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Overview

What Makes an Enterprise Workforce Management Software Award Winning?

Helping companies function as efficiently as possible, the best enterprise call centre 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 labor restrictions, demand and service level objectives, Aspect® Workforce Management helps managers accurately and easily forecast staffing requirements across all customer-facing inbound, outbound, blended and back office resources.

Aspect's award-winning workforce management solution features:

  • Precision volume forecasting in all customer interaction channels
  • Real-time intra-day tracking that ensures the best agent adherence to schedules
  • Flexible, full-featured staff scheduling and shift trading
  • Sophisticated, intuitive mobile app that allows agents to manage their schedule and supervisor management tasks
  • A simplified widget and icon-based user dashboard for easy access to key information and tasks
  • Interoperability with 3rd party solutions and APIs
  • Centralised and automated planning tools to effectively manage your facilities and streamline the seat management process with Aspect Workforce Management - Reserve
  • 24/7 smartphone access to WFM scheduling and trades/changes, viewable team-wide and personal KPIs, ability to place PTO requests with the mobile app

See how it works! Watch the video.

Featured Capabilities

Most Comprehensive Forecasting and Scheduling – in the Office or On the Go

  • Reduce Costs and Improve Service Levels Easily view and manage schedules from anywhere, with browser-based and mobile app access to scheduling tools
  • Keep agents up to date by sending email or web notifications
  • Simpler, faster handling of complex schedule trades and sequential shift bids
  • Accommodate agents' personal schedule preferences, including days per week, hours per week, shift length, start/stop times, workday patterns, lunch break preferences and more

Increase Retention and Decrease Excess Spend

Agent engagement is a top priority of leading contact centres. Aspect Workforce Management helps you attract and retain more qualified agents by providing agents with greater access and control over their schedules and facilitating a healthier work-life balance.

  • Sophisticated forecasting and unlimited "what if" scenarios allow managers to more efficiently plan for staffing needs while avoiding excess spend on idle agents
  • Simpler, faster handling of complex schedule trades and bids give supervisors and agents more control over time worked and time off
  • Easy-to-use scheduling tools, including convenient mobile app access —promoting agent satisfaction while fostering a more positive view of your company

SEE HOW IT WORKS

Empower Supervisors and Agents

Empower agents to self-manage their schedules remotely and provide supervisors with the tools they need to track schedules, agent requests and intra-day performance from smartphones and tablet devices while they are “on the go.”

Aspect Workforce Mobile provides immediate access for your staff and management to your Aspect Workforce Management system directly from their mobile devices.

Learn More about Aspect Workforce Mobile

Seat Management Tool

Reserve is a powerful tool for Aspect Workforce Management which assists contact centre leaders by defining the unique physical space in the contact centre, identifying specific seating positions and matching employees to those positions, providing a historical record of seating assignments over time, and much more.

Aspect Workforce Management - Reserve provides insights and visibility to assigned employee positions as well as their supervisors, which is tremendously useful today (i.e., spacing agents out appropriately, contact tracing in the event of an outbreak, etc.).

It is a unique feature that only Aspect offers; no other WFM software has the capabilities that are afforded through Reserve.

FIND OUT MORE

Aspect Workforce Management - Reserve Blog

Experienced Consultants

Customise Your Workforce Management Solution with Aspect Professional Services

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.

FLEXIBLE DEPLOYMENT OPTIONS

Get the Capabilities You Need, Deployed the Way You Want

Aspect’s entire suite of enterprise contact centre software solutions can be deployed on-premises, hosted, or in the cloud environment you prefer - whether it's Amazon AWS, Microsoft Azure or a local cloud. You choose the option that work best for your security, privacy, regulatory and other internal needs.

This approach allows you to plan to move to the cloud - or not - at your own pace, using the deployment model that makes the most sense for your business. When you are ready for the cloud, 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. 

Case Study

Ring Solved their Scheduling and Intra-Day Management Problem with Aspect WFM

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%.

READ FULL STUDY

Glossary

What is Call Centre Workforce Management Software

Call centre workforce management software simplifies the task of ensuring a contact centre has the right agents available at the right time, across multiple channels, shifts and types of expertise, to achieve its expected service levels.

With workforce management software in a call centre, contact centre managers are able to analyse the many factors that go into determining appropriate levels of contact centre staffing, which can include:

  • Call centre agent skill levels
  • Labor laws and regulations
  • Agent schedule restrictions
  • Expected fluctuations in customer demand
  • Goals for service levels

Utilising workforce management principles to maintain appropriate agent staffing levels helps contact centres ensure high standards for customer service are met, while saving on costs by not overstaffing any particular shift or skill set.