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9 Low-Cost Ways to Keep the Spirit of Customer Service Week Alive in Your Contact Center
October 10, 2016
Written by Pam Bednarczyk, Content Marketing Manager
Customer Service Week 2016, the annual celebration that recognizes the importance of customer service and the people who deliver it, is a not-so-distant memory now. But if all went as planned, chances are that you and your employees might still be basking in all the good vibes generated by the...
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12 Inspiring Quotes to Kick Off National Customer Service Week
October 03, 2016
Written by Pam Bednarczyk, Content Marketing Manager
National Customer Service Week -- an annual celebration that honors customer service and those who deliver it -- takes place this year from Oct. 3 -7. To kick off the celebration on a high note, we're pleased to offer up 12 thought-provoking insights that capture the secrets behind every...
Categories: Blog, Customer Experiences
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...
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...
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...
3 Customer Experience Metrics That Will Change Your Game
May 19, 2016
Written by Pam Bednarczyk, Content Marketing Manager
Never underestimate the value of happy customers. According to Forrester Research , companies that provide a superior customer experience grow faster by a range of metrics than those who don’t, develop greater loyalty among customers and can charge a premium for their products and services. In...
Customer Support with Unified Communications
August 13, 2015
Written by Katie Maller, Communications Manager
Businesses with outstanding customer service earn more from current customers and have greater success attracting more new customers, according to the American Express Global Customer Service Barometer . Yet, today consumers increasingly feel that companies pay less attention to providing quality...
Categories: Blog, Contact Center
May 01, 2013
Written by Jack McCarthy, Content Manager
Your customers are spending more and more time on their tablets and smartphones and they expect to interact with your business on their mobile devices. Are you ready to meet your customers’ growing expectations in the age of anytime, anywhere customer service? ShoreTel Contact Center can meet these...
Categories: Contact Center
February 05, 2013
Written by ShoreTel, Brilliantly Simple
ShoreTel-Contact-Center-on-Tablet-300x235.jpg Over the past few years, ShoreTel’s contact center customer base has grown significantly, and we are now serving more large enterprises than ever before that treat contact center as an integral part of their UC strategy. As the call center continues to...
Categories: Contact Center


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