Contact Center Solutions Featured Article

If there is time to ever deploy performance optimization tools this is it. Satisfying the twin needs to improve efficiency to cut costs and to retain and grow customers to obtain more revenues, or at least not lose them is critical for organizations’ survival in these troubled times.

 

Aspect through its PerformanceEdge Group could not pick therefore a better, more opportune time to make available the enhanced PerformanceEdge workforce management capabilities through Aspect eWorkforce Management 7.2. Here are the highlights:

 

--The Reserve enhancement package, designed for scheduling physical positions for contact center agents and back-office staff, enables users to maximize existing workstations, as well as training room facilities, and with this their real estate footprint, thereby reducing costs.

 

Reserve does this by automating the seat planning process by matching up the right seats with the appropriate agents i.e. hot-desking. Organizations can easily assign seats across teams, floors, sites and facilities.

 

The savings can be significant. My book, Designing the Best Call Center for Your Business (2nd Edition) cites a study by AgilQuest that reports that anywhere from 15 percent to as high as 50 percent of expensive contact center space is underutilized thanks to vacations, sick days, training, and travel.

 

--Customer-requested enhancements including extended scheduling and assignment features, and enhanced synchronization with other PerformanceEdge capabilities. Also additional eSchedule Planner improvements that provide agents with a new, graphical view of schedules and also offer administrators more flexibility

 

 “Aspect continues to push the performance optimization envelope with innovative applications that address a clearly defined and identifiable problem,” says Paul Stockford, president and chief analyst, SaddleTree Research, Inc. “Aspect eWorkforce Management offers benefits that will bring value to organizations through new capabilities that creates increased synchronization and cost-savings that will come from freeing staff of the time-consuming manual tasks associated with seat assignment software. Aspect has created a solution that is sure to get the attention of even the most recession-weary financial manager.”

 

 “In today’s economic environment, companies are looking for ways to lower costs while still optimizing their contact center operations and delivering a positive customer experience,” adds Bob Kelly, vice president of the PerformanceEdge Group, Aspect.

 

“Businesses have learned that every dollar counts in a volatile economy. The latest enhancements to our performance optimization portfolio are going to help these organizations maximize their resources and truly gain a competitive advantage.”