Site AM-1: Starbucks - This tour is full.

Starbucks mission: to inspire and nurture the human spirit – one person, one cup and one neighborhood at a time. They strive to do that in our stores, so how do they replicate world class service and support for employees within a multi-national, multi-site environment?

On this tour, you will see Starbuck’s unique approach to providing Human Resource services in a contact center of excellence model, from answering pay inquiries to managing complex employee relations issues. Their contact center team supports over 100,000 customers – Starbucks employees – throughout the U.S. and Canada.

Technologies used include:

• Aspect Phone System
• Primus Knowledge Center
• SAP HRIS
• AIM Case Management
• Envision Quality Monitoring

Starbucks has been named a  "Top Rated organization" in the 2013 Temkin Experience Ratings (TER)
Source: Temkin Group Q1 2013 Consumer Benchmark Study

Site AM-2: Alaska Airlines - This tour is full.

For more than 80 years, Alaska Airlines and its people have been guided through thick and thin by a shared commitment to integrity, caring, resourcefulness, professionalism and spirit. Especially spirit - an Alaskan spirit, born in the land the airline is named after - a place where "can-do" and "neighbor-helping-neighbor" are facts of life.  Come see how their call center agents and leadership staff turn that Alaska Spirit into the service that has helped Alaska win the JD Power award for Highest Customer Satisfaction Among Traditional Network Carriers in North America for Five Years in a Row!

In three call centers across three states, Alaska Air employees over 600 agents and supports the following technology:

  • Natural Language IVR
  • Genesys Call Routing
  • Aspect Spectrum ACDs
  • Aspect eWFM
  • Envision Quality Monitoring
  • Varolii outbound notifications

Site AM-3: Virginia Mason Medical Center - This tour is full.

Established in 1920, Virginia Mason Medical Center (VMMC) is a private, non-profit organization offering a system of integrated health services. The medical center includes a large, multi-specialty group practice of nearly 500 physicians, offering both primary and specialized care; regional network of neighborhood clinics; an acute care hospital licensed for 336 beds. Virginia Mason has a long-standing reputation for innovation and clinical excellence and recently named one of the two Top Hospitals of the Decade by the Leapfrog Group.  The Call Center successfully handles appointment related inquiries for ambulatory services at all 8 neighborhood clinics. In addition, they have an Outbound Program that pulls in patients who are out of care for specific prevention needs; Ambulatory Insurance Authorization’s, Insurance Eligibility and Automated Reminder Calls.

Virginia Mason Medical Center’s administrative headquarters and hospital is located just blocks from downtown Seattle and their Call Center is located in a community just north of Seattle, in Bothell, Washington. The Center was designed from the ground up and opened its doors May 22, 2001. Respect for the people and their work, Virginia Mason’s Call Center has figured out how to build trust with its customers, standardize processes across ambulatory service lines, achieve performance metrics, expand its strategic value to the organization and reduce its operational cost. Come see how Virginia Mason Medical Center’s mission to improve the health and well-being of their patients is accomplished through their Call Center operations.

Site PM-1: Starbucks - This tour is full.

Starbucks mission: to inspire and nurture the human spirit – one person, one cup and one neighborhood at a time. They strive to do that in our stores, so how do they replicate world class service and support for employees within a multi-national, multi-site environment?

On this tour, you will see Starbuck’s unique approach to providing Human Resource services in a contact center of excellence model, from answering pay inquiries to managing complex employee relations issues. Their contact center team supports over 100,000 customers – Starbucks employees – throughout the U.S. and Canada.

Technologies used include:

• Aspect Phone System
• Primus Knowledge Center
• SAP HRIS
• AIM Case Management
• Envision Quality Monitoring

Site PM-2: BECU - This tour is full.

Governed by a volunteer Board of Directors, BECU is a not-for-profit credit union owned by the members. Profits are returned to the members in the form of better rates and fewer fees. With more than 800,000 members and more than $10.8 billion in assets, BECU is the largest credit union in Washington and one of the top five financial cooperatives in the country. BECU currently operates over 40 locations in the Puget Sound region.  The Member Care Contact Center consists of 200 employees located in two sites with over 40 remote home agents.  Among some of the things you will see is technology that is utilized to improve the member experience via their quality program, an overview of their remote workforce strategy, and how they utilize Microsoft’s CRM Dynamics.

Technologies used include:

• Avaya Communication Manager
• Avaya CMS
• Verint Impact 360 including WFM and Quality
• Avaya Contact Center Express
• Microsoft CRM Dynamics
• Microtel Microcall Call Accounting
• Genesys Voice Portal
• Tuvox Speech Application

Site PM-3: Puget Sound Energy - This tour is full.

For 140 years, Puget Sound Energy has been an integral part of the growth in the Pacific Northwest. Washington state’s oldest local energy utility, PSE serves 1.1 million electric customers and more than 760,000 natural gas customers in 10 counties.  PSE meets the energy needs of its customers, in part, through cost-effective energy efficiency, procurement of sustainable energy resources, and far-sighted investment in energy-delivery infrastructure. PSE employees are dedicated to providing great customer service that is safe, dependable and efficient, and embrace the values of teamwork, creativity, improvement and dedication and change. Puget Sound Energy headquarters are located in Bellevue, Washington.

Processing more than 1 million calls annually, the Customer Access  Center consists of 200+ employees at their primary site in Bothell, WA and 40+ remote home agents. They also provide service to customers in 6 offices located throughout PSE’s service territory. PSE's mission is to serve our customers and the communities by providing safe, dependable and efficient energy solutions.

Technologies used include:

• Cisco Phone System
• Aspect Workforce Management
• SAP
• Nice Quality Monitoring
• eGain customer email response