Company
The return of Aspect means a renewed focus on delivering top-tier workforce management solutions that are rooted in decades of industry experience. You can expect continued enhancements to our Workforce Enterprise Suite (formerly Alvaria Workforce Classic) and the introduction of a new, intuitive workforce engagement platform ‘WorkforceOS’ designed with the employee experience at its core.
General
Yes, Workforce Enterprise and WorkforceOS seamlessly integrate with one another. WorkforceOS serves as a user-friendly front-end platform for employees, while Enterprise serves as the robust foundation for management and workforce professionals. WorkforceOS and Workforce Enterprise also easily integrate with pre-existing HR, payroll, and BI systems. This streamlines workflows, minimizes duplicate data, enables employee management and improves employee experience.
Your team is one of your greatest investments. Retaining talented employees is key to quality customer service experiences and business success. According to Gallup, employee engagement is directly connected to overall organization performance, with disengaged team members accounting for approximately $1.9 trillion in lost productivity. Improving employee retention starts with boosting engagement and satisfaction. WEM tools provide the proper resources to engage employees across all levels of your business.
WFM software helps enable workforce team analysts forecast volumes and staff required to meet service optimization and cost optimization goals. Contact centers can schedule staff in compliance with company requirements, employee preferences, industry standards, and union requirements. Efficient workforce management promotes staffing efficiency while tracking performance, eliminating overstaffing and understaffing.
Aspect’s suite of WEM tools also promotes employee efficiency by giving teams visibility into assigned work plans, performance goals, and feedback options to achieve those goals.
Workforce optimization is a precursor strategy to WFM and WEM. WFO was developed in contact centers to optimize employee productivity, boost customer satisfaction, and reduce costs. Workforce optimization utilizes technologies and processes focused on workforce management, improved quality management, and enhanced performance management for the highest return on investment.
Workforce engagement management puts the employee experiences at the center of providing optimal service to customers. WEM software refers to a set of tools focused on boosting employee engagement and satisfaction, ultimately minimizing turnover. These tools include gamification strategies that earn employee’s recognition and rewards, options to improve employee performance through evaluation and feedback, processes to streamline schedule and time management, and enhancements to reach individual and collective business goals through metrics.
Workforce management is a business practice, team of people, and set of technology tools used to address the needs of a business, oftentimes a contact center. WFM includes technologies and practices that support the continuous cycle of workforce planning and execution. This typically includes forecasting, scheduling, tracking, adherence management, and employee self-service.
The most fundamental question in workforce management is, “how many workers do we need to efficiently cover a workload at an optimal cost?” In other words, having the right people at the right time, in the right place for the right cost. An additional consideration in WFM is making sure your employees have the right skills to provide the highest quality service to customers.
Workforce Enterprise
Aspect Performance gives you actionable insights through detailed reporting to make informed business decisions. Monitor employee performance metrics, generate reports to compare your KPIs against various data resources, and ensure strategic goal alignment. Performance also provides coaching options to improve workflows and track improvement, which promotes a culture of continuous improvement.
Workforce Enterprise provides a variety of tools to keep employees engaged, including:
Real-Time Dashboards: Visualize performance metrics and KPIs in real-time for immediate feedback and recognition.
Gamification: Features like competitions, leaderboards, badges, and rewards motivate employees to achieve goals.
Flexible Scheduling: Options to schedule using employee preferences, improving work-life balance.
Employee Self-Service: Employees can manage their schedules, request time off, and swap shifts with ease.
Mobile Access: Your team can stay engaged and motivated from anywhere at any time.
Workforce Enterprise empowers employees with self-service scheduling tools that enhance flexibility and autonomy, leading to higher satisfaction and reduced administrative burdens for managers. Enterprise offers a self-service portal where employees can manage their schedule, request available overtime, and set work schedule preferences.
Workforce Enterprise has a comprehensive set of functions allowing administrators, business analysts, and employees to view and manage various workforce duties. In addition, Aspect Workforce seamlessly integrates with Aspect Performance offering dozens of metrics which can be managed as KPIs based on your unique needs.
The workforce modules in Aspect's WEM base package can forecast, schedule, and track (IDP) for multiple sites without the need for additional changes. Agents can be assigned to specific sites or used in other sites. The base package also includes a module which offers advanced networking and staff scheduling capabilities to provide a global perspective for centers that share contacts across multiple sites.
WorkforceOS
WorkforceOS is a next-generation employee engagement tool designed to simplify and allow employees to easily view and manage their schedules. The platform provides an intuitive, modern, and streamlined user experience that empowers employees by improving their work-life balance, reducing administrative burdens, and enhancing overall job satisfaction.
WorkforceOS makes shift management transparent, displaying available shifts that fit employee defined preferences. Changes requested can be automatically evaluated or managers can approve or deny requests with one click and an option to provide additional context to explain decisions. In some cases, WorkforceOS will propose alternate change options that have a high likelihood of approval.
Have an unanswered question?
Our team of friendly, experienced consultants are on standby to respond.