Wall of Fame
Congratulations to our GEM of the Month winners!
GEM of the Month winners are eligible to be selected as a GEM of the Year award recipient.
Name: Zachary Haddenham
Title: WFO Adminstrator
GEM of the Month: October 2019
Zach exemplifies the spirit of this award. He is a person that has devoted his life to the Workforce Management profession. Zach shares his enthusiasm for contact centre management and workforce management by regularly providing advice to others in the industry and tirelessly encouraging networking and knowledge sharing. Zach continues to stay abreast of the Aspect system, industry trends and challenges. Many within and beyond the Workforce teams Zach works closely with have benefited from his advice and direction.
Name: Cynthia Danford
Title: WFM Supervisor
GEM of the Month: September 2019
Cynthia is a WFM Supervisor who co-leads a team of 11 analysts for Assurant. She sets a great example by using her expert knowledge of Aspect WFM and RTA to streamline processes and solve pain points for our internal customers. For example, Cynthia recently implemented automated shift bidding through WFO, saving time and simplifying the process for everyone involved. Our agents are especially pleased because this gives them more visibility into the schedules and allows them more time to make their selections. Cynthia also recently used her expertise to simplify our attendance coding process and greatly reduce the number of segments we use (from 13 to 3!). Even better, this new process will save each of our contact centre supervisors up to 4 hours per week! Cynthia is truly a GEM; she's an innovator and an asset to our team.
Name: Warren Kinsey
Company: Insurance Corporation of British Columbia
Title: Workforce Technology Analyst
GEM of the Month: July 2019
Warren has been with ICBC in Workforce Services for 14 years - continually bringing the whole team forward in their utilisation of Aspect. His in-depth knowledge and understanding of the Aspect Workforce Management software continually enables us to get the most out of the software. Some of his recent work was to utilise the functions of WFO Request Bid manager to automate our processes, letting the software do the heavy lifting! Many of his ideas and projects have led to higher accuracy (no more human errors) and huge time savings! He's an out-of-the-box thinker and continually surprises us with his innovative ideas and solutions!
Name: Ric Wilson
Company: Ninzi Connect
Title: WFO Product Manager
GEM of the Month: June 2019
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 utilising 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 utilising 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.
Name: Jarret DeBorde
Company: Mercedes-Benz Financial Services
Title: Sr. Support Engineer
GEM of the Month: March 2019
Jarret is internal support for Aspect products at Mercedes-Benz Financial Services and, as part of his role, advises on outsourced partner's technical support teams. Recently, a change was made in one of our environments causing agents to not be able to log into our UIP system. Jarret collaborated with the technical staff from the vendor and helped resolve the issue. This particular issue is just one of many that Jarret has helped us resolve during his tenure here. He is always creative and able to provide solutions to our problems as well as answers to our questions. Jarret is an asset to our team and we are proud to nominate him as a GEM!
Name: Robert Ritter
Title: Divisional Telecom Engineer
GEM of the Month: January 2019
Rob continues to help drive key backend development opportunities and enhancements to all Aspect products. While Rob has knowledge ranging from employees to WFM management, his expertise in the Aspect Suite continues to provide excellent results.
Name: Amy Hall
Company: Blue Shield of California
Title: WFM Specialist
GEM of the Month: December 2018
Amy has worked very closely with each of the lines of business she supports to deliver the best possible preference-based schedules possible to the customer service representatives she supports. This close collaboration with the supervisors and CSRs, along with her effective use of preference-based scheduling within the Aspect WFM system, has resulted in a high-level of satisfaction with schedules not previously experienced at Blue Shield of California. Amy's dedication to providing efficient and mutually beneficial schedules is very much appreciated within the company.
Name: Brian Azuogu
Company: Christus Health, TLRA
Title: System Administrator
GEM of the Month: October 2018
Brian has been very instrumental leading operations with our interface of our existing Aspect solution and our new Aspect Quality Management integration. He has made significant strides to make certain that the platforms work efficiently together.
We interfaced our Aspect dialler voice with Aspect Quality Management to electronically evaluate calls and to be able to see the various screen shots of the multiple applications the associates access to satisfy the call.
Name: Paula Diedrich
Company: Alta Resources
Title: Workforce Management Analyst
GEM of the Month: August 2018
Paula is Alta Resources’ “go-to” person for all things Aspect. Not only does she have an incredible amount of knowledge and understanding regarding Aspect solutions, but she is always eager and willing to share that knowledge. She utilises this knowledge to demonstrate Alta’s Guiding Principles of Results & Communication.
Paula recently took the lead in bringing a new client team up to speed on how Aspect products work. Recognising there was an information gap, Paula provided a walk-through of how the business is run from a WFM perspective, clearly describing how each of the Aspect tools we utilise provides valuable insights and helps ensure efficient call centre operations. Her proactive efforts put the client at ease, and they now have a comprehensive understanding of how Aspect tools can be utilised to forecast, schedule and track operations. Paula’s Aspect expertise and abilities as an instructor helped us establish an even stronger partnership with a new and important client… proving she is truly a GEM of an Aspect liaison.
Name: Meredith Erickson
Company: Valley Medical
Title: Technical Product Trainer Developer II
GEM of the Month: July 2018
Meredith is the Aspect trainer at Valley Medical Center. She is responsible for creating and delivering training material to all of our new and current Aspect users at the hospital. Meredith is a great advocate for our staff and our patients when we are working on new build or deploying changes. She is always willing to put time aside to meet with our users to help them learn something new or work on things they may be struggling with. Meredith is a vital member of our Aspect team and we would not be successful without her. Meredith is responsible for training agents and supervisors on UIP, UAD, AQM, RTR, and Patient Connect. All of these products are vital pieces of the puzzle to create the best experience possible for our patients.
Meredith's humor and bubbly personality make coming into work not as bad as it could be. I am so grateful that she is a member of my team and that I get to work with her on the Aspect program. She absolutely deserves recognition for all of her hard work.
Name: De Wuan Roberson
Company: Banner Health
Title: Resource Optimization Center | Consumer Experience Center
GEM of the Month: June 2018
De Wuan is always the first person to volunteer to take on any projects that involve the Aspect products. He creates an easy to follow process and procedures for the team to utilise. As our go-to person, with bounds of information on the Aspect WFM, whenever anyone needs help setting up, configuring or modifying anything within our WFM system it’s De Wuan! De Wuan should be a recognised as an Aspect GEM, for how well he represents the Aspect name & products! You couldn't get a better Ambassador for delivering and spreading the word of how well the Aspect products work and what a huge impact it has on a company’s call center. De Wuan is also a vital member of the configuration of the WFM Tool for our department; one of the most useful examples is how he sets up our Group Allowance piece within WFM. Setting this up combined with deploying the WFO program to our enterprise has been a way for our agents to plan their vacation time for the whole year! It’s made such a significant impact within our organisation! I can apparently go on about what an outstanding job De Wuan does for us with everything Aspect! #gemwinner
Name: Richard Sandoval
Company: City of Mesa - Information Technology Department
Title: Senior UC Engineer
GEM of the Month: May 2018
Richard is always thinking outside the box. He is outstanding at finding solutions for us when we need something new or modified. He is always willing to discuss options and provide solutions when we need them. He is always willing to assist my staff when something goes awry. When he comes across something that he believes will help us out or provide better customer service, he brings it to our attention. Richard contributes to the success of his organisation by constantly searching for and identifying a different way of doing things. Just because something isn’t broken doesn’t mean it can’t be improved!
Name: Jim Wilson
Company: Best Buy
Title: Planner Sr, ECC Forecaster
Award Month: March 2018
Jim has been paramount in spreading his knowledge of everything Aspect. When he's not busy spreading his wealth of experience, he's continuously helping his peers true-up their forecasting. I wouldn't be the man and or forecaster that I am now, without the guidance from Jim. Jim identified a specific process that was a “time suck” and proactively provided a way to improve efficiency with automated reporting, allowing WFM users to utilise their time more effectively.
Jim commented that the best part of his role besides all the great people that he gets to work with at Best Buy is the chance to learn and teach something new every day. He defines excellent customer service is all about understanding where the other person is coming from. Whenever I offer a solution, I always remind myself “that the other party may not have the same level of experience or understanding when it comes to the contact centre management space as you do. Make sure you present solutions in a way that is relevant to them and that is straight forward and easy to understand.” My Dad always told me anyone can do the bare minimum, surprise your customer by giving them more than he or she asks from you.”
Name: Ross Cloud
Company: Southwest Airlines
Title: Systems Development Analyst
Award Month: February 2018
Ross is knowledgeable about all Aspect products and puts all his effort into finding the root cause of Southwest Airlines' Aspect-related issues. He has spent countless hours researching and learning how the products work at a “behind the scenes” level, learning the database structures, and the front-end uses for each product. Through our upgrade from 7.5 to 8.2 this month, Ross was able to closely work with the Aspect team to isolate and quickly troubleshoot problems during the cut over. He saved the teams countless hours of frustration and effort with his knowledge and expertise.
Ross primarily works with WFM, APM, AQM, RTA, and Empower. Because of his knowledge and skills, we have been able to get more valuable information out of our Aspect products and know that those numbers are accurate. We have also been able to quickly resolve issues that our team leaders or agents are having with the products. He is always prepared and willing to assist coworkers and leadership with their Aspect-related questions and able to help them get a firmer grasp on the products and their “inner-workings”.
Name: Andy Johnston
Company: Arvest Bank
Title: Contact Systems Support Analyst
GEM of the Month: January 2018
Andy is Arvest's main programmer to design the front end of contract centres. There was initially no front end, so routing calls to agents wasn’t there. We are now able to allow screen pops and agents see information about the customer, so can help the customer better. Andy helped to reduce the volume to the end user.
Configuring the contact centre front-end script, lowered calls to live reps by 15%. Customers are now able to self-service for simple inquiries such as account balances, recent transactions, and reporting card is stolen, etc. #AspectACE18