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Welcome to the ShoreTel Blog

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...
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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
January 24, 2013
Written by Don Joos, CEO
ShoreTel has been extremely successful providing customers a great experience as we continue to receive accolades in the market place about how our customers are raving fans. Our goal for satisfied customers is not limited to our on-premise business but it also extends to our cloud business,...
Categories: Customer Experiences
October 09, 2012
Written by ShoreTel, Brilliantly Simple
ShoreTel continues to help credit unions successfully navigate the challenges of increased competition and cutting-edge service expectations via ShoreTel’s powerful all-in-one solution that helps eliminate complexity thus lowering total cost of ownership for businesses. In the current economy,...
July 30, 2012
Written by Don Joos, CEO
I am very excited to provide an update on the progress we made during the first full year of our Customer Experience (CE) program. We launched our revised survey program last year leveraging Net Promoter Score (NPS ) as our primary metric. During the last 12 months, we gained valuable feedback on...
February 29, 2012
Written by Don Joos, CEO
We are pleased to recognize the following Partners who consistently deliver a World Class Customer Experience for the time period of July – December 2011. In July 2011, ShoreTel launched an improved Customer Experience program, utilizing Net Promoter Score (NPS) methodology. ShoreTel and several of...
Categories: Channel Partners
October 06, 2011
Written by Norm Jones, Technical Marketing Engineer
We launched ShoreTel Enterprise Contact Center 7 this past May. Our CMO, Kevin Gavin, said of it, “In this era of social media where news spreads fast, enterprises strive to enhance their company’s brand perception through stellar customer service. The call center, with personal agent queues, is...
Categories: Contact Center
August 17, 2011
Written by ShoreTel, Brilliantly Simple
IT budgets are getting stretched thinner as the economy continues to struggle and unemployment remains high. With IT resources constrained, is unified communications a wise investment? The signs, from rising IP PBX sales to total cost of ownership, point decisively to “yes.” The ability to...