For more than 45 years, Aspect has been helping the world’s largest and most prestigious brands deliver outstanding customer experiences and ignite agent engagement and performance — I’ve personally been a part of the Aspect story for 20+ years. Along the way, these organizations have …
Michael Kropidlowski
As a Senior Director of Product Marketing at Aspect, Michael contributes directly to company strategy with a view to market trends and product strategy, focusing on enhanced customer and agent experiences enabled through omnichannel contact strategies and workforce optimization. Michael leads the product marketing and product demonstration teams to effectively promote Aspect’s enterprise contact center software and the value it can bring to existing customer and new logo client organizations. He is also responsible for competitive intelligence, sales product enablement and analyst relations to drive growth and recognition of Aspect solutions in the market. Additionally, Michael and his team manage and coordinate activities for the Aspect Customer Reference Program and Aspect Customer Advisory Board.
Michael has more than 30 years of experience in the customer service and contact center industries. Joining Aspect in April 1999, Michael brought more than 10 years of customer service, technical and sales training experience to the company, where he was initially the lead sales and technical channel partner trainer for the company’s contact center platforms.
Future success reliant on cloud-based workforce management software
Cloud technology for implementing and administering workforce management (WFM) technology is becoming increasingly important to businesses that are under pressure to maximise workplace productivity, reduce expenditure and improve their bottom line.
In our current economic climate of uncertainty and instability, all processes need to be managed …
Deliver Personalized Care Across Channels: Join us at Customer Contact West: A Frost & Sullivan Executive MindXchange
Fall is in the air. That means it’s time for apple picking, pumpkin carving and the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange, October 27 – 30, 2019 in Huntington Beach, California. We’re excited about participating in these action-packed few days.
In …
Customer Service Solutions Keep Hospitality in the Penthouse Suite
To understand the disruptive threat that alternative lodging companies pose to the hotel industry, look no further than research released earlier this year by Cowen and Company providing a glimpse into the success of Airbnb. The report indicated that Airbnb’s global bookings are anticipated to …
Introducing Aspect Via: The complete customer engagement center in the cloud
The era of managing customer contact through lightly-integrated point solutions is over. Aspect realizes that cobbled together customer service operations just cannot meet the expectations of today’s connected, intelligent and demanding consumers. That is why we recently introduced Aspect® Via™, the complete customer engagement center …
What Can Cloud Infrastructure Do for Higher Education, Part 2
A college degree is more important than it’s ever been, which is why it’s not surprising that college and university enrollment continues to hover at near record levels. According to the Department of Education, a third of all 25-64 year olds in the U.S. have …
What Can Cloud Infrastructure Do for Higher Education, Part 1
The Internet of Things (IoT) and cloud technology continue to transform and improve asset and action visibility and organizational efficiency across the globe. Every industry from finance and transportation, to healthcare and education is applying and benefiting from cloud infrastructure.
According to the latest survey from …
Three Customer Complaints Your Contact Center Must Be Able to Meet
The outlook is rather bleak for companies that provide sub-par customer service: 82 percent of consumers have stopped doing business with a company strictly due to bad service. And if your strategy is to rely on new customers to replace those lost, you’ll have to …
The Shifting Sands of Customer Service
For decades companies big and small have been trying to figure out how to provide customers with better service. One theory is that the better service your company provides, the happier your customers are and in turn they reward you through their loyalty.
Sounds simple, right? Some …
Best Practices to Stop Irritating Your Customers
The latest issue of Consumer Reports published a study on the top irritants consumers have with customer service. While the findings were not exactly surprising, they are disappointing. At least 10 of the 17 items listed can be addressed with simple technology updates. The question …