Contact Center Solutions Featured Article

The PerformanceEdge Group of Aspect Software has announced that its customer, ANWB (Royal Dutch’s Roadside Assistance Service), is implementing the workforce management capabilities of PerformanceEdge in its two contact centers.


Customers of ANWB rely heavily on the company’s contact centers for areas such as emergencies, foreign support, commercial issues, publishing, travel operations, legal advice and insurance.

The workforce management capabilities of PerformanceEdge are designed to enable ANWB to better plan and manage the performance of its inbound, blended and outbound staff.

ANWB conducted an extensive independent evaluation to best determine which workforce management product on the market would best suit the company and its needs. Aspect eWorkforce Management from PerformanceEdge was selected due to the Aspect Software reputation and the product’s multichannel and multilingual capabilities.

The eWorkforce Management solution can also enable ANWB to improve the efficiency and productivity of its contact center employees. The solution can also help to meet the business’s needs in the most flexible way.

"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 Wednesday statement.

 

"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 centers and its emergency centre."

The new ANWB emergency center has been established in two locations to form one virtual integrated organization that includes the Assen operation that fields all emergency aid questions; and the Hague operation, which provides vehicle assistance and person assistance.

Both locations will administer Aspect eWorkforce Management™ by five planning and forecasting specialists and roughly 25 supervisors. All employees will also be able to access the system to control their own schedule preferences.

Newtel Essence, a wholly owned subsidiary of KPN, is executing the implementation, which is expected to be complete in the first trimester of 2008.

PerformanceEdge combines workforce management, performance management, quality management, and campaign management, as well as coaching and eLearning to enable organizations to holistically respond to changing business conditions.

Workforce management is one of the most beneficial, yet underused technologies available for the contact center. ANWB is taking a strategic approach to its contact center management by implementing such solutions to ensure that its centers are optimized. By relying on such a solution from Aspect, the company can be assured they are supported by market proven expertise that will lend to its success.

 

Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.

 

 

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