Productive Workforce

Unified Communications Application Productive Workforce™ Whether you’re servicing customers, selling products and services, or collecting debt, your . success depends on people, processes and applications working together to get the best results. Customers expect contact centers to deliver service that is dependable and accurate with knowledgeable and courteous employees that convey confidence in their ability to resolve inquiries.1 Balancing these customer expectations against the reality of the bottom line, and delivering on the brand promise of the organization, are critical for contact centers today. Productive Workforce is a unified communications (UC) application for the contact center that unites workforce management, performance management, and quality management to reduce the cost per customer interaction and improve the customer experience. Whether your contact center is centralized or distributed, Productive Workforce readily integrates with virtually any automatic call distributor (ACD) or dialer and brings your business rules, hard-learned best practices and administration into a centrally managed platform. 1 2007 Aspect Contact Center Satisfaction Index™. Leo J. Shapiro and Associates. . © 2009 Aspect Software, Inc. All Rights Reserved. PRODUCTIVE WORKFORCE™ Reduce Costs by Aligning Staffing These capabilities allow you to: with Calling Patterns Highlights Managing a contact center workforce is no • Reduce the number of staff required to meet — Reduce costs by aligning simple matter, and adding in the complexities of goals by forecasting the periods of highest staffing with calling patterns. customer service, telemarketing or collections inbound activity with unparalleled accuracy— business processes makes the task more to cost-effectively staff your center and — Improve quality and difficult. Included workforce management maximize revenue and efficiency. performance with assures you have the right agents, with the • Respond to unexpected events by conducting automatic tools. . right skills, at the right time to satisfy customer a quick scenario analysis, which can advise needs while making goal-driven staffing — Optimize efficiency through you of the impact of removing or adding targeted performance adjustments, within defined time periods, agents to the phone on an intra-day basis. feedback. across multiple locations or workgroups to Maintaining the right number of agents to improve your business processes. — Align performance at all levels meet your inbound and blended demand is just The workforce management capabilities of one component of managing your workforce of the organization. Productive Workforce™ help contact centers resources. You also need to evaluate and and back office operations around the world empower employees to ensure you are getting reduce hiring and administrative costs, the most from your staff. maximize agent productivity and retention, Capabilities Productive Workforce provides tools and and increase customer satisfaction and tracking mechanisms that allow you to — Staff the right agents, with the revenues, helping drive top- and bottom-line right skills, at the right time to empower your agents to manage their improvements in your customer service, sales reduce staffing costs. own schedules, while also tracking agent and telemarketing operations. performance. Real-time schedule adherence — Provide agent performance Productive Workforce provides essential tools and reports on agent performance and feedback and empower workforce management forecasting, scheduling productivity ensure you’re staffing to the plan them to manage their own and tracking functionality for single-skill, you put in place, as well as identifying agents schedules. multiskill, and multichannel contact center or work groups who are the most or least environments. The solution includes flexible, productive. — Identify areas for individual robust strategic planning that enables you agent improvement and Agent empowerment enables agents to manage initiate a consistent coaching to evaluate multiple staffing scenarios their own schedules via Web-based agent process. to determine optimal staff and resource self-service tools. It allows agents to bid on requirements for your inbound and blended shifts and request schedule changes - such — Analyze and report on the operations. as vacation and overtime - within controlled content, context, purpose and To make the most accurate forecasts and parameters you define, so you can balance outcome of targeted recorded schedules possible, Productive Workforce conversations. business needs with those of your employees to . takes into account all pertinent data, including boost morale and retention. It also streamlines — Utilize voice and desktop historical contact volumes, seasonal patterns, and automates schedule changes and recordings as best practice campaign completion rates and holiday notifications via email or screen pop to reduce training tools. variations. Using an exponentially weighted administrative costs and increase supervisor moving average, the forecasting model merges efficiency. — Synchronize agent historical data with current data. administration across The end result of better workforce planning applications to reduce What-if scenarios can be created to experiment is the ability to deliver an improved customer supervisory overhead. between different forecasting, staffing and experience, more satisfied agents and higher scheduling plans, giving you the flexibility to retention. account for planned and unplanned events. It translates contact volume and staffing requirements into their associated costs, making financial planning easier, faster, and more accurate. 2 Unified Communications Application Productive Workforce™ © 2009 Aspect Software, Inc. All Rights Reserved.