Royal Dutch’s Roadside Assistance Service, ANWB, is reportedly expanding its use of Aspect’s PerformanceEdge workforce optimization software in its two contact centers. Specifically, ANWB is adding the workforce management piece of the comprehensive solution to handle the scheduling of its contact center personnel.
These contact centers serve ANWB customers by providing emergency roadside services as well as services related to foreign support, commercial issues, publishing, travel operations, legal advice and insurance. One of these centers, the Assen operation, fields all emergency aid questions, most of which are handled via telephone, some by fax, mail and, in the future, they will also be handled over the Web. Meanwhile the other center, the Hague operation, provides vehicle assistance and person assistance.
With the workforce management capability provided through PerformanceEdge, ANWB will be able to better plan and manage the performance of its inbound, blended and outbound staff. Additionally, contact center staff will benefit from the solution’s multi-channel (phone, email, web chat, IM, etc.) and multilingual capabilities.
“ANWB has been using Aspect Software products in its contact centers for quite some time and we are pleased they have chosen to expand their capabilities with us,” said David West, SVP Europe and Africa from Aspect Software, in a press release. “The workforce management functionality of PerformanceEdge plays a key role in ANWB’s initiative to streamline processes and optimize people and other resources at its in-country contact centres and its emergency centre.”
The system enables ANWB to have control over all aspects of workforce optimization across both locations via a web-based central interface. The system can be configured and maintained through this intuitive user interface. In addition, with the workforce management piece in place, all employees will be able to access the system to control their own schedule preferences. This, in turn, will go a long way to help empower the agents, which in turn will help boost job satisfaction and reduce employee turnover.
Newtel Essence, a wholly owned subsidiary of KPN, is handling the implementation, which is expected to be complete in the first trimester of 2008.
Aspect launched PerformanceEdge in September, claiming it to be the industry’s first contact center optimization suite designed to synchronize workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning in an effort to holistically improve business performance. With it, organizations are better able to control costs, enhance service levels and align contact center performance with strategic corporate goals.
"Both inbound and outbound focused contact centers are struggling to meet the growing demands of the consumer and the business due to a number of factors, including increasing transaction volumes, limited insight into real-time events, siloed systems requiring manual report compilation and too many technologies that don't support business process initiatives," said Bob Kelly, vice president, PerformanceEdge Group at Aspect Software, in a press release. "Now, for the first time, with PerformanceEdge, managers are able to tap into historical data, evaluate real-time intelligence and plan future scenarios to gain a complete, end-to-end view of contact center performance and, with the benefit of that information, take immediate action in the face of changing business conditions."
PerformanceEdge can be integrated with all leading ACDs, predictive dialers, CRM systems and other back office solutions to leverage a complete range of information about their company-customer interactions. Through the consolidation of agent performance, response times, average handle times, call recordings and campaign metrics, managers are able to make decisions that lead to better operational efficiency and agent effectiveness with optimal resources. The solution is positioned as quickly transforming results and metrics into actionable information, including forecasts, schedules and key performance indicators (KPIs) that can be leveraged by a diverse array of stakeholders in the contact center.
For more information, visit
www.aspect.com.
---------
Patrick Barnard is Assignment Editor for ContactCenterSolutions and Associate Editor for Customer Interaction Solutions magazine. To see more of his articles, please visit Patrick Barnard’s columnist page.
Mark your calendars! Internet Telephony Conference & EXPO — the first major IP
communications event of the year — is just days away. It’s not too late to register for the event, which takes place in Miami Beach, FL, January 23–25, 2008. The EXPO will feature three valuable days of exhibits, conferences and networking that you won’t want to miss. So what are you waiting for? Sign up now!
Don’t forget to check out ContactCenterSolutions’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.
Today’s featured White Paper is titled VoIP Doesn’t Require Any Phone Equipment Investment, brought to you by Accessline.