Contact Center Solutions Featured Article

Who is the workforce management professional of the year? (I'll bet you didn't know there was such a thing.) But there is, it's a considerable honor, and it has been bestowed upon Adelina Petrov, director of sales and operations analysis at International Cruise & Excursions (ICE). Adelina was chosen to as the recipient of the 2008 Workforce Management Professional of the Year Award by the Society of Workforce Planning Professionals (SWPP). The award recognizes a workforce management professional who has shown outstanding leadership in the industry. Petrov received the honor at the 2008 SWPP Annual Conference on March 27, 2008 in Nashville, Tenn.

Petrov won the award for successful workforce planning and the implementation of Aspect's PerformanceEdge workforce management capabilities. Petrov made it a top priority to educate the business and financial decision makers at ICE on the value of workforce management strategies and tools, detailing how measuring and improving workforce metrics would translate into reduced costs and increased revenue. Her efforts resulted in the implementation of Aspect eWorkforce Management with its Analyze II performance management package, enabling the company to improve productivity and save $2.5 million dollars in the first year.

 

Aspect's PerformanceEdge combines workforce management, recording and quality management, performance management, campaign management, and coaching and e-learning to better enable organizations to holistically respond to changing business conditions. The PerformanceEdge applications interoperate to help contact center managers consider everything and act immediately. Inbound, outbound and blended contact centers are better able to control costs, enhance service levels, align performance with strategic goals, and extend those benefits into the enterprise.

 

“PerformanceEdge has received several industry awards, yet it is an even greater pleasure to see our customer praised by the industry for having the foresight to recognize that a robust workforce management tool and a solid performance optimization strategy are necessary to achieve higher revenue, lower costs, and ultimately improve customer satisfaction,” said Bob Kelly, vice president, PerformanceEdge Group at Aspect Software. “Advanced forecasting, scheduling as well as agent empowerment and performance management are critical to every contact center’s optimization strategy. Adelina and the ICE contact center demonstrate that this strategy works and results in improved business results with an excellent return on investment.”