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Welcome to the ShoreTel Blog

HR using a magnifying glass to find the perfect job candidate
March 08, 2017
Written by Pam Bednarczyk, Content Marketing Manager
Is your business planning to hire in 2017? If so, plan on facing significant competition for candidates. Experts believe we’re heading into the best job market in years, Money magazine reports. That means job seekers have more leverage putting employers under pressure to deliver a stellar candidate...
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Group of cyclists in a race
March 07, 2017
Written by Frederic Gillant, Vice President & Managing Director of Asia Pacific
I love cycling – riding as well as watching a skilled road racing team going through its paces. Those guys in the peloton know all about working together. The lead rider powers along for 30 seconds or so, then slips back while the next rider takes his place, and everyone zips along in perfect...
Categories: Guest Post
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...
Illustration of a multi-colored gears in the shape of a human brain
March 01, 2017
Written by Pam Bednarczyk, Content Marketing Manager
Thanks to artificial intelligence (AI) and machine learning, we’re about to enter a new era for communications in the workplace. Such emerging technologies are creating intriguing opportunities, ushering in an environment where virtual robots, voice assistants and robotic process automation (RPA)...
Computer keyboard with a heart symbol key
February 28, 2017
Written by Pam Bednarczyk, Content Marketing Manager
It’s an all too common situation: An organization rolls out new technology to great fanfare, only to have it sit idle a few months down the road – the victim of insufficient enthusiasm and uptake. If you’re concerned that a new communications technology will suffer from slow adoption or outright...
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’...
The ShoreTel Website Gets a New Look
February 21, 2017
Written by Pam Bednarczyk, Content Marketing Manager
Modern. Simple. Easy. If those three words come to mind when as you page through the latest refresh of our ShoreTel website, then we achieved what we set out to do. “Our goal was to create a clean, consistent experience for our site visitors, with a mobile focus that ensures that our customers,...
Categories: Blog
Tags: ShoreTel
Clocks showing different times in different cities
February 16, 2017
Written by Pam Bednarczyk, Content Marketing Manager
Managing a dispersed team can be tough enough, but directing a global workforce adds several layers of complexity. To keep everyone on the same page, you need to navigate a variety of obstacles which may include multiple time zones, diverse languages and disparate technologies. Beyond logistical...
8 Reasons You Need a Session Border Controller
February 14, 2017
Written by Steven Johnson, President, Ingate
Session Border Controllers (SBCs) are crucial elements of ShoreTel SIP trunking deployments. But what is an SBC anyway, and how is it different from an enterprise SBC? Why is an SBC important? What is an SBC? An SBC is used to provide a secure entry point for unified communications, and to make a...
Tags: SIP trunking
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 ...


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