1Charter's contact centers are multi-vendor operations, standardized on ACDs from one vendor, quality-monitoring solutions from another and an IVR system from a third.To help its managers efficiently schedule and staff hundreds of agents, Charter uses Aspect EQ Workforce Management.
3The combined solution provides the high level of reliability, scalability and ease of deployment required to help Charter maintain its competitive advantage.
Charter deployed the complete software suite of Aspect EQ Workforce Management.
5Using the Aspect EQ Workforce Management Perform module enables supervisors to track agent activity in real-time and compare it to schedules. It also provides reports for evaluating and enhancing agent performance.
It also provides reports for evaluating and enhancing agent performance.