Skip to main content

You are here

Welcome to the ShoreTel Blog

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,...
Read More
|
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...
Enterprise Connect logo
March 16, 2017
Written by Pam Bednarczyk, Content Marketing Manager
Enterprise Connect , the industry’s annual premier conference and exposition on enterprise communications and collaboration, is less than two weeks away and excitement is building! This year’s gathering, scheduled to take place March 27-30 at the Gaylord Palms Resort & Convention Center in...
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...
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 ...
Embrace Change Image
February 07, 2017
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
Change in business has always been a constant, and getting employees to embrace change within the workplace has never been easy. But thanks to the acceleration of technological advancements, change is more rapid fire than ever before. Innovations in technology force businesses to adopt new...
Arrow blowing in wind
January 31, 2017
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
At first glance, the annual Consumer Electronics Show (CES) may seem far removed from daily business activities. But, in truth, many of the technologies showcased there each year eventually find their way into the workplace. That’s because consumer technologies have a track record of driving...
Tags: tech trends
Woman looking at screen
January 30, 2017
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
A decade ago, executives looked on 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...
Female office worker speaking on phone
January 26, 2017
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
When most people hear the term, “contact center”, they envision a large, cramped office space filled with support reps or telemarketers. But don’t get caught up in semantics. Any part of your business that touches the customer -- billing, sales, customer care, help desk, etc. – is an area that...
Businessman taking a heart out of his sport coat pockent
January 19, 2017
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
Loyal customers are said to be worth up to 10 times their first purchase. Yet, delivering exceptional service can be a challenge, especially if you’ve have tight budget constraints. A cloud phone system can help you to create a highly efficient, yet cost effective, customer service process. How?...

Pages

Search Google Appliance

Type a keyword into the box above, then press Enter.