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WorkforceOS

The all-in-one Workforce Engagement Management platform

WorkforceOS is our all-in-one platform including Workforce™, the most powerful WEM solution on the market, plus our next-generation workforce experience to empower employees in their day-to-day.

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Included with WorkforceOS

Workforce

Forecasting, scheduling, and reporting to make your contact center more effective.

Workforce experience

beta

Our next-generation, intuitive interface designed with your workforce in mind.

Performance

Actionable data insights that help you drive your team to success.

Quality

Set and track goals across every touchpoint throughout the customer’s journey.

League

Invigorate your workplace with gamification—challenges, competitions, and prizes.

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Outcomes

Develop, define, and attain your business goals

Enhance employee engagement

Drive operational efficiency

Strengthen work culture

Ensure ideal staffing

Promote work-life balance

Manage workforces of all sizes

Maximize ROI

Customize your workforce solutions

Browse all outcomes

Outcomes

Enhance employee engagement

Drive operational efficiency

Strengthen work culture

Ensure ideal staffing

Promote work-life balance

Manage workforces of all sizes

Maximize ROI

Customize your workforce solutions

Resources

Company

Services

What is workforce optimization (WFO)?

Workforce optimization is a precursor strategy to WFM and WEM. WFO was developed in contact centers to optimize employee productivity, boost customer satisfaction, and reduce costs. Workforce optimization utilizes technologies and processes focused on workforce management, improved quality management, and enhanced performance management for the highest return on investment.

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What is workforce optimization (WFO) and how does it relate to WEM?

Related questions

What is workforce engagement management (WEM)?

Workforce engagement management puts the employee experiences at the center of providing optimal service to customers. WEM software refers to a set of tools focused on boosting employee engagement and satisfaction, ultimately minimizing turnover. These tools include gamification strategies that earn employee’s recognition and rewards, options to improve employee performance through evaluation and feedback, processes to streamline schedule and time management, and enhancements to reach individual and collective business goals through metrics.

What is workforce management (WFM)?

Workforce management is a business practice, team of people, and set of technology tools used to address the needs of a business, oftentimes a contact center. WFM includes technologies and practices that support the continuous cycle of workforce planning and execution. This typically includes forecasting, scheduling, tracking, adherence management, and employee self-service.

The most fundamental question in workforce management is, “how many workers do we need to efficiently cover a workload at an optimal cost?” In other words, having the right people at the right time, in the right place for the right cost. An additional consideration in WFM is making sure your employees have the right skills to provide the highest quality service to customers.

How does efficient workforce management help a contact center?

WFM software helps enable workforce team analysts forecast volumes and staff required to meet service optimization and cost optimization goals. Contact centers can schedule staff in compliance with company requirements, employee preferences, industry standards, and union requirements. Efficient workforce management promotes staffing efficiency while tracking performance, eliminating overstaffing and understaffing.

Aspect’s WEM platform also promotes employee efficiency by giving teams visibility into assigned work plans, performance goals, and feedback options to achieve those goals.

Why is Aspect back?

Aspect is being brought back to leverage its strong heritage and leadership in the contact center and workforce management industries. By focusing on what Aspect does best—innovating in workforce technology—we can better serve our customers and meet the evolving needs of the modern workforce.