Skip to main content

You are here

Welcome to the ShoreTel Blog

Man using cell phone to make online payment
March 29, 2017
Written by Pam Bednarczyk, Content Marketing Manager
In the Mad Men era (circa 1960), consumer marketing was fairly simple. Spending was primarily on mass media such as broadcast commercials and print ads. If a customer had a question, they’d pick up the phone to call customer service. Today, brands promote their products and services in a media...
Read More
|
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...
Woman looking into crystal ball with man watching
January 03, 2017
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
The New Year typically brings with it a slew of predictions that may or may not come to pass. With that thought in mind, the SlideShare below takes a look back at some of the worst technology predictions of all time. The takeaway for those looking to learn from history? Keep an open mind to new...
Young man doing online shopping
December 28, 2016
Written by Pam Bednarczyk, Content Marketing Manager, ShoreTel
Customers want fast, easy answers to their questions, and they prefer seeking them through channels that provide the least amount of friction, writes Forrester analyst Kate Leggett. Thus, they often turn to self-service options first, making this one of the most important components of the overall...
3 Critical Reasons to Make SMS Part of Your Service Mix
September 27, 2016
Written by Pam Bednarczyk, Content Marketing Manager
For many people, text messaging is nothing more than a simple mobile tool that allows them to quickly communicate in real time. But for savvy businesses that want to stand out from their competitors, text messaging (a.k.a. SMS) has the potential to completely revolutionize the state of modern...
Design an IVR Experience That Drives Happiness
August 31, 2016
Written by Pam Bednarczyk, Content Marketing Manager
When it comes to contacting a business for the first time, a recent study from Software Advice , a company that compares IVR systems , found that almost half (48%) of U.S. consumers still prefer a phone call. The same study also underscored that, when it comes to a business’ use of an auto...
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...
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;...
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...
ShoreTel Call Center
November 13, 2015
Written by Katie Maller, Communications Manager
How can businesses deliver on the promise of a great “customer experience?” That’s the crux of an ongoing discussion led by analysts and journalists – and the driving force behind an investment that both C-suites and call centers should seriously consider. Why? Because customer experience could be...
Categories: Contact Center

Pages

Search Google Appliance

Type a keyword into the box above, then press Enter.