Tool Fatigue – Side Effect of the Modern Office

If you have a work-related pain point, you can likely find all kinds of tools to “fix it” by searching the “symptoms” online. A shiny new tool, released within the last week.  When the average smart phone owner uses 30 apps per month, it is a little wonder that our phones, desktops and browser favorite […]

customer service person using the call back option

Can You Improve Customer Satisfaction with Virtual Hold?

Simply put, people like options.  They want service their way, on their terms.  According to a Forrester survey on customer service, 73% say valuing their time is the most important thing companies can do to provide them with good customer service. And 60% of consumers feel that more than a minute of hold time is just […]

The Changing Landscape of Contact Center KPIs

Call center key performance indicators (KPIs) have evolved.  Along with a subtle industry nomenclature change from ‘call center’ to ‘contact center’, a host of new customer contact methods and a new definition of customer service has been born.  Customer service is no longer a reactive entity that takes customer phone calls.  It is has become a […]

Cloud Unified Communication – Top 5 Benefits

Cloud unified communication is trending for small to medium size businesses as they upgrade their phone systems.  “We can do that in the cloud” can be heard as the answer for everything from document storage to the purchasing of creative services.  But what exactly does that mean for your telephony system? Here are 5 benefits you […]

4 Ways to Improve Your Contact Center

A contact center is the cornerstone of providing great customer service. Technology has improved customer contact – but has it helped you enhance how you engage with the customer? 4 Ways Modern Call Center Solution can Improve your Customer Experience 1. Expand Reporting Beyond Traditional Metrics Every call center measures their average wait time, average […]

The Real IT Challenge Resulting from Outdated Technology

Does your network run at optimal capacity or do you find yourself working around disparate systems like the phone system, internal chat, video and countless other plugins?  You should have a technology partner that builds systems to enhance the way you run your business, not run your business around the technology. Read on to discover […]

Back-to-School UC Basics

Schools are back in session, and kids are opening their Chromebooks and iPads and settling into the classroom routines. Away from the chaos in the hallways, school districts are now realizing huge benefits from deploying ShoreTel VoIP communications. ShoreTel’s robust VoIP platform is a reliable, proven resource for keeping costs down and conversations flowing between […]

ShoreTel Connect Delivers Something for Everyone

The recently released ShoreTel Connect emphasizes 1, 2, 3—one common platform; two ways to deliver (as-a-service or product); and three ways to deploy: cloud, onsite or hybrid. What does that mean for the people who use ShoreTel Connect every day? These top features for users, the IT department and call centers show the impact that […]

What’s More Important: Mobility or Collaboration?

It’s a trick question—A business needs both to be successful. Businesses without mobility are truly in the dark ages in terms of collaboration, productivity and integrated processes. And without collaboration, a business isn’t firing on all cylinders, which is why implementing effective mobility and collaboration to the organization should be top priorities. Why Mobility?  Employees […]

Don’t Let Cyberattacks Disconnect Your Business Communications

In early June the U.S. government announced one of the biggest cyberattacks on record when hackers compromised the personal information of four million current and former government employee records. This attack, following the Sony breach at the end of 2014, has moved the nation’s attention back to security and the real need to protect personal […]

Stress Test Your Contact Center

Contact centers are the heart of a business. And when the rhythms of a contact or call center are even slightly off, it can be an early sign of upcoming trouble. Diagnosing your contact center’s health is easy with ongoing report monitoring. Dozens of real-time and historical reports in ShoreTel Enterprise Contact Center show what’s […]

Cloud UC Rains Down Big Returns for Businesses

Business models in today’s fast-paced markets rely on quick turnarounds, prompt workarounds and speedy customer responses. Many companies, in both the early stages and with long histories, are turning to cloud-based UC services to give them the speed—and the cost savings—they need to respond ultra-fast. Cargo Airport Services USA has built a highly successful business […]