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Welcome to the ShoreTel Blog

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...
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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...
[WEBINAR] Assessing Deployment Options for UC
June 09, 2016
Written by Pam Bednarczyk, Content Marketing Manager
Still trying to decide which business phone system deployment option – onsite, cloud or hybrid – is the best fit for your business? Then have we got a webinar for you! Telecom analyst Jon Arnold recently published a white paper focused on the business case for each of the three deployment models...
Give Your IVR a Second Look
June 08, 2016
Written by Pam Bednarczyk, Content Marketing Manager
If you’re a fast-growing business looking to improve profit margins without adding headcount or diminishing the customer experience, don’t overlook one tool you may already have in place… your IVR. IVR technologies have come a long way since their first introduction to the marketplace in the 1980s...
What Dogs Teach About Us About Customer Service
May 31, 2016
Written by Pam Bednarczyk, Content Marketing Manager
With Memorial Day weekend behind us, summer is officially underway! In honor of the dog days of summer, today's blog takes a light-hearted look at customer service from the canine point of view. Customer service is going to the dogs. And, for the purposes of this blog, that’s a good thing. While...
Customize Your Contact Center to the Way Your Team Works
May 26, 2016
Written by Pam Bednarczyk, Content Marketing Manager
Nowadays, customer support is far more complex and challenging than ever before. Technology has fostered higher expectations among customers, who not only expect to reach brands through a wider variety of channels, but also increasingly demand same-day resolution of issues. In a recent Nielsen/...