Call Center Workforce Management Reaches Out

Aspect Software expanded its Aspect eWorkforce Management-Perform application, designed to help call center managers handle scheduling for live agents based on call volume and individual skill sets and availability.

The Perform module has been updated to support French, German, Spanish, Korean, Japanese, and Chinese. It also provides localization of online support help for the core Aspect eWorkforce Management solution, which means that contact center managers who click on the help button in the software will receive assistance in their preferred languages. Prior to this release, supervisors using the Perform module were limited to English.

The Aspect eWorkforce Management-Perform module also reports on agent performance and productivity history and provides real-time visibility into these metrics. The Perform feature gathers adherence and productivity data that lets companies compare agent status to objectives and goals. "The incorporation of support for multiple languages - including help in the agent's preferred language - is a valuable addition to the Perform module," says Judith Markowitz, president, J. Markowitz, Consultants. "It makes this version of Perform truly international which was not the case in the earlier versions."

"This release of Aspect eWorkforce Management enhances a key piece of the industry-leading workforce management solution for Aspect Software customers and prospects in Europe, Latin America and the Asia- Pacific regions," explains Brett Williams, senior product manager at Aspect Software. "Now that the Aspect eWorkforce Management Perform module is available in different languages, contact centers all over the world can better understand how agents are performing, both historically and in real time, to ensure agents are at peak productivity, ultimately improving their performance and the customer experience."

Aspect eWorkforce Management-Perform can also assist in the planning phases for IVRs and speech applications by enabling an enterprise to model the service level goals that a particular staffing level can support. "Customers can choose to handle additional calls or improve service levels by adding more agents or driving more calls through self-service," Williams says.