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Women talking on phone
April 18, 2017
Written by Pam Bednarczyk, Content Marketing Manager
Think about the last time you had a customer experience with a brand. What made it great? Or awful? For many of us, both stellar and terrible experiences have the same effect: They’re memorable. The great ones stick with us as much as the horrible ones and either way, we’ll probably tell a few...
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High speed train rail
April 06, 2017
Written by Pam Bednarczyk, Content Marketing Manager
A decade ago, executives looked at video conferencing as a way to reduce escalating travel costs. Today, more compelling reasons to embrace video conferencing are gaining attention: organizational growth and competitiveness. CEOs are now looking at a mix of markets for expansion opportunities...
social Media icons
April 04, 2017
Written by Pam Bednarczyk, Content Marketing Manager
When James Lloyd tried to book a flight from New Zealand to England via travel comparison site Skyscanner , he discovered a glitch in his itinerary. Amused, he posted a screenshot and question to the company’s Facebook page: “Just wondering what you’d recommend I do during the 47-year layover your...
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...
people working across a map of the world
March 28, 2017
Written by Pam Bednarczyk, Content Marketing Manager
Even though remote work and virtual teams are regular features of the modern workplace, many managers still find themselves uncomfortable overseeing such arrangements. Their main concern: will productivity drop once an employee is set up outside the office? The truth, however, is that with the...
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,...
Smiling male customer service agent
March 22, 2017
Written by Pam Bednarczyk, Content Marketing Manager
It’s time to stop thinking about the contact center as a cost center. As consumer expectations for customer experience rise, the agent’s role is shifting, and as a result your customer service team has the potential to significantly influence customer satisfaction and loyalty. And by delivering...
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...
Man speaking from video screen to a team of office workers
March 15, 2017
Written by Pam Bednarczyk, Content Marketing Manager
Even as video conferencing becomes a staple of workplace meetings, it’s also presenting new challenges for effective business communications. For instance, some people may be reluctant to appear on camera because it forces them out of their comfort zone. But there are other issues as well. A poorly...
3 light bulbs
March 14, 2017
Written by Pam Bednarczyk, Content Marketing Manager
CIOs rolling out new communications technology face a distinctive challenge. With four generations in the workplace today – Veterans (born before 1946), Baby Boomers (born 1946 – 1964), Generation X (born 1965 – 1980) and Millennials (born after 1981) – they must not only determine the best...

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