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Welcome to the ShoreTel Blog

B2B buyer's journey
August 08, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
Many B2B organizations are making headway on their digital transformations, with the early adopters beginning to see notable improvements on efficiency and employee productivity. But it’s interesting to note that the majority of B2B organizations have focused their digitization efforts more on...
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chatbot call center
August 02, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
Technologies such as machine learning and artificial intelligence are changing the way businesses operate, enabling more automation and deeper analytics. But nowhere are robots more compelling than in the digital workplace. From 24/7 customer service and fewer human errors to less dependency on...
July 26, 2017
Written by Theresa Larkin, Sr. Solutions Marketing Manager
Healthcare technology provider, Callidus Health, was looking for a reliable and secure CPaaS solution to serve as the foundation for their healthcare communications software solution, CareLink. Being in the healthcare industry, HIPAA compliance and superior call quality were at the top of their...
Categories: Blog, Customer Experiences
Summit App Challenge for voice & SMS applications
June 27, 2017
Written by Theresa Larkin, Sr. Solutions Marketing Manager
ShoreTel recently hosted a Summit App Challenge for our employees to gain hands-on experience building voice and SMS applications on our Summit CPaaS solution. Participants had one week to build an app and team members from every department and skill level got involved – including both experienced...
customer experience tips
June 22, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
Many organizations probably don’t give behavioral psychology a lot of consideration when developing a customer satisfaction strategy. But you might be surprised to know it can play a significant role in establishing loyalty, increasing referrals, and boosting sales. What’s more, behavioral...
Categories: Blog, Customer Experiences
Three Ways to Protect Customer Privacy While Leveraging Big Data
May 25, 2017
Written by Tim Prugar, Director of Customer Success
​ In this day and age, it is growing increasingly difficult to have an interaction with a brand or product that isn’t in some way driven by data. Big Data drives the advertisements we see, the cabs we hail, and even the prices of flights we take. The dependence on Big Data to drive marketing and...
image of question mark
May 18, 2017
Written by Pam Bednarczyk, Content Marketing Manager
​ The best way for companies to keep their customers coming back is to resolve problems on the first contact. More than 80% of consumers who switched from one provider to another because of poor service said they would have stayed if their issue had been addressed on the first try, according to...
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...
Happy man at laptop raising his hands in enthusiasm
April 05, 2017
Written by Pam Bednarczyk, Content Marketing Manager
Brand ambassador programs are an effective way to market and build a community around an organization’s products and services. But can such a program apply to an internal rollout of new technology as well? For the C-suite, there’s quite a bit at stake when a new system premiers. In addition to...
Categories: Blog, Customer Experiences
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...

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