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Women talking on phone
April 18, 2017
Written by Pam Bednarczyk, Content Marketing Manager
Think about the last time you had a customer experience with a brand. What made it great? Or awful? For many of us, both stellar and terrible experiences have the same effect: They’re memorable. The great ones stick with us as much as the horrible ones and either way, we’ll probably tell a few...
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Happy man at laptop raising his hands in enthusiasm
April 05, 2017
Written by Pam Bednarczyk, Content Marketing Manager
Brand ambassador programs are an effective way to market and build a community around an organization’s products and services. But can such a program apply to an internal rollout of new technology as well? For the C-suite, there’s quite a bit at stake when a new system premiers. In addition to...
Categories: Blog, Customer Experiences
social Media icons
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...
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...
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...
VIP Treatment Image
February 09, 2017
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
Smart businesses know that today’s VIP customers aren’t simply a select group of people. They include every customer. That premise presents a new set of challenges that requires businesses to consistently deliver high-end personalized service to every person who engages with their contact center ...
Embrace Change Image
February 07, 2017
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
Change in business has always been a constant, and getting employees to embrace change within the workplace has never been easy. But thanks to the acceleration of technological advancements, change is more rapid fire than ever before. Innovations in technology force businesses to adopt new...

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