Michael Kropidlowski

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...

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...

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? ...

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...

4 Ways to Win with a Multi-Channel Contact Center

In this day and age, relying on single-channel communications just doesn’t make sense, customers today expect information to be available when they need it, where they need it, and through the platform they choose to get it. That seems like an obvious premise to make in...

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