The Business Challenge: As the company continued to grow with seven locations and close to 1,500 agents, the contact center faced some challenges related to managing its agents more efficiently. The workforce management team used a variety of calculations that had to be manually entered into spreadsheets for analysis and consolidation. There was also a need to expand scheduling and forecasting capabilities and improve a process that was very time-consuming, especially for multiskill contact centers.
The Solution: After looking at three different vendors for workforce management capabilities, Aspect was ultimately selected. The company implemented Aspect Workforce Management, which delivers advanced forecasting, scheduling, tracking, adherence monitoring, and seat planning. In addition, the solution allows agents to manage their own schedules within a set of pre-defined rules that ensure customer commitments are maintained. Click here to read more on Workforce Analyst