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Overview
Our award-winning Aspect Workforce Management software helps you ensure that you are staffing your contact centre with enough, but not too many, employees with the right skills to answer customer questions as interaction volumes ebb and flow throughout the day.
See how it works! Watch the video to see Aspect's workforce management software in action.
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Capabilities
The Aspect Workforce Management interface was created specifically for the call centre with a sleek and modern design. We made it easy to use—so all employees will enjoy using it!
Research shows that agents, especially Millennial agents, desperately want easy access to the contact centre through their mobile devices. Give them what they want and keep them engaged in their work!
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Consultancy
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 specialised applications that extend the capabilities of your Aspect Workforce Management solution.
DEPLOYMENT
Aspect’s call centre solutions can be deployed on-premises, hosted, or as a cloud contact centre, offering your organisation the flexibility to deploy applications within the environment that best suits your needs. This also allows you to plan to move to the cloud at your own pace, or continue to utilise the deployment that makes the most sense for your business. Aspect's cloud contact centre platform, Aspect Via® allows your business to adopt applications modularly, adding capabilities to your call centre at your own pace. Aspect® Unified IP® includes all contact centre applications in a single, complete, ready-to-deploy contact centre platform and solution. Aspect solutions also seamlessly integrate with third party applications, allowing data to flow freely across contact centre and workforce optimisation functions and the rest of the enterprise.
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Case Study
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%.
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Glossary
Helping companies function as efficiently as possible, workforce management software simplifies the task of ensuring a contact centre 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 labour restrictions, demand and service level objectives, workforce management software helps managers accurately and easily forecast staffing requirements across all customer-facing inbound, outbound, blended and back office resources. Easy-to-use tools also allow agents to manage their scheduling needs including sequential shift bids and schedule trades.
Resources
Aspect Workforce Management Data Sheet
Work-From-Home Contact Centre Resources Microsite
What You Need to Know About Aspect Workforce Management in the Cloud
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