FRHI Hotels and Resorts recently received an Award of Excellence from ContactNB in workplace management practices for its use of Interactive Intelligence’s (News - Alert) Bay Bridge Decisions software.
"Bay Bridge (News - Alert) Decisions has helped our center maximize day-to-day colleague activity and engagement, while maintaining superior guest services by giving us a longer term view of staffing and budgeting needs," said FRHI's Workforce Planning Manager, Louise Andrew.
FRHI operates premium hotel brands, including Fairmont, Raffles, and Swissôtel. The company has 105 hotels around the world.
The suite uses data to help contact centers maximize the efficiency of their operations and helps evaluate their staffing decisions. Bay Bridge Decisions aggregates data from front and back-office sources, including payroll, email, ACD and WFM.
“We usually interview 20 or more candidates for every individual we hire," Andrew said. "The Bay Bridge Decisions software suite helps us identify how many new hires we may need now and in the future, and that has enabled us to more effectively manage costs associated with acquiring new colleagues."
The suite also helps businesses like FRHI that depend on contact centers to improve their customer service, measuring things like the attrition rate, call volume, handle time and other metrics.
The ContactNB award was designed to recognize businesses based around contact centers in the Canadian province of New Brunswick. Andrew said she was proud her company was chosen out of all the 200 companies that were eligible.
Pam Hynes, Interactive Intelligence Group’s vice president of Client Success and Education, also recently won the CX Impact Award from the Customer Experience Professionals Association (CXPA).
“On behalf of the entire team, I'm proud to accept the CX Impact Award and want to assure our customers that this is just the first step toward maximizing the value of their investments," she said on receiving the award.
Edited by Rachel Ramsey