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April 04, 2017
Written by Pam Bednarczyk, Content Marketing Manager
When James Lloyd tried to book a flight from New Zealand to England via travel comparison site Skyscanner , he discovered a glitch in his itinerary. Amused, he posted a screenshot and question to the company’s Facebook page: “Just wondering what you’d recommend I do during the 47-year layover your...
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Man using cell phone to make online payment
March 29, 2017
Written by Pam Bednarczyk, Content Marketing Manager
In the Mad Men era (circa 1960), consumer marketing was fairly simple. Spending was primarily on mass media such as broadcast commercials and print ads. If a customer had a question, they’d pick up the phone to call customer service. Today, brands promote their products and services in a media...
Customer service agents with headsets
March 24, 2017
Written by Tim Prugar, Account Executive, Next Caller
Back in July 2016, the Internet was set ablaze by reports that Zappos logged a customer service call that lasted almost 11 hours. While an extreme example, it’s demonstrative of the emphasis that contact centers and contact center leaders are now placing on ensuring a positive customer experience,...
Smiling male customer service agent
March 22, 2017
Written by Pam Bednarczyk, Content Marketing Manager
It’s time to stop thinking about the contact center as a cost center. As consumer expectations for customer experience rise, the agent’s role is shifting, and as a result your customer service team has the potential to significantly influence customer satisfaction and loyalty. And by delivering...
Happy woman shopping online
March 21, 2017
Written by Pam Bednarczyk, Content Marketing Manager
It’s not unusual to see conflicting priorities in the C-suite. While elevating the customer experience is a top priority for both the CMO and COO, the CIO must ensure that new technologies desired by line of business managers measure up to security standards and are within budget. In addition, the...
Enterprise Connect logo
March 16, 2017
Written by Pam Bednarczyk, Content Marketing Manager
Enterprise Connect , the industry’s annual premier conference and exposition on enterprise communications and collaboration, is less than two weeks away and excitement is building! This year’s gathering, scheduled to take place March 27-30 at the Gaylord Palms Resort & Convention Center in...
4 puzzle pieces fitting together
March 02, 2017
Written by Pam Bednarczyk, Content Marketing Manager
As automated options such as interactive voice response (IVR) and web self-service allow customers to resolve simple issues on their own, expect contact center agents to spend more time on the phone resolving complex issues. Since these interactions won’t be as cut-and-dried as a task like updating...
image of a handshake between two men
January 18, 2017
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
There’s a simple reason providing customers with exceptional experiences should be a top priority – it consistently leads to more loyal customers and higher revenues. But delivering on the promise of stellar service is challenging, especially as digital technologies raise customer expectations even...
Service Agent with headset using cell phone
January 11, 2017
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
As the bar for customer experience rises, does your contact center have the capabilities needed to adapt to changing expectations? In the past, customers simply dialed a number to get help, ask a question or order a product. But as many businesses know all too well, this is no longer true. Today,...
SJS Solutions ShoreTel Guest Blog
November 29, 2016
Written by Stephen Pace, CEO, SJS Solutions
With billions in revenue lost through disengaged agents and the inevitable (and costly) round of re-hires, onboarding and training, agent disengagement is a growing challenge. Can it be solved? Here’s our take on it…. How many agents left your contact center in the last 12 months? The year before...

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