Productive Workforce for Aspect eWorkforce Management

Unified Communications Application Productive Workforce™ for Aspect® eWorkforce Management™ Users . As an Aspect eWorkforce Management user, you know that 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. Yet, managing for optimal business results can be difficult for contact center managers. Productive Workforce for Aspect eWorkforce Management is a unified communications (UC) application for the contact center that unites performance and quality management to reduce the cost per customer interaction and improve customer experience. Whether your contact center is centralized or distributed, Productive Workforce for Aspect eWorkforce Management 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. . © 2009 Aspect Software, Inc. All Rights Reserved. PRODUCTIVE WORKFORCE™ FOR ASPECT® eWORKFORCE MANAGEMENT™ USERS Automated Tools Improve Quality and Quality score information can also be used to Performance Highlights gauge which employees should receive training To improve customer satisfaction and agent and when. Workforce management can then — Provide automated tools performance, Productive Workforce™ provides schedule employees for specific training and to improve quality and integrated recording, quality management, coaching sessions at the right time based on performance. customer surveys and robust reporting to employee availability, as well as manager and streamline agent quality evaluations. Reports trainer/educator availability. Those with lower — Reduce costs and improve include links to actual recordings for accurate average quality scores might need additional customer experience. . insight into each interaction and best-in-class training on a more frequent basis than higher recordings can be stored and distributed to — Optimize efficiency through performers. This will ensure that those agents for coaching and training purposes. targeted performance employees who need the training will receive it feedback. This enables you to uncover reasons for at the right times and in the appropriate doses, performance shortfalls, increase agent while those who may not require as much — Align performance at all levels performance with coaching workflows training will not be unnecessarily overloaded. of the organization. and reduce the complexity and cost of Agents can review colleagues’ best-in-class implementation. interaction recording examples for coaching and training purposes. Recordings can be By providing 100 percent call recording, Capabilities Productive Workforce™ for Aspect® eWorkforce downloaded, formatted into eLearning sessions Management™ helps you pinpoint the most and distributed to agents to demonstrate best- — Identify areas for individual appropriate customer interactions to record in-class customer interactions. All of these agent improvement and and evaluate improvements to people and built-in capabilities help your agents observe initiate a consistent coaching how to deliver a great customer experience, process. processes. enabling them to apply new skills immediately Included workforce and quality management and ensuing they are truly an extension of your — Analyze and report on the provide a powerful return on investment content, context, purpose and corporate culture and branding. and offer greater efficiencies when used outcome of targeted recorded conversations. in conjunction with one another. These Optimize Efficiency through Targeted capabilities add more value in facilitating day- Performance Feedback — Utilize voice and desktop to-day workflow processes. For instance, quality Productive Workforce for Aspect eWorkforce recordings as best practice scores can automatically be sent to workforce Management provides performance training tools. management to gain benefits, such as using the management capabilities that help analyze score to help manage your workforce schedule workforce and operational performance — Synchronize agent assignments and providing agents that have statistics, while providing coaching capabilities administration across high customer satisfaction ratings with more to improve problem areas. It helps enable applications to reduce desirable schedules. Another example would be contact centers to take more focused actions supervisory overhead. . balancing shift schedules using scores to ensure that improve workforce performance for greater an appropriate skill level mix is present during alignment with the company’s overall business each shift. goals. Quality management lets you easily evaluate Working in conjunction with the workforce agent effectiveness so that you can identify management components, it provides top performers for recognition and provide your entire contact center staff with easily coaching for lower performers. The solution understandable views of operational empowers agents to improve their efficiency performance to help focus their efforts on by allowing them to view evaluation forms, key business metrics that will drive strategic hear recorded calls and view screens, as well as customer experience success. receive coaching feedback on specific customer The application enables your supervisors and interactions all from one easy-to-use interface. managers to analyze the data, uncover agent performance shortfalls, and make adjustments to targets and objectives in ways that make the entire contact center more effective. It also allows supervisors to put specific corrective measures in place, such as one-on-one coaching sessions or targeted eLearning or instructor-lead training. 2 Unified Communications Application Productive Workforce™ for Aspect® eWorkforce Management™ Users © 2009 Aspect Software, Inc. All Rights Reserved. PRODUCTIVE WORKFORCE™ FOR ASPECT® eWORKFORCE MANAGEMENT™ USERS Your staff can view the information that most Consolidated interaction history provides directly affects contact center performance. the basis for proactive decision-making and “PerformanceEdge is a great It consolidates data from your workforce strategic planning. This allows you to consider tool for optimizing agent management, quality management and ACD all aspects of your contact center operations— schedules and forecasting call into a single, focused view for analyzing agent including what’s happened in the past, what’s volumes. We count on Aspect performance.