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 [...]

Author:  Roger Sumner
Regardless of whether they focus on customer service, sales and marketing, or collections, virtually every Aspect Software customer that I have spoken with during the last year has told me that they have, or are thinking about trialing an at-home agent program. I can say without hesitation that a lot of this interest [...]

Author:  Jim Mitchell
In my last blog, I talked a bit about the differences between integrated and unified.  I really believe in the concept of unified IP, and I truly think that unified products are the way to go – now and in the future.  Why?  Because I’ve seen firsthand how a unified approach can help [...]

Author:  Gary Barnett
This week marks an exciting time for Aspect Software and the contact center industry at large.  During the past 30 or so years, we’ve developed and delivered a number of innovative, best-in-class solutions that have enhanced our customers’ business processes.  Yesterday, we announced our latest - PerformanceEdge™, the industry’s first contact optimization suite [...]

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:  Jim Mitchell
A few months ago, Aspect Software announced that we had successfully demonstrated interoperability of our product portfolio with BandTel’s Session Initiation Protocol (SIP) Trunking. As I have visited with customers in the recent months, I have received many questions about why SIP Trunking is important, so I thought I would address this topic [...]

Author:  Gary Barnett
Apple’s recent launch of the iPhone was the most hyped consumer-related technology event so far this year. For weeks leading up to Apple’s big day, water cooler conversations centered on this new gadget. There was an unbelievable amount of anticipation about the release date. And, when that date finally arrived, people waited in [...]