Building human-centric workforce technology is at the heart of what we do. But we couldn't achieve this without our talented people. Welcome back to "Spotlight On," a series highlighting the experiences of exceptional team members across our organization. Last time, we spoke with Lori DeWald, an Aspect veteran and consulting leader in workforce management.
Today, we're talking with Carolyn Pilgrom, Director of Onboarding, Adoption, and Training (OATs) in our Customer Success department. With over a decade of experience in contact centers and workforce management, Carolyn joined Aspect three years ago bringing a wealth of skills and knowledge. Carolyn and the OATs team play a vital role in customer success by providing comprehensive training processes and programs that boost adoption and engagement.
Q: What path led you to your current position at Aspect?
My path to becoming OATs Director at Aspect is rooted in a deep understanding of our customers' needs. Having previously managed workforce planning at an organization that used Aspect's solutions, I experienced firsthand the challenges and opportunities our customers face daily. This valuable perspective led me to join Aspect in December 2021 as a Solutions Consultant for our Workforce product.
Q: What inspired you to pursue a career in the tech/software industry, and what keeps you passionate about it today?
What keeps me passionate today is seeing how our solutions directly impact organizations and their employees. Every advancement in workforce management technology represents an opportunity to make someone's work-life better, more efficient, and more fulfilling. When our customers succeed using our solutions, that's what truly energizes me and reinforces that I'm exactly where I should be, even though my journey didn't follow a traditional path.
Q: What accomplishment at Aspect are you most proud of?
What makes me most proud at Aspect is seeing the transformative impact of our enhanced education and adoption programs. Our team has reimagined how we support our customers, ensuring they get maximum value from our solutions. But beyond the programs themselves, what truly excites me is witnessing the professional growth and development of my team members. Their dedication to customer success and how their evolving expertise directly translates into better outcomes for our clients.
Q: What are you looking forward to accomplishing next in your career?
By building this deeper understanding and developing comprehensive learning strategies, we can partner with our customers to create more sophisticated, efficient solutions that truly transform their operations. While quick fixes might be tempting, I believe investing in comprehensive knowledge and strategic thinking will lead to more sustainable, impactful results for our industry.
Q: Can you describe a successful cross-departmental project you've worked on and what made the collaboration effective?
Our learning management system (LMS) enhancement project perfectly demonstrates effective cross-departmental collaboration at Aspect. By combining OATs' training expertise with Marketing's creative skills and Product's technical knowledge, we've transformed our learning platform into a more engaging experience. This ongoing initiative includes visual improvements, updated content, and upcoming functionality expansions—all designed to enhance how our customers learn and interact with our solutions.
Q: What's your favorite part of Aspect’s company culture?
What I appreciate most about Aspect's culture is our ability to drive innovation and deliver exceptional results while embracing remote collaboration. This approach has enabled us to bring together diverse talents and perspectives, fostering creativity and efficiency in how we serve our customers. Our success in remote collaboration demonstrates that physical location doesn't limit our ability to achieve remarkable outcomes and maintain strong team connections.
Q: As a team leader at Aspect, how do you foster positive culture within your department?
As a leader, I focus on building a culture of open collaboration and genuine connection. Our team's success comes from working seamlessly across departments to tackle complex projects, while maintaining strong interpersonal bonds through regular communication and mutual support. I encourage an environment where everyone feels comfortable reaching out—whether it's for project collaboration, sharing updates, or simply connecting as a team. This balanced approach of maintaining high performance standards while fostering personal connections has created a dynamic team culture where we can achieve exceptional results together while enjoying the journey.
Q: What’s a valuable lesson you’ve learned from working at Aspect?
One of the most valuable lessons I've learned at Aspect is that innovation often requires exploring multiple paths to reach the best destination. In our work, transforming workforce management and customer experiences, I've discovered that the most impactful solutions aren't always the most obvious ones. This mindset has helped us develop more creative approaches to challenges and ultimately deliver better outcomes for our customers.
Q: What hobbies or activities do you enjoy outside of work?
I'm passionate about many creative pursuits and outdoor adventures. You'll find me experimenting in the kitchen with cooking and baking, immersing myself in fantasy worlds through novels, video games, anime, and manga/manwha , or finding peace by the water with a fishing rod. As for travel, I have a particular fondness for cooler climates—you’ll find me on a windswept Scottish coastline over a tropical beach any day, though I've appreciated both! Prince Edward Island is my favorite place on earth, followed closely by the Azores, and Scotland. Italy has the best food, hands down.
Q: Do you have any unexpected skills or talents your colleagues might not know about?
While my colleagues know me as a fairly straightforward and sometimes serious individual, they might be surprised to learn that I can sing. I've taken singing lessons, though I maintain a healthy sense of humor about my abilities! I'm also a writer, crafting novels in my spare time, though I haven't yet taken the leap to share them with the world. These artistic endeavors help fuel the creativity I bring to the office.
Q: What's one item on your desk you couldn't work without?
My must-have desk items reflect both work efficiency and my love of nature. First, there's my giant trackball mouse—an unconventional but indispensable tool that perfectly balances professional productivity with gaming precision. Then there's my pair of binoculars, which let me observe the fascinating wildlife right outside my window, including a mated pair of red-tailed hawks and a rare golden eagle.
Q: If you could have any superpower, what would it be and why?
It would be a toss-up between universal language fluency and instant teleportation. The ability to break down language barriers would be invaluable for connecting with people and cultures worldwide, while teleportation would make those global connections even more meaningful by allowing instant travel to any destination. Combining both would create the ultimate power for fostering global understanding and exploration—imagine being able to teleport to a remote village in Japan and immediately engage in meaningful conversations with the locals!
Thanks for tuning in to this installment of "Spotlight On." Interested in workforce management industry insights from our team? Check out "Ask Aspect," where we discuss industry hot topics and how Aspect is innovating in the space. See you next time!
