You are here

Welcome to the ShoreTel Blog

image of a handshake between two men
January 18, 2017
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
There’s a simple reason providing customers with exceptional experiences should be a top priority – it consistently leads to more loyal customers and higher revenues. But delivering on the promise of stellar service is challenging, especially as digital technologies raise customer expectations even...
Read More
|
Happy man on cell phone
December 29, 2016
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
Sam Walton, the founder of Walmart, once declared, “The goal as a company is to have customer service that is not just the best, but legendary.” Inspiring as that may be, what does a company actually need in order to deliver exemplary customer service, the kind that produces happy and loyal...
Young man doing online shopping
December 28, 2016
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
Customers want fast, easy answers to their questions, and they prefer seeking them through channels that provide the least amount of friction, writes Forrester analyst Kate Leggett. Thus, they often turn to self-service options first, making this one of the most important components of the overall...
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...
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...

Pages