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Welcome to the ShoreTel Blog

Motivating Agents: How to Make Contests Your New Status Quo
October 27, 2016
Written by Kathleen Kelly, CEO & Chairman, dvsAnalytics, Inc.
Customer contact centers’ roles are paramount in today’s business, often carrying their company’s success on their shoulders. A single customer’s loyalty can lead to 10 times the value of their original purchase, and its ripple effect has a much wider reach with 69% of Americans saying they’d...
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Tags: gamification
ShoreTel Halloween IVR Infographic
October 25, 2016
Written by Pam Bednarczyk, Content Marketing Manager
Halloween is less than a week away! It’s a spooky time of year, but a poor IVR experience can spook your customers at any time. Don’t scare away customers and potential sales with bad IVR practices. Our infographic highlights the customer experience demons that may be hiding in your interactive...
Empowering the CIO
October 20, 2016
Written by Frederic Gillant, Vice President & Managing Director of Asia Pacific
Not long ago I moderated a unified communications panel at a CIO conference that was taking place in Hong Kong. To keep things interesting, the organizer conducted live-polling during the event, firing out questions every few minutes and quickly broadcasting the results. One of the first questions...
ShoreTel Wins 2016 Internet Telephony Hosted VoIP Award
October 19, 2016
Written by Pam Bednarczyk, Content Marketing Manager
ShoreTel Connect CLOUD – a unified communications solution for businesses of all sizes – has been recognized as a 2016 INTERNET TELEPHONY Hosted VoIP Award winner. The award honors services that have demonstrated innovation, unique features and noteworthy developments that improve functionality and...
Key Components to Finding Your Best Unified Notification Solution
October 18, 2016
Written by Sydney Hirshberger, Marketing Communications Associate, Syn-Apps, LLC
According to a report published by Markets and Markets, the demand for mass notification solutions is expected to grow from $4.16 billion in 2016 to $9.69 billion by 2021 due to the rising demand for stronger public safety protocols, business continuity, BYOD, and increasing awareness for emergency...
Categories: Guest Post
ShoreTel Gears Up for the 2016 Gartner Symposium ITxpo
October 13, 2016
Written by Pam Bednarczyk, Content Marketing Manager
If you’re among the more than 8,500 attendees planning to attend the 2016 Gartner Symposium/ITxpo next week in Orlando, Fla., be sure to stop by the ShoreTel booth! The event, which draws CIOs and senior IT executives from across the globe, will take place Oct. 16-20 at the Walt Disney Dolphin...
Categories: Blog, Event
UC Deployment Options: Getting the Most Value, Flexibility & Choice
October 12, 2016
Written by Pam Bednarczyk, Content Marketing Manager
When it comes choosing a unified communications (UC) solution, it’s likely that the wish lists of your IT staff will vary from those of your line of business (LOB) managers. Among other things, an IT team wants a UC solution that’s easy to implement, integrate and administer. LOB managers, however...
9 Low-Cost Ways to Keep the Spirit of Customer Service Week Alive in Your Contact Center
October 10, 2016
Written by Pam Bednarczyk, Content Marketing Manager
Customer Service Week 2016, the annual celebration that recognizes the importance of customer service and the people who deliver it, is a not-so-distant memory now. But if all went as planned, chances are that you and your employees might still be basking in all the good vibes generated by the...
How To Eliminate Wasted Time in the Contact Center
October 06, 2016
Written by Pam Bednarczyk, Content Marketing Manager
With volumes increasing across all of the contact center’s communications channels, improving agent efficiency and quality will be a high priority for businesses over the next several years. While meeting this challenge may be easier said than done, today’s managers have more options than ever...
4 Business Insights Your Phone System is Trying to Tell You
October 05, 2016
Written by Matt Beatty, EVP Customer Success, Brightmetrics
Telephone calls represent the most common point of communication with customers for most organizations. This channel of engagement should be a key area of focus for mining the business intelligence available that could optimize your customer experience. At Brightmetrics , our experience and...