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call recording software
September 05, 2017
Written by Mathews Manaloor , President & CEO of TriVium System
Businesses of all sizes and industries have long recognized the benefits of documenting their communication with customers. Demand for call recording is largely driven by the need to provide excellent customer service, satisfy business needs for compliance, enforce best practices, train agents, and...
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July 12, 2017
Written by Tim Prugar, Director of Customer Success, Next Caller
The Next Caller origin story hinges on a single customer service mistake – a misspelled last name. Our CEO, Ian Roncoroni, had his name misspelled as “Ron Coroni” on a rental car reservation. He ultimately lost the reservation because the company could not locate the record and ended up missing the...
customer experience tips
June 22, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
Many organizations probably don’t give behavioral psychology a lot of consideration when developing a customer satisfaction strategy. But you might be surprised to know it can play a significant role in establishing loyalty, increasing referrals, and boosting sales. What’s more, behavioral...
Categories: Blog, Customer Experiences
image of question mark
May 18, 2017
Written by Pam Bednarczyk, Content Marketing Manager
​ The best way for companies to keep their customers coming back is to resolve problems on the first contact. More than 80% of consumers who switched from one provider to another because of poor service said they would have stayed if their issue had been addressed on the first try, according to...
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,...
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...
Manager speaking with contact center agents
February 23, 2017
Written by Pam Bednarczyk, Content Marketing Manager
Consumers have more options to reach customer service than ever before, but how does this impact your contact center’s efficiency? More channels can mean greater complexity, which in turn could translate into delayed response times, more abandoned calls and lower customer satisfaction. While today’...
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 ...
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...

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