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 …
Michael Kropidlowski
Michael brings more than 25 years of experience in the customer service and contact center industries to Aspect. As a 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 experiences enabled through Omni-channel contact strategies and workforce optimization.
Joining Aspect in April 1999, Michael brought more than nine 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 management platform.
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 …
Aspect Unified IP 7.3: A Contact Center Even Your CFO Will Love
In an era where consumers look at many products and services without distinction, high-touch customer service is being viewed by many companies as a way to differentiate themselves from their competition. But providing a consistent omni-channel customer experience, where consumers can start a conversation on …
TCPA Compliant Without Reducing Profitability
Nearly everyone today thinks about the explosion and proliferation of mobile device use and how it has brought with it greater consumer convenience, entertainment or safety as a good thing. Everyone but contact centers. Today 55% of households can only be contacted via a wireless …
Aspect Unified IP 7.2 Release Extends the Capabilities of the Contact Center
Building off of the success of the Aspect Unified IP 7 platform, we’re excited to announce the availability of Aspect Unified IP 7.2. This new release builds on the foundation of advanced routing, proactive contact, and agent empowerment capabilities available with our 7.0 release to deliver a highly …