Author:  Gary Barnett
Consulting company Accenture recently released the results of its annual technology industry customer support and service surveys.  The company reported that 78% of consumers still believe their provider’s customer service is at or below the level of service offered by competitors, and 57% of consumers describe themselves as somewhat upset, very upset or […]

Author:  Roger Sumner
A leading wireless services provider recently “fired” some of its customers, news that was a little surprising to me.  Don’t get me wrong.  I believe that segmenting customers is a good practice, but firing customers outright can quickly become a very slippery slope.
There are basically two issues here.  First is this notion of […]

Author:  Jim Mitchell
A common complaint that I hear is that companies are just spending too much time trying to get their disparate contact center systems to work together. Some contact center managers tell me that they dedicate too much energy and money to getting their systems to work together and they wish they could just […]

Author:  Gary Barnett
A few months ago, BusinessWeek announced its “Customer Service Champs,” a ranking of the top 25 customer-pleasing brands.  Congratulations to the 20 Aspect Software customers that made the list!  
It’s no secret that today’s customers have extremely high expectations and competition among brands is fierce.  But, as the article points out, there are some […]

Author:  Roger Sumner
Aspect Software has been talking about the importance of session initiation protocol (SIP) for quite some time.  Now the company is putting its money where its mouth is.  Last week, we publicly challenged our peers in the contact center industry to guarantee the compliance of their SIP-enabled solutions with SIP 2.0 devices, and […]