The Aspect workforce optimization platform delivers workforce, quality and performance management, recording, surveying, coaching, eLearning and analytics to help you improve productivity and reduce costs in your front- and back-office operations.
(Click on the link to find out more each capability)
Workforce Management – determine the right mix of inbound, outbound, blended and back office resources, while optimizing enterprise experts with flexible forecasting, scheduling and tracking tools.
Quality Management – record and evaluate agent performance, capture customer feedback and leverage speech analytics to improve business processes, meet regulatory requirements, mitigate risk and improve employee performance.
Performance Management – empower agents to manage and improve their performance by ensuring they are focused on the most impactful key performance indicators (KPIs), providing scorecards, and automatically initiating alerts and coaching.