PHOENIX, AZ--(Marketwired - May 27, 2014) -
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Red Roof Inn presented with a Bronze Stevie Award in the Best Use of Technology in Customer Service Category
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Aspect's Workforce Management solution powers hotel chain's successful work-from-home agent program
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Better agent schedule management maximizing contact center staffing efficiency, improved customer satisfaction
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, today announced that its customer, Red Roof Inn, one of the leading economy hotels in the U.S., was presented with a Bronze Stevie® Award in the Best Use of Technology in Customer Service Category in the annual Stevie Awards for Sales & Customer Service℠.
The Stevie Awards for Sales & Customer Service are the world's top sales awards, contact center awards, and customer service awards. The Stevie Awards organizes several of the world's leading business awards shows including the prestigious American Business Awards℠ and International Business Awards℠.
"Red Roof Inn is honored to be presented with a Stevie Award in the customer service category. It's very encouraging to see the success of our work-from-home agent program that has not only increased employee satisfaction but more importantly, helped us deliver exceptional customer experiences to our Red Roof Inn guests," says Larry Daniel, Senior Vice President, Distribution Services, Red Roof Inn. "We value our relationship with Aspect Software and recognize their workforce management solution made it possible to better manage our call volume and enable our agents to focus on adding value to every interaction."
Red Roof Inn wanted a workforce management solution that would evaluate staffing needs and automatically inform agents of approved schedule requests. Red Roof Inn also saw an opportunity to reduce agent attrition and increase employee satisfaction by implementing a work-from-home agent program that would not only reduce overhead expenses and training costs for the company, but also eliminate commuting expenses for agents and expand their workforce pool.
"With a dedication to provide their guests with exceptional customer service, Red Roof Inn really understands the connection between agent efficiency and customer satisfaction," says Spence Mallder, Senior Vice President of Workforce Optimization at Aspect. "We're really excited for Red Roof Inn to receive this Stevie award and we are thrilled to have been a part of their success."
Red Roof Inn has won the JD Powers award for customer service two out of the last four years. Even on the non-winning years their index increased showing positive trends. The market metrics report for hospitality customers has consistently given Red Roof glowing reviews for agent friendliness, professionalism, and accurate and tangible service.