Overview
Best Buy’s contact center operations rely on a complex stack of tools to support agents, customers, and internal teams. As the team introduced a new ACD and continued to expand its technology footprint, Best Buy needed a partner that could not only keep pace with change but also help them squeeze more value out of their investments while protecting strict security standards.
Best Buy turned to Aspect as a flexible, configurable platform and a hands‑on partner to help them optimize day‑to‑day operations, reduce risk, and give agents more control over their work.
Company background
Best Buy is a leading consumer electronics retailer with a large, distributed contact center and support organization. Bill Harz, Product Manager, is responsible for the setup and maintenance of multiple products used across the operation, including Aspect. His team prioritizes updates and upgrades, sets guidelines for how tools are used, and ensures that the organization gets maximum value from its technology investments.
Challenges
Bill’s team is focused on “getting the most out of our products,” both financially and operationally. That meant:
- Ensuring existing tools were being fully utilized, rather than leaving value on the table.
- Finding better ways of doing things and removing roadblocks for end users, customers, and agents.
- Integrating a new ACD while meeting stringent security requirements and custom authentication protocols.
The team knew there were powerful capabilities in Aspect they were not yet using, and they needed guidance on best practices, as well as a partner who could help them move faster with less risk.
Why Aspect
Best Buy didn’t just need software. They needed a partner.
Bill describes working with Aspect as “a partnership,” with “general contacts” who collaborate closely with his team to find solutions to complex problems. Aspect stood out for its flexibility and ability to be tailored to Best Buy’s specific environment.
“If I had to say one word or one phrase to describe Aspect, I would probably say a powerful utility… The flexibility, customize‑ability is great.”
Solution
Working together, Best Buy and Aspect focused on three key areas:
- Secure integration with a new ACD
- Aspect partnered with Best Buy to integrate the new ACD into their environment.
- The teams worked together on “a lot of little technical backend tweaks” to implement the security protocols required by Best Buy’s security team.
- This included building in custom authentication methods and ensuring compliance with internal security standards.
- Guidance and best practices to unlock more value
- Bill notes that there are “lots of features in Aspect that we aren’t using fully that we could be using.”
- Aspect advises Best Buy on opportunities to improve how they use the platform, including:
- Teaching the team where there are gaps or misconfigurations.
- Sharing how other customers solve similar problems.
- Connecting Best Buy with peers who are trying to achieve the same outcomes.
- Empowering agents and improving their experience
- Best Buy uses Aspect to give agents more ownership over their schedules, reducing dependence on supervisors and scheduling teams.
- Agents can manage their own time in a way that is aligned with business rules, while enjoying a better day‑to‑day experience.
“Agents love to own their own schedule. So being able to do that without always having to talk to a supervisor or a scheduling team makes our agents happier. It’s a good experience for them.”
Results
With Aspect as a partner, Best Buy is:
- Reducing risk and complexity
- Aspect helped Best Buy “build security solutions” aligned to their custom authentication protocols and new ACD integration.
- The partnership reduced technical risk during a major platform change and ensured that required security controls were correctly implemented.
- Getting more value from existing tools
- By focusing on underused features and better ways of working, Bill’s team is “making sure we’re financially using our tools to the extent that they can be used” and identifying new opportunities they might have missed.
- Improving agent experience
- Giving agents more control over their schedules contributes to higher satisfaction and fewer operational roadblocks.
Partnership with Aspect
For Best Buy, Aspect is more than a vendor. The teams work “hand in hand” to solve problems and continuously improve.
“I would describe working with Aspect as a partnership… really working hand in hand to try and find solutions for our problems.”
Aspect supports Best Buy with:
- Proactive advice on how to configure and use the platform.
- Ideas drawn from other customers’ experiences.
- Customer connections so Best Buy can learn from peers pursuing similar goals.
Looking ahead
Bill’s team will continue to focus on extracting maximum value from their technology stack, and Aspect will remain a key partner in that journey. With a flexible, customizable platform and a collaborative relationship, Best Buy is well‑positioned to keep improving both operational efficiency and agent experience.
