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Workforce Management from PerformanceEdge, helps contact centers and back office operations around the world reduce hiring and administrative costs, maximize agent productivity and retention and increase customer satisfaction and revenues—helping drive top- and bottom-line improvements in your customer service, collections, and sales and telemarketing operations. The application also helps automate the workforce planning process for back office operations by reducing the number of staff required to complete tasks and increase the overall performance of your back office operations. PerformanceEdge for the Back Office helps accurately plan and forecast staff based upon skills, availability and preferences and work volumes and ensure schedule adherence.
Aspect® eWorkforce Management™ optimizes contact center workforce performance with its core functionality that accurately forecasts contact data, creates efficient agent schedules and tracks staffing performance for single, multi skilled, multi channel, and multi site enterprises. The fully integrated Enhancement Packages help you improve agent adherence and productivity, empower agents to manage their own schedules, fine-tune workforce performance, increase workstation utilization and simplify the management of multisite and outsourced operations across all of your business processes.
PerformanceEdge™ Job Match provides applicant screening capabilities that improve the agent selection and hiring process by identifying candidates with the best aptitudes and skills to increase recruiting efficiency, reduce attrition and improve new hire productivity. With its complete process and tool set, PerformanceEdge Job Match automates key steps of the selection process to eliminate wasted time screening and interviewing unqualified candidates, so you can hire the right agents and back office personnel from the start.
*Source - 2007 World Contact Center Workforce Management Systems Market Report, The Pelorus Group, March 2007
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