Contact Center Solutions Featured Article

Aspect Software Recognizes the Real Customer Service Gems

April 03, 2018

Aspect Software announced the GEM (Going the Extra Mile) Award geared toward rewarding exceptional customer service agents who over exceed on expectations. The inaugural winners of the GEM Award are as follows: Andy Johnston, Contact System Analyst at Arvest Bank and Ross Cloud, Systems Development Analyst at Southwest Airlines; Johnston and Cloud were chosen by the Aspect Software User Group Association (ASUGA).

“From our intuitively designed UI and our industry-leading workforce management software, Aspect has long been at the forefront of customer service agent experience and engagement,” said Tim Dreyer, Senior Director of Public, Analyst Relations at Aspect. “The GEM Award is all about the willingness to go the extra mile and these peer-nominated agents truly embody the award’s mission of going above and beyond. We are thrilled to recognize these two exceptional brand ambassadors for their drive to better service customers, innovate processes, and help their colleagues while using our solutions.”

How did Andy Johnston and Ross Cloud stand out among the competition? Johnston’s work on the contact center front-end script helped lower calls to live reps by 15 percent. As for Cloud, he worked tightly with Aspect during Southwest’s version upgrade cutover to troubleshoot and isolate issues. By doing this, Cloud saved time while avoiding excess stress and effort.

Through GEM, organizations are given a chance to recognize and award front and back-end employees by sharing stories of creativity, innovation, dedication, and ability to deliver superior service to customers.

“ASUGA is proud to be part of the Aspect GEM Award program. As you can see from our first two winners, there are many awesome Aspect users who are going the extra mile and we are excited to recognize and reward them,” said ASUGA President and CEO, Ric Wilson.

Cloud and Johnston will receive the award at Aspect’s annual Customer Experience event, ACE, held in Las Vegas at the end of April. 

Edited by Maurice Nagle