The organization
A multinational leader in home appliance manufacturing and marketing, this company has driven innovation in the industry for more than a century. The company has nearly 60,000 employees, including almost 2,000 customer support agents in contact centers across the globe. Their contact center teams are tasked with providing customers with pre- and post-purchase support for a large portfolio of home appliance products.
Motivation for change
Over the years, this appliance company has explored various workforce management (WFM) options to implement in its contact centers. This included exploring no- to low-cost WFM solutions that turned out to be inefficient and time-consuming, often requiring excessive additional manual work to meet business needs. These solutions sometimes required upwards of 15 team members to complete tasks that could alternatively be automated.
The company needed a WFM option with automated solutions and extensive reporting capabilities. Additionally, they required a system that could simplify time management, including auto-approving time-off requests based on business needs and automatically maintaining attendance policies. Fulfilling these requirements was difficult, if not impossible, with other software options that were explored.
Why Aspect
The appliance company’s contact center team had previously used another version of Aspect WFM solutions and found its capabilities impressive and robust enough to meet business needs. Other options they considered were determined to be too limited and required more manpower to meet the company’s WFM requests. The new Aspect solutions they evaluated were powerful enough to surpass the limitations that the company found with other WFM options. The Aspect customer success team also answered the detailed questions and provided additional information that the company needed to improve its workforce management efforts. So, it was only natural to move forward with the new Aspect Workforce™.
“Aspect is leaps and bounds ahead of some of the other solutions we’ve seen. I chatted with a WFM expert with more than 25 years in the field when exploring solutions. She told me nothing so far has held a candle to Aspect.” – Senior Analyst, Global IT
The results
The company structured WFM solutions on a foundation of Aspect Workforce™ to efficiently meet their requirements and specifications. They used customizable tools to configure automated processes, including forecasting, reporting, and adherence metrics to meet unique WFM needs. The team could quickly visualize information in a meaningful way before making important business decisions using real-time metrics and advanced reporting capabilities. Contact center team members’ jobs were easier with these workforce solutions, which also provided overall time savings for the company. The company found that the Aspect Workforce™ was able to fill the crucial gaps they needed, providing easy integration into existing payroll systems and automation of processes that eliminated the need to spend excessive time on manual tasks or the need for extra labor.
“We don’t need extra manpower to handle WFM tasks, Aspect's automation of processes and integration into existing systems has filled the gaps for us.” – Senior Analyst, Global IT
The future
The company looks forward to continuing the unification and automation of its workforce management processes with Aspect Workforce™. They plan to improve report building, advance data visibility, and promote straightforward employee time management with upcoming enhancements on the Aspect Workforce roadmap.
