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劳动力工具

平台

劳动力操作系统

多合一的员工敬业度管理平台

WorkforceOS 是我们的多合一平台，包括市场上最强大的 WEM 解决方案Workforce™，以及我们的下一代劳动力体验，可增强员工的日常工作能力。

查看劳动力工具概述

包含在 WorkforceOS 中

劳动力

预测、日程安排和报告，使您的联络中心更有效。

劳动力经验

测试版

我们的下一代直观界面专为您的员工而设计。

性能

切实可行的数据见解可帮助您推动团队走向成功。

质量

在整个客户旅程中设定和跟踪每个接触点的目标。

联盟

通过游戏化（挑战、竞赛和奖品）为您的工作场所注入活力。

探索WorkforceOS

成果

开发、定义和实现您的业务目标

Maximize ROI

Manage workforces of all sizes

Promote work-life balance

Ensure ideal staffing

Strengthen work culture

Drive operational efficiency

Enhance employee engagement

Customize your workforce solutions

浏览所有结果

成果

Maximize ROI

Manage workforces of all sizes

Promote work-life balance

Ensure ideal staffing

Strengthen work culture

Drive operational efficiency

Enhance employee engagement

Customize your workforce solutions

资源

公司

支持

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.

Futher reading

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.