Author:  Gary Barnett
Every so often, a company pops up on my radar screen because of its exceptional customer service. Today, that company is Marriott.
I’ve been a Marriott guest many times (a number that, based on my traveling schedule, would probably frighten me if I stopped to count), and always had good experiences. As of late, [...]

Author:  Roger Sumner
Dell announced a unique customer care initiative in the spring. As some of you may have heard, the company said it is offering a new fee-based premium support service. The program is geared toward customers that are looking to reach a dedicated, advanced support team when they have a technical issue with their [...]

Author:  Gary Barnett
When it comes to reducing IT costs, the network/telephony layer is a good place to start.  But, reducing costs also usually involves eliminating complexity.  And, both objectives are difficult to achieve when you’re using proprietary solutions that are hardware-centric. 
I’m sure your IT department is currently incorporating standards-based solutions into their enterprise architecture.  They are [...]

Author:  Mike Sheridan, SVP of Strategy at Aspect
Earlier this year, we announced our commitment to Unified Communications (UC) for the Contact Center. Shortly thereafter, Aspect Software signed an agreement with Microsoft to accelerate that strategy.  Since that time, we’ve been working diligently to educate our customers and the industry about the value of UC.
Now we [...]