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International Cruise & Excursions realizes $2.5 million in annual savings with PerformanceEdge™ from Aspect

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  • The Problem:
    Recognizing that the company lacked the necessary tools and processes to measure and effectively
    manage its pool of agents, ICE embarked on a key initiative in 2006 to ensure optimal performance
    and maximize the contact center’s revenue-generating potential. The contact center staff had been
    using Excel spreadsheets to schedule agents, which was an inefficient and difficult practice. Since the
    agents are the primary drivers of the company’s sales, ICE recognized that a robust workforce
    management tool, as well as a solid performance optimization strategy, was necessary to achieve
    higher closing percentages and average sales margins.

  • Solution:
    The key decision-makers at ICE were sold on workforce management tools and their potential impact
    on revenue. The company decided to implement the workforce management capabilities from
    PerformanceEdge. Aspect®eWorkforce Management™ helps companies accurately plan, manage and
    optimize performance for their multi-skilled and multi-site staffing resources. ICE is using the product
    to forecast and schedule agents, and is leveraging the Real-Time Adherence module to track
    adherence and learn how agents are performing against targeted goals. In addition, the company is
    utilizing the Aspect eWorkforce Management – Analyze II enhancement package, a pre-packaged
    performance management feature that provides a coaching form, dashboards and out-of-the-box key
    performance indicators (KPIs).

  • Result:
    Aspect® eWorkforce Management™ helps ICE forecast the level of resources that will be required in the
    contact center on an intra-day basis. This means ICE can predict, with a much greater degree of
    accuracy, the staff required to manage both incoming and outgoing calls throughout the day. The system
    is also used to test various “what-if” schedule and staffing scenarios and then execute schedules to the
    forecast. The result has been reductions in under and over-staffing, as well as the elimination of
    overtime costs

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