Aspect Communications, a leading provider of enterprise customer contact products, has announced that Garlands Call Centres has invested in Aspect eWorkforce Management software.
Aspect said that Garlands has improved the flexibility and efficiency of its workforce scheduling on one of its major client accounts by use of the new software.
The eWorkforce Managment software enables Garlands to accurately forecast the volume of future customer contacts and then efficiently schedule customer service advisors, with the right skills, to campaigns so that customers receive prompt service.
The software has also given Garlands’ advisors working on this client account greater control over their workday schedules, enabling them to view their own shifts and holidays and request changes to them.
If advisors need to take time off at short notice, for example, they can put in a request and automatically receive a response without supervisors and managers having to carry out complex manual resourcing calculations.
"While it is important that we are able to accurately forecast future demand and efficiently allocate people to campaigns, it is equally important that we give our advisors the opportunity to influence what goes on in the workplace," said Chey Garland, chief executive of Garlands Call Centres.