Ric understands the value of customer retention and what it takes to deliver business value and therefore constantly goes the extra mile when he is assisting customers. Using customer data, Ric has worked closely with their operations team to identify areas of improvement and development. He was able to guide the business to put corrective measures in place to resolves legacy issues. With targeted training, they are now effectively utilizing Aspect’s WFM solutions and achieving higher service levels. With another major customer from the insurance industry, he has just completed a WFM upgrade from 8.2 to 18.2. With Ric’s guidance the upgrade went smoothly and the customer is now utilizing the new features to manage their business effectively. Currently, Ric is working closely with a major customer to upgrade and convert their WFM system from 30 to 15 minute intervals and set up their system from scratch. Customers frequently ask Ric for his assistance and guidance in applying WFM system methodologies to manage their business processes and workforce since he is always willing to share his experiences with them to help them improve their operations.