| One of the best ways to boost employee morale and reduce costly agent turnover is to empower your contact center agents to control their own schedules and to give them easy access to information regarding their work. Aspect eWorkforce Management Empower automates the complicated management of agent schedules and at the same time serves the scheduling needs of your agents. It allows your employees to bid for shifts, vacations, and other scheduled events and to make changes to their schedules within parameters that you control. This automated enhancement package is Web- and IVR client-based and protects managers from busywork and interruptions while enabling agents to use their computers, telephones, or mobile phones to control their schedules. With the frequent schedule adjustments necessary in contact center management, one of the most tedious manual tasks is notifying affected staff about scheduling changes. Aspect eWorkforce Management Empower simplifies and automates this communication process by automatically notifying agents of changes to their schedules. Notifications take the form of SMTP messages that can be displayed by email applications, cell phones, WAP devices, and text pagers, so managers and agents receive them whether they are at their workstations or not. |
| To get the most out of your staffing investments, you have to make sure your contact center agents are performing at peak productivity. The Aspect eWorkforce Management Perform module helps you know in detail how your agents are performing, both historically and in real-time, so that you can help them improve and excel. The real-time adherence capability provides an at-a-glance view of each agent’s activity in real time and compares it to that agent’s scheduled activities. It gives you the information you need to work with individual agents to help them better adhere to their schedules, which will make your overall staffing plan more effective. The historical capability of Perform helps you identify your most and least productive agents and agent groups. With this tool, you can establish performance benchmarks and generate necessary personnel file documentation. Then, using this data, you can coach your employees, better train new agents, and establish standards for employee incentive and rewards programs. |
| Aspect eWorkforce Management Analyze is an out-of-the-box solution for analyzing performance statistics and taking focused action that improves your contact center performance and helps align it with your company’s overall business goals. Working in conjunction with Aspect eWorkforce Management core software, it provides your entire contact center staff with easily comprehended views of contact center performance, and allows them to analyze the data and draw accurate conclusions. It also lets your supervisors and managers adjust targets and objectives in ways that make the entire business more effective. Aspect eWorkforce Management Analyze is built on a series of key performance indicators (KPIs) that reflect management best practices in the area of contact center efficiency, It presents managers, supervisors, and agents with personalized dashboards of metrics with trending and analysis tools that show agent productivity and shrinkage, identify compliance issues, and provide a host of other measures essential to optimizing the day-to-day operation of your contact center. Aspect eWorkforce Management Analyze is a ready-to-run solution that can be implemented in less than a day. It offers a quick return on investment, and ensures that you are aligning your contact center performance with business goals. |
| Aspect eWorkforce Management is a scalable solution utilizing industry standard hardware and software and integrates with all leading ACDs and predictive dialers to reduce complexity and operational costs. As the market-leading workforce management Aspect eWorkforce Management Allocate provides all of the functionality of Aspect eWorkforce Management Core but with a complete network perspective, regardless of the number of agents, the number of sites, or the way you choose to share the contacts. It can be used as a single point for viewing information and monitoring performance across your multisite network. It also allows for decision-making at individual sites. Your managers can also view site information on either a consolidated or an independent basis. |
| Encompass enables customers to monitor the performance of all their agents, including those managed by outsourcing partners, without actually managing those agents. Encompass automates the exchange of data between one or more outsourcers and their client companies in order to help |
| Because workforce management data is central to managing your staffing operations, Aspect eWorkforce Management allows you to integrate data seamlessly with other key contact center applications to realize greater efficiency and effectiveness across your operations and increase the return on your software investment. In addition to providing out-of-the-box integrations with all major ACDs, the product also offers a software developers kit (SDK) to deliver an enhanced way of integrating to other applications, such as with e-learning and quality monitoring applications, to optimize the scheduling of agents’ specific e-learning and quality monitoring events. |
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