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Welcome to the ShoreTel Blog

Smiling male customer service agent
March 22, 2017
Written by Pam Bednarczyk, Content Marketing Manager
It’s time to stop thinking about the contact center as a cost center. As consumer expectations for customer experience rise, the agent’s role is shifting, and as a result your customer service team has the potential to significantly influence customer satisfaction and loyalty. And by delivering...
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4 puzzle pieces fitting together
March 02, 2017
Written by Pam Bednarczyk, Content Marketing Manager
As automated options such as interactive voice response (IVR) and web self-service allow customers to resolve simple issues on their own, expect contact center agents to spend more time on the phone resolving complex issues. Since these interactions won’t be as cut-and-dried as a task like updating...

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