Introducing the GEM Awards and Our First Winner!

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Yesterday, we officially introduced the Aspect GEM (Going the Extra Mile) Awards and we are so excited to say that we have our first two winners! To give you some background on the GEM program we created, in partnership with the Aspect Software User Group Association (ASUGA), to recognize and reward the front-line customer service agents and back-office team

members who are using Aspect solutions to deliver experiences that go the extra mile – hence the award name GEM!

The nomination came in from his peers, ASUGA choose him as the first winner, and we are finally excited to name

…..DRUM ROLL PLEASE….

Andy Johnston, Contact Systems Support Analyst at Arvest Bank, as the first GEM award winner.

So, why did Andy win? Here’s what his colleagues had to say about him: “Andy is Arvest’s main programmer to design the front end of contract centers.  There was initially no front end, so routing calls to agents wasn’t there. We are now able to allow screen pops and agents can see information about the customer, so can help the customer better. Andy also helped to reduce the volume to the end user. Configuring the contact center 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.”

We could not be more excited to recognize Andy as our very first GEM Award winner. Andy will be recognized at our upcoming customer experience conference, ACE. Congratulations Andy and we look forward to seeing you at ACE!

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