Richard Spearrin Announced as 2019 SWPP Lifetime Achievement Award Recipient
Richard Spearrin with SWPP Executive Director Vicki Herrell
SWPP has announced Richard (Dick) Spearrin as the recipient of the 2019 SWPP Lifetime Achievement Award, which recognizes an individual who has shown outstanding leadership in the workforce management industry.
Dick has over 40 years of experience in telephony, contact center, and workforce management. Dick began and spent a significant portion of his career with AT&T. He went on to serve as a Vice President with Travelers. While at Travelers, Dick established the enterprise call center technology platform for workforce management, virtual call routing, digital call recording, and management information reporting. Following Travelers, Dick led a global workforce management team at Hewlett Packard. At each stop Dick encouraged collaboration, drove efficiency, and leveraged technology to achieve operational results. Today, Dick offers his expertise through The Call Center Consulting Group, a firm he founded in 2012.
Dick has served on the SWPP Advisory Board since its inception in 2002. He has also served on the board of the NorthEast Contact Center Forum (NECCF) for over a decade, including serving as the board’s President.
Dick holds a Bachelor’s degree from Norwich University and an MBA from the University of Hartford.
Dick was nominated for this prestigious award by three different industry supporters. Here are some of the accolades for Dick submitted with his nominations:
“As we reflect on the Lifetime Achievement Award for outstanding contribution to the profession of Workforce Management, there is a name that keeps echoing in my mind: W. Richard (Dick) Spearrin. He captures the image, quite literally, of what it means to be a well-rounded and vital part of this community. This is not just a play on his constant use of photography to capture the moments around us, but it is his insight, intellect, spirit, and will to capture the essence of what it means to understand, and do the job well.
In his career, Dick has stayed cutting edge and relevant, asking questions, and snapping a shot of the moment, to capture what is now, so he can help forge what is next. His outputs have been an amazing cast of mentees who are themselves luminaries in our field, articles, publications, teams, processes, methods, CWPP content, careers assisted and launched, and a family that loves and cherishes him. Dick captures the images of a career of achievement in this field, as a person, and as a role model for us all.” – Marshall Lee
“Dick has been instrumental in bringing the WFM principles and processes into not only many businesses, but also has contributed significantly to the growth and development of SWPP and several regional associations. He contributed his expertise toward development of the SWPP WFM Certification Program, the CWPP, and has continued to forward that professional achievement through his mentoring, guidance, and actions as a WFM leader. Although semi-retired from WFM work, Dick continues to lend his expertise and guidance to countless WFM professionals. He certainly exemplifies one that has achieved a lifetime of contributions.” – Todd Gladden
“Dick exemplifies the spirit of this award. He has not only devoted his life to the profession, but has been passionate in its promotion. Dick shares his enthusiasm for contact center management and workforce management by regularly providing advice to others in the industry and tirelessly encouraging networking and knowledge sharing. Dick continues to stay abreast of industry trends and challenges. Many within and beyond SWPP and NECCF have benefited from Dick’s advice and direction.” – Kristi Holcombe
For this award, candidates are evaluated in terms of major contributions to the field of workforce management throughout their careers such as:
- Service to the profession through SWPP with contributions to regional meetings, newsletter articles, tips of the week, web seminars, and/or the annual conference
- Leadership in the WFM industry and/or SWPP
- Contributions to the education of WFM professionals
- Shaping of WFM technology
The award is for lifetime achievement rather than for a single contribution, and nominees should have a minimum of 25 years of distinguished service to workforce management.