to workforce planning tools through smartphones using our Workforce Mobile solution, letting them manage their schedule from anywhere with ease through channels they use in their every day lives.
WFO Case Study: Better Scheduling and Intra-day Insight
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 the agent count by 20%. Read Case Study
WFO Case Study: Improved Employee Satisfaction and Lower Cost
Blue Shield of California has been consistently ranked as a great place to work and wanted to ensure that agents continued to be fully engaged in their work. They turned to Aspect for their next generation of WFM and enjoyed improved agent satisfaction while reducing the WFM staff from 18 to 12. Read Case Study
WFO Case Study: Better Customer Experience and More Efficient Workforce Planning
Asurion wanted to ensure a good balance between providing an exceptional customer experience and achieving their strategic business goals. Asurion implemented Aspect® Inform™ for pro-active notifications and Aspect® Workforce Mobile™ to easily respond, resulting in a reduction of 2,500 administrative hours annually. Read Case Study