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.
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.
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.
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.
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.