Inclusion of the Aspect Workforce Management solution has allowed the company to solve the manual workload of its planning teams and improve their performance.
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, and back-office solutions, has announced that it will work with the company Transcom, with the aim of lightening the manual workload of workers in the planning process.
This involves implementing the Aspect Workforce Management solution, which provides comprehensive planning and tracking across customer service, credit management and back office organisations.
This alliance brings a solution to the problem faced by Transcom’s general management for Business Support & Performance, which consisted of a loss of efficiency resulting from the huge manual workload of the workforce planning teams.
Aspect Workforce Management improves employee productivity by uniting with Aspect’s interaction management platform to route tasks to available agents using dynamic workflow capabilities.
Implementation of this tool has proved to be a great success, increasing the company’s efficiency and achieving automation of the whole planning process.
“The Aspect tool is very consistent and covers all the stages of the planning process: forecasting; staffing; scheduling; and tracking,” stresses Cristina MartÃnez, business support and performance manager for Transcom Iberia and Latin America.
Transcom also insists on the importance of support for maintenance of the tool provided by Aspect.
“A good support and maintenance team in the first stage of implementation of the solution is fundamental for correct use of the tool,” Cristina adds.
Transcom summarises as follows the principal benefits offered by this solution: greater efficiency in terms of work, accuracy of the data obtained, a complete view of daily work, greater objectivity when planning schedules and planning which takes into account the needs of the business and the preferences of the agents involved.