Aspect FAQs | How will the return of Aspect benefit me as a customer?

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What is Aspect Workforce?

Aspect Workforce is our comprehensive WFM solution to help you strategically manage your organization. Workforce enables precise forecasting, various scheduling options, real-time adherence insights, and employee self-service to boost productivity while reducing cost.

Why is Aspect back?

Aspect is being brought back to leverage its strong heritage and leadership in the contact center and workforce management industries. By focusing on what Aspect does best—innovating in workforce technology—we can better serve our customers and meet the evolving needs of the modern workforce.

Is Alvaria now Aspect?

The Alvaria brand will continue to exist, focusing on its strengths in outbound contact center solutions. This strategic split allows Aspect and Alvaria to concentrate on their respective areas of expertise, ensuring that both brands can offer the best possible solutions to their customers.

How does efficient workforce management help a contact center?

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.

What is workforce optimization (WFO)?

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.

What is workforce engagement management (WEM)?

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.

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How will the return of Aspect benefit me as a customer?

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