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Welcome to the ShoreTel Blog

September 28, 2016
Written by Pam Bednarczyk, Content Marketing Manager
Boston’s Fenway Park -- home of the Boston Red Sox -- may be the oldest professional baseball stadium in the U.S. but thanks to ShoreTel, it’s now equipped with the latest state-of-the-art technology offered in the communications industry. The Red Sox baseball organization needed a modern...
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3 Critical Reasons to Make SMS Part of Your Service Mix
September 27, 2016
Written by Pam Bednarczyk, Content Marketing Manager
For many people, text messaging is nothing more than a simple mobile tool that allows them to quickly communicate in real time. But for savvy businesses that want to stand out from their competitors, text messaging (a.k.a. SMS) has the potential to completely revolutionize the state of modern...
Why the Contact Center is Key to Mapping Your Customer's Journey
September 22, 2016
Written by Pam Bednarczyk, Content Marketing Manager
If you’re looking to improve the customer experience within your business, start by mapping the customer journey. Creating such a map will help you to quickly identify all the interactions – or touch points – your customers experience, along with issues that could ultimately impact loyalty. Since a...
Design an IVR Experience That Drives Happiness
August 31, 2016
Written by Pam Bednarczyk, Content Marketing Manager
When it comes to contacting a business for the first time, a recent study from Software Advice , a company that compares IVR systems , found that almost half (48%) of U.S. consumers still prefer a phone call. The same study also underscored that, when it comes to a business’ use of an auto...
What Customers Want: 5 Ways Contact Center Solutions Can Help Your Agents Deliver
August 16, 2016
Written by Pam Bednarczyk, Content Marketing Manager
Poor customer service not only costs companies in terms of goodwill and reputation; it can also do some serious damage to profits. According to the 2015 Customer Rage Survey , about $202 billion in revenue is at risk for U.S. businesses with poor customer service. The Customer Rage studies provide...
How a Strong Knowledge Base Supports Top-Notch Service Deliver
August 04, 2016
Written by Pam Bednarczyk, Content Marketing Manager
Want to increase customer loyalty and overall happiness? Help your customers to help themselves. As a recent Forrester survey demonstrated, there’s a new breed of customer and a new set of customer expectations when it comes to service delivery. Today’s customers not only want accurate responses;...
Turning the Contact Center Into a Competitive Advantage
July 07, 2016
Written by Pam Bednarczyk, Content Marketing Manager
Today’s contact centers play a vital role in managing customer relationships from start to finish. Since it is central to the overall customer experience, more companies are recognizing that a well-run, well-equipped and well-staffed contact center can help to differentiate a business and become a...
ShoreTel UK & Ireland Partner Conference 2016
June 27, 2016
Written by Gary Gould, EMEA Marketing Director
This year’s UK and Ireland Partner Forum was literally in the clouds! On June 14th, more than 50 partners and 90 attendees ascended to Landing 42 in the heart of the City of London. The Leadenhall building – affectionately called the ‘Cheese Grater’ – is home to the highest event venue in Europe...
ShoreTel Knocks It Out of the Park at the CIO Summit NZ
June 20, 2016
Written by Phil Morgan, Partner Business Manager
Sporting a winning partnership, ShoreTel hosted the CIO of the San Francisco Giants baseball team, Bill Schlough , in New Zealand during IDC’s CIO Summit NZ held June 8-9 in Sky City, Auckland. Bill presented to an audience of more than 100 of New Zealand’s top CIOs on how technology and innovation...
Your Next Business Phone System: 10 Dynamics That Should Dictate Your Decision
June 17, 2016
Written by Pam Bednarczyk, Content Marketing Manager
You want to replace or at least upgrade your current business phone system, but with so many choices in the marketplace today, the process can be a bit overwhelming. Do you stick with an onsite system, make the leap to the cloud, or take a blended approach via a hybrid solution? Before you begin...