Case Study: Alaska Airlines achieves higher productivity, better customer service and lower staffing costs with Alvaria Workforce Management and At‑Home Agent Solution

Using workforce management and an at-home agent program to make its customer service soar

Alaska Airlines, the ninth-largest U.S. carrier with more than 800 contact center agents across three sites, faced rising call volumes and increasingly complex interactions that strained scheduling, supervision and agent retention. The airline needed a way to reduce overtime, improve workforce flexibility and give skilled agents better work/life balance to maintain service levels and lower turnover.

Alaska piloted an at-home agent program using Aspect Spectrum ACD and the Web Powered Agent desktop to route calls to remote staff, and deployed Aspect EQ Workforce Management with the Empower module to optimize scheduling and let agents bid shifts. After a careful pilot (top 20 agents, home connectivity checks and issue tracking), the initiatives increased productivity and revenue, improved customer service, reduced staffing and operations costs, delivered rapid ROI and were made permanent.

Alaska Airlines

Amy Gerfen

Reservations Manager