Blog Archives

ShoreTel’s Newsletter Helps Readers Stay Ahead of the Curve

By: Jack McCarthy, Content Manager Google+ icon for profile link

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 expectations. This issue is addressed in an […]

ShoreTel Rolls Out Latest Enhancements to Enterprise Contact Center While Keeping User Experience Brillantly Simple

By: ShoreTel, Brilliantly Simple Google+ icon for profile link

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 undergo major transformations to meet the needs of large enterprises that want to […]

Committed to Satisfaction

By: Don Joos, Senior Vice President of Business Operations

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, ShoreTel Sky. Over the last couple of months, […]

ShoreTel Credited for Unified Communications Excellence

By: ShoreTel, Brilliantly Simple Google+ icon for profile link

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, credit unions are looking for ways to offer unique service experiences because members expect high levels of […]

Net Promoter Score Update

By: Don Joos, Senior Vice President of Business Operations

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 how ShoreTel and our […]

ShoreTel and Partner Customer Experience is World Class!

By: Don Joos, Senior Vice President of Business Operations

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 our Partners have met or exceeded the World Class threshold. […]

ShoreTel Enterprise Contact Center 7

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 one of the first points of contact where […]

Is UC a Wise Investment in a Tough Economy?

By: ShoreTel, Brilliantly Simple Google+ icon for profile link

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 collaborate is more important than ever. Companies need to hone […]

ShoreTel Receives Nemertes Research PilotHouse Top Provider Award for IP Telephony for Eighth Year in a Row

By: ShoreTel, Brilliantly Simple Google+ icon for profile link

“For the unprecedented eighth straight year, ShoreTel claims the top prize in IP telephony. ShoreTel obviously is doing something right; no vendor ever has consistently won the same category multiple years as ShoreTel has in IP telephony.” – Irwin Lazar, Vice President and Service Director, Nemertes

Customer Loyalty and Contact Centers

By: ShoreTel, Brilliantly Simple Google+ icon for profile link

Many companies are attempting to differentiate themselves from their competitors through customer service. Finding new customers is always important for the growth of a company, but keeping existing customers has a significant impact on a company’s ability to survive in a global economy. While companies are placing more pressure on their customer service organization to […]

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