Aspect
eWorkforce Management Empower makes managing simpler and improves employee
satisfaction by enabling call centers to: Completely automate complex and
time-consuming schedule changes Empower agents to manage their own schedules
Improve communications between agents and managers Free managers from the manual
change notification process The best way to boost employee morale and reduce
costly agent turnover is to empower contact center agents to control their own
schedules and to give them easy access to information regarding their work.
eSchedule Planner Aspect eSchedule planner automates the complicated management
of agent schedules and at the same time serves the scheduling needs of contact
center agents. It allows employees to make changes to their schedules within
parameters that contact center managers control. This automated module for
Aspect eWorkforce Management is Web- and IVR client-based and protects managers
from busywork and interruptions while enabling agents to control their own
schedules. Employees can make schedule requests from Web browsers, telephones,
or mobile phones. Requests go into a queue, where they are processed in the
order they are received. The system confirms or denies each request based on
rules that contact center managers define. Managers can override results if
necessary. Agents can view both the contact center's available vacation dates
and their own schedules, making it easy for them to balance work requirements
and private commitments. Easy-to-use Web and IVR interfaces ensure that agents
make their requests quickly and accurately. Download the Aspect eSchedule
Planner data sheet Notification Server With the frequent schedule adjustments
necessary in contact center management, one of the most tedious manual tasks is
notifying affected staff about scheduling changes. Aspect eWorkforce Management
Notification Server simplifies and automates this communication process.
Notification Server automatically alerts contact center managers when schedule
changes are necessary due to unexpected changes in call volume. Then it
automatically notifies agents of schedule changes that managers have entered.
Managers no longer need to make telephone calls, type and send e-mail
notifications, print and post reports, or walk through the contact center
personally notifying employees of schedule changes. Notifications take the form
of SMTP messages that can be displayed by e-mail applications, cell phones, WAP
devices, and text pagers, so managers and agents receive them whether they are
at their workstations or not.