| || |
| || |
Aspect Supports Growth of Virtual Contact Center Agents with a New Release of Workforce Management 7
· Addresses companies’ growing deployment of virtual agents and enhances employee working environments with streamlined scheduling · Improves customer service levels by 20 to 30 percent
Date: 10/30/2012, Chelmsford, Massachusetts
|Share this CRMAdvocate Story
Aspect Software, a leading provider of customer contact and enterprise workforce optimization, today announced the launch of Workforce Management 7.5, an advanced, integrated workforce management product and the newest iteration of the Workforce Management 7 platform. Workforce Management 7.5 helps companies improve the customer experience by creating a better and more streamlined work environment for contact center agents and better control over interaction outcomes for supervisors which in turn deliver improved consumer interactions.
“Workforce management solutions have always been critical for the success of large and complex contact center operating environments. Increasingly, they are also being used to simplify management of multi-national and multi-site dispersed agents, including at-home workers, in contact centers and support organizations of all sizes,” says Donna Fluss, DMG Consulting president and contact center industry analyst. “The use of home-based agents gives organizations access to a much broader talent pool or resources. It also introduces new challenges that require next generation technologies, including workforce management solutions that have been optimized to address these opportunities.”
According to a commissioned study conducted by Forrester Consulting on behalf of Aspect, technology plays a large part in delivering these customer experiences: 73% of survey respondents view technology as playing a large to very large role in their customer experience strategy. Equally important is the alignment of a company’s contact center strategy with a company’s customer experience strategy. Nearly half of the survey respondents say that their contact center strategy is the cornerstone of their customer experience strategy.
The working environment of contact center agents becomes critical then as it directly correlates with customer service levels. Workforce Management 7.5 improves upon Aspect’s WFM platform by offering self-service shift bidding coupled with features for supervisors to use shift bidding approval strategies to incentivize top performers. Not only does this provide more flexibility for at-home agents who have unique scheduling requirements, it also provides the ability to reward and recognize agent achievements.
“Agents love our at-home agent program because they can focus on the needs of the customer without the distractions found in a busy contact center,” says Seth Ettwein, Manager Call Center Work Force Planning, Alaska Airlines. “Aspect Workforce Management allows our management team to focus more on training, problem solving, and delivering the best customer service possible, instead of spending a large portion of their time on schedules and hours, and communicating across multiple work sites.”
Aspect’s WFM solution enables flexible work streams and processes, and seamlessly works with existing technologies. Aspect customers have realized improved customer service levels by approximately 20-30 percent and reduced agent labor and operational costs by around 16%. Workforce Management 7.5 integrates easily with virtually any contact center’s interaction management infrastructure. For Aspect Unified IP 7.1 (Tiger Shark) users, it can also lower the total cost of ownership with features such as automatic prerequisite software delivery, more robust patching capabilities and streamlined silent installation that reduce deployment time and resources.
“As a market leader in workforce management solutions, the enhancements to the Workforce Management 7 family allow us to continue offering flexible, enterprise-wide technologies for next-generation customer contact while addressing the evolving needs of our customers,” says Spence Mallder, senior vice president, general manager of the Workforce Optimization division and chief technology officer at Aspect. “With the recent release of Unified IP 7.1 (Tiger Shark) and this release of Workforce Management 7.5, Aspect is providing our customers with the tools to offer exceptional customer experiences.”
Workforce Management 7.5 offers additional enhanced features that address other challenges facing contact center managers, including:
· Expanded intraday shrinkage analysis: Remotely analyze intraday shrinkage at any time to determine if agents are working as expected and calculate statistics and allocate intraday performance forecasts in one operation.
· Dynamic Productivity Analysis: Reveal agent trends across time and teams with a new dynamic analysis view of agent productivity information, providing a better understanding of what is not working through root cause analysis.
· Supervisor mobility: Manage workforce from anywhere with easy integration with Aspect Workforce Mobile™, a customizable mobile application for supervisors and managers that provides immediate access to both Aspect Unified IP and Aspect Workforce Management systems via a mobile device.
Workforce Management 7.5 is available globally. More information about Workforce Management 7.5 is available at Aspect Workforce Management 7.5.
Join Aspect and Alaska Airlines to learn the benefits of a virtual workforce in the webinar: Making Customer Service Soar: Optimizing a Virtual Workforce on November 20, 2012. For information or to register, visit Aspect Workforce Management 7.5 Webcast (go.aspect.com/WFM75Webinar/Registration).
Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise. For more information, visit www.aspect.com.