Author : Bharath Oruganti

NPS and Why It Matters

By: Bharath Oruganti, Senior Director, Technical Services

Building on Don’s blog post from Monday where he detailed ShoreTel’s success in the first year of our Net Promoter Score (NPS) program, I thought I should step back and explain what NPS is and, more importantly, why it matters. Why NPS? Customer feedback is the secret sauce that helps every company continually review and […]

Recent Service Experience Improvements From ShoreTel TAC

By: Bharath Oruganti, Senior Director, Technical Services

I am very excited to share two recent features we have implemented to improve the service experience with ShoreTel TAC (Technical Assistance Center). On May 7, we announced TAC’s Call Me feature. Call Me is a virtual queuing solution that provides the Service Request (SR) creator the option of having TAC call you back instead […]

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