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Welcome to the ShoreTel Blog

B2B buyer's journey
August 08, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
Many B2B organizations are making headway on their digital transformations, with the early adopters beginning to see notable improvements on efficiency and employee productivity. But it’s interesting to note that the majority of B2B organizations have focused their digitization efforts more on...
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chatbot call center
August 02, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
Technologies such as machine learning and artificial intelligence are changing the way businesses operate, enabling more automation and deeper analytics. But nowhere are robots more compelling than in the digital workplace. From 24/7 customer service and fewer human errors to less dependency on...
IoT business applications
June 29, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
With IoT and big data, consumer expectations for service are changing – and rapidly. Customers engage with businesses through more channels than ever, and they’re demanding faster and more efficient service. But organizations now have the ability to leverage vast amounts of data gathered from...
Categories: Blog, Cloud Communications
customer experience tips
June 22, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
Many organizations probably don’t give behavioral psychology a lot of consideration when developing a customer satisfaction strategy. But you might be surprised to know it can play a significant role in establishing loyalty, increasing referrals, and boosting sales. What’s more, behavioral...
Categories: Blog, Customer Experiences
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...
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...

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