Overview

What Is Workforce Management Software?

Helping companies function as efficiently as possible, workforce management software simplifies the task of ensuring a contact center 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 labor restrictions, demand and service level objectives, Aspect Workforce Management software helps managers accurately and easily forecast staffing requirements across all customer-facing inbound, outbound, blended and back office resources.

Aspect's award-winning workforce management software solution features:

  • Accurate volume forecasting in all customer interaction channels
  • Real-time intra-day tracking that ensures the best agent adherence to schedules
  • Flexible, full-featured staff scheduling and shift trading
  • Mobile access to scheduling for agents and supervisors
  • A simplified widget and icon-based user dashboard for easy access to key information and tasks

See how it works! Watch the video to see Aspect's workforce management software in action.

REQUEST A DEMO

Elated call center agent working among her peers in an open office setting
Aspect call center workforce management dashboard example on laptop

Capabilities

Accurate Forecasting and Call Center Scheduling Software

Easy-to-use tools allow agents to manage their time off requests and scheduling preferences, including sequential shift bids and schedule trades, while equipping managers with valuable insight and visibility into omnichannel staffing requirements for the entire contact center.

  • Easily view and manage schedules from anywhere, with browser-based and mobile app access to scheduling tools
  • Keep agents up to date by sending email or web notifications
  • Simpler, faster handling of complex schedule trades and sequential shift bids
  • Accommodate agents' personal schedule preferences, including days per week, hours per week, shift length, start/stop times, workday patterns, lunch break preferences and more

Increase Retention and Decrease Excess Spend with Aspect Workforce Management Software

Agent engagement is a top priority of leading contact centers. Attract and retain more qualified agents by providing agents with greater access and control over their schedules and facilitating a healthier work-life balance.

  • Sophisticated forecasting and "what if" scenarios allow managers to more efficiently plan for staffing needs while avoiding excess spend on idle agents
  • Simpler, faster handling of complex schedule trades and bids give supervisors and agents more control over time worked and time off
  • Easy-to-use scheduling tools, including convenient mobile app access, promotes agent satisfaction and fosters a more positive view of your company

SEE HOW IT WORKS

Aspect call center workforce management mobile example on smartphone

Consultancy

Customize Your Workforce Management Solution with Aspect Professional Services

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 specialized applications that extend the capabilities of your Aspect Workforce Management solution.

DEPLOYMENT

Best-of-Breed Workforce Management Capabilities, On-Premises or in the Cloud

Aspect’s entire suite of call center solutions solutions are able to be deployed in the environment that best suits your business, in an on-premises software solution like Aspect® Unified IP® or on the cloud platform of your choice. Tools such as workforce management, quality management, call center performance management and others enable you to take advantage of industry-leading capabilities that align with your technology infrastructure.

Ready to transition to the cloud? The flexible, modular framework of the Aspect Via® cloud contact center platform allows you to adopt the applications you need now, and add solutions as business needs change. Our experienced cloud migration teams work tirelessly from your first call center quality monitoring software demo until the final step of your installation to ensure a seamless transition. Once the installation is complete our knowledgeable customer service team is just one point of contact away. Contact our team for additional details, to discuss the timeline of your cloud migration or to get a firsthand look at any Aspect solution.

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%.

READ FULL STUDY