Workforce Management

Aspect® Workforce Management provides comprehensive planning and tracking across customer service, collections and back office organizations

 

Product Capabilities

​Aspect Workforce Management delivers seamless enterprise engagement through advanced forecasting, scheduling, tracking, adherence monitoring, and seat planning capabilities. In addition, the system allows agents to manage their own schedules within a set of pre-defined rules that ensure customer commitments are maintained. Enabled with unified communications (UC), Aspect Workforce Management improves employee productivity by uniting with Aspect's interaction management platform to route tasks to available agents using workflow capabilities.

Aspect Workforce Management allows you to:

  • Reduce the number of employees required to service customers by 10% to 40% through improved forecasting and optimized schedules.
  • Improve employee productivity by 20% through better schedule adherence.
  • Reduce time spent managing schedules through employee schedule self-service.
  • Increase seat utilization and decrease real estate costs through better seat management.
  • Improve analyst productivity through UC enablement.
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