This ready-to-run solution for using contact center statistics to
optimize workforce performance: Cuts overhead costs Enables managers to make
quick, effective staff management decisions Gives supervisors and managers more
time to perform their core functions Helps agents understand and optimize their
own performance Reduces shrinkage, increases schedule adherence, and improves
productivity Aspect Performance Optimization for eWorkforce Management is an
out-of-the-box solution for analyzing performance statistics and taking focused
action that improves contact center performance. Working in conjunction with
Aspect eWorkforce Management software, it gives the entire contact center staff
easily comprehended views of contact center performance, allows them to analyze
the data and draw accurate conclusions, and lets supervisors and managers adjust
targets and objectives in ways that make the entire business more effective. Out
of the box, Aspect Performance Optimization puts timely and relevant information
at staff fingertips. Information appears on PC desktops in formats that enable
users to assess performance instantly. Statistics are selected and grouped
according to key performance indicators (KPIs) based on years of industry best
practices on the part of Aspect and its customers. Aspect Performance
Optimization offers four easy-to-use dashboards—agent, supervisor, manager, and
control desk staff—that give each user information, navigation, and
functionality tailored to the needs of his or her job. Managers can drill down
quickly and easily, looking at time periods, regions, sites, campaigns, groups,
and individual agents and pinpointing the root causes behind the statistics.
Managers, supervisors, and control desk staff can change target levels and
performance objectives for agents, groups, or the entire enterprise. Agents can
view their own performance statistics and take actions to improve. Aspect
Performance Optimization for eWorkforce Management is a ready-to-run solution
that can be implemented in less than a day. It offers a quick return on
investment, and it doesn't divert contact center staff from their core
responsibilities. To meet the needs of contact centers of various sizes in a
range of industries, Aspect Performance Optimization comes in Basic, Enhanced,
and Enterprise versions.