Call Centre Workforce Management Software

The Right People in the Right Places when You Need Them

Available as a cloud or on-premise solution, award-winning Aspect® Workforce Management software helps you can accurately and easily forecast staffing requirements across all customer-facing inbound, outbound and back office resources.

  • Easy forecast and scheduling of all interaction channels including:
    • voice
    • multi-session chat
    • email
    • social media and others
  • Forecast staffing requirements across all contact centre resources
  • Automatic updates for historical patterns and calculating shrinkage
  • 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

Happy contact centre agents result in happy customer interactions. Keep your agents engaged – and engaging — by simplifying workforce management tasks.

  • Easily view and manage schedules from anywhere using a dedicated mobile app or touch-tone IVR.
  • Accommodate any agent’s personal schedule preferences including:
    • Days per week and hours/week
    • Shift length and start/stop times
    • Workday patterns
    • Lunch/break preferences, etc.

A Modern Intuitive Graphical User Interface Agents Love

Our workforce management interface was created specifically for the call centre with a sleek and modern design. We made it easy to use — so agents will actually use it.

  • Simplified web-based user dashboard
  • Responsive design supports all major browsers
  • Simpler, faster handling of complex schedule trades and sequential shift bids
Workforce management (WFM) software dashboard

“Aspect Workforce Management has truly made a positive impact within our organisation, 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.