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Happy Female Call Center Agent Speaking with Customer
November 08, 2016
Written by Tim Zarkovacki, Solutions Architect, Palitto Consulting Services
"Thank you for calling Acme Company. What is your account number?" Have you heard this on the other line before? If so, you know how frustrating it is when the company you're calling doesn't know who you are. What if you instead heard, "Thanks for calling in today, Mr. Smith! Are you still having...
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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...
12 Inspiring Quotes to Kick Off National Customer Service Week
October 03, 2016
Written by Pam Bednarczyk, Content Marketing Manager
National Customer Service Week -- an annual celebration that honors customer service and those who deliver it -- takes place this year from Oct. 3 -7. To kick off the celebration on a high note, we're pleased to offer up 12 thought-provoking insights that capture the secrets behind every...
Categories: Blog, Customer Experiences
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...
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;...

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