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Workforce Primer

What is workforce management?

Learn everything you need to know about WFM, from its importance to the key features that make a WFM solution effective.

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Aug 2025

How skills-based scheduling can transform workforce performance

Daniella Deloatch
Scheduling

Discover how skills-based scheduling, powered by performance metrics, elevates workforce management by aligning employee talents with customer needs for improved efficiency and satisfaction.

Workforce Management
Scheduling
Workforce Engagement Management
Aug 2025

Beyond the queue: Automating request management for optimal workforce performance

Adam Beasley
Workforce Management

Discover how modern request management in workforce scheduling can revolutionize operational efficiency, enhance employee satisfaction, and maintain service excellence through automated, customizable processes.

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Jul 2025

Embracing flexible workforce management in global work models

Daniella Deloatch
Workforce Management

Explore how flexible workforce management solutions support global teams with adaptable scheduling, forecasting, and employee self-service features for modern business success.

Workforce Management
Workforce Engagement Management
Best Practices
Jul 2025

How sentiment analysis insights drive employee satisfaction and retention

Daniella Deloatch
AI

Discover how employee sentiment analysis transforms workforce management by providing real-time insights into employee satisfaction, enabling early issue detection, and improving retention strategies.

Workforce Engagement Management
Workforce Management
AI
Employee Engagement
Jul 2025

The future of work is here: Why workforce intelligence is the next evolution of workforce engagement management

Darryl Kelly
AI

Discover how Workforce Intelligence transforms traditional WEM by leveraging AI and real-time data to improve forecasting, scheduling, and employee engagement while delivering better business outcomes.

AI
Automation
Workforce Engagement Management
Workforce Trends
Jul 2025

AI in workforce scheduling: Understanding the impact and benefits

Daniella Deloatch
AI

Discover how AI is revolutionizing workforce scheduling, delivering benefits for businesses and employees through enhanced efficiency, accuracy, and flexibility in this comprehensive exploration.

AI
Automation
Scheduling
Workforce Management
Jul 2025

Spotlight On: Building software and leading teams with Karthi Gengaram

Daniella Deloatch
Spotlight On

Meta description: Discover Karthi Gengaram's 17-year journey at Aspect, from Principal Engineer to Manager of Engineering, and learn about the experiences that have shaped his career in software development and team leadership.

Spotlight On
Workplace Culture
Best Practices
Jul 2025

Call center routing sets: Optimizing customer service efficiency

Adam Beasley
Contact Center

Learn how to optimize customer service efficiency by effectively organizing contact center routing sets with expert strategies, best practices, and insights for workforce management software.

Contact Center
Workforce Management
Forecasting
Best Practices

Case studies

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Nov 2024

Leading pet product company unified its contact center and boosted service levels

Integration

A leading U.S. pet product manufacturer improved customer service and performance by implementing Aspect’s workforce engagement solutions, boosting service levels, reducing call abandonment, and enhancing multi-channel support.

Sep 2024

How Best Egg turned to Aspect for an "all-in-one UI solution"

Daniella Deloatch
Case Study

Aspect partnered with Best Egg to improve their WFM and dialing operations processes for more clarity on duties and responsibilities along with increased visibility to multiple lines of business.

Sep 2024

How a global media company saved money by enhancing customer satisfaction

Daniella Deloatch
Case Study

The Company is a global media and technology company. From the connectivity and platforms they provide, to the content and experiences they create, they reach hundreds of millions of customers, viewers and guests worldwide. With over 180,000 employees, including approximately 55,000 contact center agents, their WFM needs are one of the most expansive in the world.

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