Testimonial Rating

Aspect Workforce Management gives us really good visibility of what’s going on in the contact centre. It enables us to closely manage intraday performance and make changes to improve performance. In particular, the Perform and Empower modules have had a major impact. Perform enables us to see real-time variations and exceptions in the resource plan as they happen (rather than after), helping us to improve Real Time Adherence, compliance, utilisation of FTEs and agent productivity - and consequently reduce headcount. Empower has also played a key role by empowering our employees to ensure they get their vestment and breaks at the best time for customers and for them. Overall, workforce planning is more efficient, service quality has improved, and costs have fallen.

Testimonial Rating

Aspect’s technicians stuck around as long as necessary in order to make sure that our staff had the right training and were up to speed.

Testimonial Rating

Home Shop18 was looking for solutions that could offer seamless coordination between the enterprise and the contact centre and we chose Aspect which has helped us deliver this.

Testimonial Rating

Back-office tasks are 25 percent of our business. With Aspect Workforce Management, we are able to calculate exact requirements to follow the intraday call distribution and cover typical peaks in adherence to our clients’ service levels. We are also able to increase efficiency by automatically scheduling employees to handle back-office tasks or any other type of work with higher service levels during times of the day with lower call volumes.