Businesses can
achieve accurate, cost-effective contact center staffing by using Aspect
eWorkforce Management Core to: Forecast with amazing accuracy Schedule for
optimal performance Track actual performance and take quick corrective action
Efficiently manage agents in multiskill, multichannel contact centers Based on
industry-acclaimed TCS technology, Aspect eWorkforce Management reduces the
complexity of single-skill or multiskill staffing. It dramatically improves
response times, cuts expenses, and increases agent and operational efficiency.
Using historical data from all contact channels and employing sophisticated
mathematical models, Aspect eWorkforce Management can predict contact volumes,
average handle times, and more, automatically adjusting for seasonal variations.
It continually updates its forecasting model to provide the most accurate
predictions possible. Based on forecasts, shift templates, and employee
preferences, the unique optimizing scheduling system automatically creates
detailed schedules to make the right number of agents, with the right skills to
meet customer needs, available at any given time. Then it assigns these
schedules to agents, taking into consideration skills, experience, work
preferences, and other criteria.