It is already on the market, with the help of Aspect Software, Aspect EQ, also known as Aspect Engagement Quotient, as WFO version 8.1. This product, manufactured by the company providing integrated solutions for managing the interaction with the customer, optimizing the workforce, and the back office, including improvements in the management of the workforce Aspect EQ, EQ Recordings Aspect, Aspect Quality Monitoring EQ and EQ Aspect Performance Management.
Aspect EQ is the central component of the Aspect WFO suite, to which you can add new software capabilities to meet changing needs business, and in the opinion of Mike Bourke, senior vice president and general manager of WFO-Aspect, “customer engagement and employee are increasingly important to organizations today and WFO suite Aspect topics is key to allow better participation throughout the entire company. “
” Our new Aspect EQ WFO suite, further aligns our offerings with the needs of our customers in the contact center and the back office, while creating logical and economical ways to upgrade, so customers can easily adapt to their changing needs. “
Aspect EQ platform centralizes all common and shared characteristics of the portfolio, including the recently modernized User Interface (UI), the shared databases, user management, claims-based authentication, a single login for all WFO platform, web services and more.
The version 8.1 includes many of the monitoring features included in the portfolio in a new UI WFO, based on widgets and icons. Improvements in the components of the solution include:
Managing Workforce Aspect EQ 8.1
This new version removes the technological barriers for supervisors with the new UI that includes features such as: multiple views of employee schedules, editing in planning schedules, viewing the balance between the hours the employee (including overtime), management applications schedule change, management of exchanges of schedule and information about agent productivity.
Performance Management Aspect EQ 8.1
The version 8.1 includes many improvements in reporting, including the ability to summarize complex data into simple pivot tables that can be shared by administrators to the entire population of the contact center. Intraday reports now include new data from external sources at regular intervals just 15 minutes throughout the day, and new features hiding data allow administrators to select the data to be displayed or hidden agents in counseling , performance dashboards and performance reports, depending on your access rights.
Quality Management Aspect EQ 8.1
The new version makes it easier for agents to find possible areas of improvement in the customer experience, making the evaluation process is transparent. Agents and supervisors may be added and then edit a specific interaction associated with either voice channels or other evaluation screen. Furthermore, agents and supervisors can attach digital documents to provide additional information on the assessment and insert written comments to highlight worthy talking points. You can also find previous interactions through improvements in the search criteria and filter groups expanded as a team, agent or other.
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