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Welcome to the ShoreTel Blog

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 ...
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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...
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/...
7 Contact Center Personalities & How to Help Them Thrive
May 25, 2016
Written by Pam Bednarczyk, Content Marketing Manager
When it comes down to it, customer service is all about people… not only those who your business serves, but those who deliver the service as well. And while it’s important to understand your customer, it’s equally important to understand your staff and what motivates them. Because once you know...
ShoreTel CEO Don Joos Throws Out First Pitch at Miller Park
May 20, 2016
Written by Pam Bednarczyk, Content Marketing Manager
ShoreTel's in the Big Leagues! As CEO, Don Joos is ShoreTel’s number one pitchman. But on May 19, Don stepped his game up a notch as he threw out the first pitch to one of the company’s newest customers – the Milwaukee Brewers -- at Miller Park in Milwaukee. Take a look: Don’s major league pitching...

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