Author:  Gary Barnett
The word “support” can mean many things to many people.  But, when a contact center manager thinks of receiving “formal support” from a vendor for a particular solution, they generally envision something that extends from A to Z, comprising installation, deployment, post-deployment, and everything in between.
Consumers beware – especially in the open source […]

Author:  Jim Mitchell
Consumers across Europe are definitely not ambivalent when it comes to contact center experiences.  When their interactions are good, they’re really good, but when they’re bad, well … you can see for yourself.
This year’s Aspect Contact Center Satisfaction Index(tm) results for typical contact center experiences in Europe aren’t much different than last year’s, […]

Author:  Gary Barnett
Walmart.com is getting a lot of attention, or I should say “flack,” for a story that recently appeared in the New York Times. According to the publication, the online retailer is embarking on a “Customer Contact Reduction” program, whereby it will virtually push its customers to help themselves - resolving issues or answering […]