Call Center Workforce Management Software

The Right People in the Right Places when You Need Them

Finding the balance between staffing supply and demand has never been easier. With Aspect® Workforce Management software, you can accurately and easily forecast staffing requirements across all customer-facing inbound, outbound and back office resources.

  • Forecast staffing requirements across all customer-facing inbound, outbound, and back office resources in the contact center.
  • Accurate forecasting and scheduling of voice, multi-session chat, email, social media and other interactions channels
  • Automatic historical pattern update and calculation of shrinkage enables best possible forecasting models
  • Unlimited "what-if" scenarios to understand the impact of staff, budget or demand variations
  • Real-time alerts when performance is out of tolerance
Call Center Agent at Computer Smiling

Keeping your Agents Fully Engaged!

Workforce Mobile screens on Android, Apple and Windows Phones

Research shows a clear link between the happiness of contact center agents and the happiness of customers. Providing convenient, familiar workforce management tools to help agents more easily accomplish tasks, no matter how simple or complex – keeps them more engaged – and engaging — in important customer-facing work.

  • Give millennial agents and supervisors the self-service and mobility they want with a dedicated mobile app or touch-tone IVR that enables easy viewing and changing of schedule from anywhere.
  • Accommodate any agent’s personal schedule with a rich selection of employee schedule preferences (e.g., hours/week, shift length, start/stop times, workday patters, days per week, lunch time preference, etc.)

A Modern Intuitive Graphical User Interface Agents Love

An easy-to-use workforce management interface created specifically for the call center and created using best UI practices of Apple, Google and Microsoft.

  • A highly simplified, web-based graphical user interface
  • Responsive web design that supports all major browsers
  • Significantly increased agent and supervisor productivity even for complex schedule trades or sequential shift bids.
Workforce management (WFM) software dashboard>

“Aspect Workforce Management has truly made a positive impact within our organization, as well as within the minds of all of our employees and Brand Ambassadors.”

– Kathie Drayton, Director of Workforce Management, VIPdesk


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What is Workforce Management Software?

Helping companies function as efficiently as possible, workforce management software simplifies the task of ensuring a contact center has the right people available at the right time, across multiple channels, shifts and types of expertise, to achieve its expected service levels.

Taking into account factors such as skill levels, scheduling constraints, regulatory labor 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. It also allows agents to manage their scheduling with tools for needs such as schedule trades and sequential shift bids.