Blog Archives

The Rise of the Multi-Channel Contact Center

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

Consumers are growing increasingly savvy as they search for better deals, lower prices and better services from businesses. And to get what they want, they’re using a variety of ways of accessing services, from voice to email, web chat and instant messaging. ShoreTel’s new White Paper, Building a Multi-Channel Contact Center, explains how businesses can […]

How Contact Centers Can Meet Demands of Multi-Channel Consumers

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

Businesses are recognizing the high importance of meeting the service needs of consumers that are increasingly demanding and tech savvy, and who use a variety of devices to communicate. Addressing the needs of the multi-device, multi-channel consumer through customer contact centers is a central theme of the Call Center Week conference being held in Las […]

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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