Focus on performance management at Customer Contact Planning 2012

Aspect will be addressing how organisations can deliver actionable information from understandable measurements within the contact centre, and not just reports, at this year’s Professional Planning Forum Conference on 23rd–24th April.

Visitors to Aspect’s stand will benefit from understanding how to effectively manage agent and expertise resources to optimise capacity and productivity at any time, to improve the customer experience and reduce overheads.

They will demonstrate how they have helped organisations to improve the effectiveness of workforce scheduling, resource planning and performance management and deliver a positive impact on decision-making as well as customer contact.

Mark King, Senior VP of Europe and Africa at Aspect, comments: “Performance management gives agents and managers a clearer overview of understandable measurements, which ensures a more efficient and more cost effective workforce, instead of high-level metrics which cannot be used to drive improvements.”

Delegates at the show will also discover how to deliver workforce optimisation strategies with Aspect’s unified communications application, Productive Workforce, to customers, enabling them to reduce the cost per interaction and improve the customer experience. Synchronising people, technology and processes with quality management, speech analytics, campaign management and e-learning, Aspect Productive Workforce ensures that every process step, bottleneck and decision point can be viewed holistically, providing contact centre managers with the power to plan for demand peaks and troughs and bring processes in line with business objectives.