Personnel account for 60 to 70 percent of the average multichannel contact centers
Expenses. While your staff represent the highest resource cost in managing your contact
center, as front-line representatives to your customers, they are also your most valuable
resource. Your competitiveness, revenue growth and profitability, and reputation all
depend on your ability to deliver consistent customer service in sync with your business
goals. When customers require personal attention, you want people with the right skills
in place at the right time, all the time.
Precision staffing in the contact center is more important than ever, especially when you have to
factor in multiple agent skills, contact channels and locations. That's why you need a workforce
management solution that increases efficiency, reduces costs, and maximizes your contact center's
effectiveness to help drive performance at every level of your customer service, collections, or sales
and telemarketing operation.
Aspect eWorkforce Management is an industry-leading solution for optimizing today's contact
center workforce performance. With a productive agent population, you can maximize profits and
customer satisfaction, reduce staffing costs and turnover, deliver superior customer service, and
improve contact center performance.
Based on acclaimed TCS technology, Aspect eWorkforce Management offers a solution for every
workforce management need, regardless of the type of center or the complexity of its environment.
It helps you forecast and plan more accurately, and schedule more effectively, to ensure that you
have the right number of agents, with the right skills, across locations, so your contact center runs
like clockwork.
Aspect eWorkforce Management also helps you fine-tune agent performance to increase
productivity, empower agents to reduce turnover and simplify your multisite and outsourced
operations to reduce costs. You're also able to gain insights into your center's overall performance to realize greater business goal alignment
Highlights
– Unique multi-skill architecture.
– Easy management and tracking of intra-day performance.
– Accurate forecasting across all channels.
– Valuable "what-if" scenarios for improved strategic planning.
– Automated browser- and IVR-based agent self service.
– Seamlessly integrates with ACDs and other contact center technologies.
Key Benefits
– Reduce staffing costs and agent turnover.
– Enhance the effectiveness of multisite operations.
– Empower agents and improve productivity.
– Improve contact center performance to align with business goals.
– Reduce the cost of managing outsourced agents.
– Increase ROI through integration.
– Maximize profits and increase customer satisfaction.
View product demos ( www.aspect.com/products/workforcemanagment/eworkforce/demos) |
