Welcome to the ShoreTel Blog
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...
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,...