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Welcome to the ShoreTel Blog

What Dogs Teach About Us About Customer Service
May 31, 2016
Written by Pam Bednarczyk, Content Marketing Manager
With Memorial Day weekend behind us, summer is officially underway! In honor of the dog days of summer, today's blog takes a light-hearted look at customer service from the canine point of view. Customer service is going to the dogs. And, for the purposes of this blog, that’s a good thing. While...
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Customize Your Contact Center to the Way Your Team Works
May 26, 2016
Written by Pam Bednarczyk, Content Marketing Manager
Nowadays, customer support is far more complex and challenging than ever before. Technology has fostered higher expectations among customers, who not only expect to reach brands through a wider variety of channels, but also increasingly demand same-day resolution of issues. In a recent Nielsen/...
7 Contact Center Personalities & How to Help Them Thrive
May 25, 2016
Written by Pam Bednarczyk, Content Marketing Manager
When it comes down to it, customer service is all about people… not only those who your business serves, but those who deliver the service as well. And while it’s important to understand your customer, it’s equally important to understand your staff and what motivates them. Because once you know...
How Unified Communications Makes Escalating Issues Faster and Easier
May 24, 2016
Written by Pam Bednarczyk, Content Marketing Manager
When customers call with problems, they expect fast resolution. Don’t let an outdated phone system slow you down. If you’re relying on older technology, connecting the customer with the right person, right away could be challenging, resulting in longer hold times and callbacks. Plus, since today’s...
ShoreTel CEO Don Joos Throws Out First Pitch at Miller Park
May 20, 2016
Written by Pam Bednarczyk, Content Marketing Manager
ShoreTel's in the Big Leagues! As CEO, Don Joos is ShoreTel’s number one pitchman. But on May 19, Don stepped his game up a notch as he threw out the first pitch to one of the company’s newest customers – the Milwaukee Brewers -- at Miller Park in Milwaukee. Take a look: Don’s major league pitching...
3 Customer Experience Metrics That Will Change Your Game
May 19, 2016
Written by Pam Bednarczyk, Content Marketing Manager
Never underestimate the value of happy customers. According to Forrester Research , companies that provide a superior customer experience grow faster by a range of metrics than those who don’t, develop greater loyalty among customers and can charge a premium for their products and services. In...
3 Way SIP Trunking Fosters Business Growth
May 17, 2016
Written by Pam Bednarczyk, Content Marketing Manager
SIP trunking is a great way to gain cloud benefits while maintaining control over your onsite communications solution. But did you know that it can also foster business growth? It’s true. By making it easier for a company to scale, manage telecom needs and invest in new opportunities, SIP trunking...
How to Pick the Right UC Capabilities for Your Team
May 13, 2016
Written by Pam Bednarczyk, Content Marketing Manager
As you define the requirements for your new unified communications (UC) solution, it’s important to identify the capabilities that fit best with how your team works. Why? Because rolling out the right features and apps will have a direct impact on adoption rates which, in turn, will maximize use of...
Bringing Fax Into the Modern World
May 11, 2016
Written by Pam Bednarczyk, Content Marketing Manager
Despite the advent of the Internet, email, texting and a slew of other communications technologies, the fax machine is still a persistent presence in many offices. Though somewhat surprising, the use of fax machines still makes sense in the modern age. They offer a simple, one-step alternative to...
MES East 2016: A Unique Opportunity to Meet with IT Leaders
May 10, 2016
Written by Jessica Kersey, Vice President, Marketing & Communications
This year’s Midsize Enterprise Summit (MES) East may be over, but no doubt the conversations and ideas generated during the event will continue for some time to come. MES East 2016, which took place May 1-3 in Indianapolis, is one of the industry’s largest gatherings of CIOs and senior IT...

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