Why You Need to Upgrade Your Aspect WFM System: Workforce Management Excellence, Part III

For decades, Aspect Workforce Management has been ranked among the top 3 solutions available on the market. Pelorus Associates recently published a report confirming that Aspect is, in fact, the #1 provider of workforce management systems world-wide. That distinguished award did not happen by accident.  …


Workforce Analyst Enhancements You Will Need by 2020: Workforce Management Excellence, Part II

Workforce management is an integral part of the agent’s work environment, but agents see only the end-result of a complex planning process managed by contact center workforce analysts. These experts are steeped in the nuances of forecasting models, workforce labor categories and expected labor shrinkage. …


5 Agent Engagement Enhancements You Must Have: Workforce Management Excellence, Part I

Workforce Management (WFM) is a bedrock technology upon which most contact centers have relied for years. But agent expectations are evolving. It’s time to rethink the workforce management software features you need to ensure high agent morale, productivity and quality.

The contact center agent population is …