Workforce
Management
Call Center 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 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
- social media and others
- Forecast staffing requirements across all contact center 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
Keeping your Agents Fully Engaged!
- 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
Its workforce management interface was created specifically for the call center 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