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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...
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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...
Kathy Erbes-Mrsny
May 02, 2016
Written by Lionel Tran, Global Customer Advocacy and Reference Programs Manager
We're pleased to introduce and congratulate our ShoreTel Fan-of-the-Month for May 2016 -- Kathy Erbes-Mrsny, customer care manager at Cantaloupe Systems. The company's deployment included the hosted ShoreTel Sky VoIP system, ShoreTel Contact Center, IP 400 series phones, remote management...
Categories: Blog
ShoreTel Milennial collaboration
January 12, 2016
Written by Chandler Harris, Content Marketing Manager
The Millennial generation will soon dominate the workplace. In turn, that’s sure to mean its spending power will rise. Indeed, Accenture predicts that Gen Y will spend $1.4 trillion, representing 30% of total retail sales, by 2020. That, the firm says, means that businesses who want to capture a...
ShoreTel Connect Contact Center
November 23, 2015
Written by Chandler Harris, Content Marketing Manager
The official black Friday start to the holiday season is quickly approaching. Shoppers are creating lists, and the National Retail Federation predicts consumer spending will be at or slightly above the 2014 season. For retailers, this means there will be greater competition this season and...
Categories: Contact Center

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