Hit your desired service level, each and every time!

The RIGHT AGENT with the RIGHT EXPERTISE, available at the RIGHT TIME, across all channels and shifts

Accurately and easily forecast staffing requirements across all customer-facing inbound, outbound, blended and back office resources

Workforce Management software solutions for contact centers take skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives into consideration to ensure that your contact center is staffed with the perfect amount of agents with the right skills to respond to customer inquiries as interaction volumes ebb and flow throughout the day, week and month.

Plus, with easy-to-use tools and advanced features, agents can manage their scheduling needs through sequential shift bids and schedule trades.

We’re a 20 year trusted Aspect partner.

Working alongside our SSA Solutions Workforce Management division, your contact center benefits from 20 years of personalized WFM solutions and services that deliver:

  • Improved sales-per-hour ratios, dollars collected, customer retention and other KPIs
  • Improved back office productivity
  • Optimally staffed agents across all contact center channels
  • Ability to evaluate multiple staffing scenarios with powerful “what-if” analysis
  • Multi-skill forecasting and scheduling
  • Schedules based on employee preferences, shift templates, work/equity rules
  • Accurate intra-day adjustments that improve list penetration and effectiveness rates
  • Optimize meetings, training and other off-phone activities
  • Maximize occupancy and minimize over/under resource utilization
  • Cut staffing costs while maintaining or even improving response times

An omnichannel marketplace requires a tailored Workforce Management solution

Forecast, plan and schedule with a real-time management tool that ensures every employee and supervisor is productive, engaged and delivering an exceptional customer experience at the lowest cost