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Welcome to the ShoreTel Blog

Customer service agents with headsets
March 24, 2017
Written by Tim Prugar, Account Executive, Next Caller
Back in July 2016, the Internet was set ablaze by reports that Zappos logged a customer service call that lasted almost 11 hours. While an extreme example, it’s demonstrative of the emphasis that contact centers and contact center leaders are now placing on ensuring a positive customer experience,...
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Happy woman shopping online
March 21, 2017
Written by Pam Bednarczyk, Content Marketing Manager
It’s not unusual to see conflicting priorities in the C-suite. While elevating the customer experience is a top priority for both the CMO and COO, the CIO must ensure that new technologies desired by line of business managers measure up to security standards and are within budget. In addition, the...
Manager speaking with contact center agents
February 23, 2017
Written by Pam Bednarczyk, Content Marketing Manager
Consumers have more options to reach customer service than ever before, but how does this impact your contact center’s efficiency? More channels can mean greater complexity, which in turn could translate into delayed response times, more abandoned calls and lower customer satisfaction. While today’...
VIP Treatment Image
February 09, 2017
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
Smart businesses know that today’s VIP customers aren’t simply a select group of people. They include every customer. That premise presents a new set of challenges that requires businesses to consistently deliver high-end personalized service to every person who engages with their contact center ...
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...
Service Agent with headset using cell phone
January 11, 2017
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
As the bar for customer experience rises, does your contact center have the capabilities needed to adapt to changing expectations? In the past, customers simply dialed a number to get help, ask a question or order a product. But as many businesses know all too well, this is no longer true. Today,...
5 Smart Contact Center Strategies Designed to Improve the Customer Experience
August 23, 2016
Written by Pam Bednarczyk, Content Marketing Manager
In a recent study of more than 300 contact centers from across the globe, Deloitte found that 85% of respondents viewed customer experience as a competitive differentiator, up from 62% in 2013. Accuracy and quality of information, quick access to contact center team members, and first contact...
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...
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...
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...

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