The Changing Landscape of Contact Center KPIs

January 18, 2017 – 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 proactive, multi-channel contact center whose representatives are versed in email, chat, text. Customer service must also grow a partnership with marketing to ensure a unified voice when interacting with customers in the social channels.

Top 5 Benefits of Cloud Unified Communication

Cloud Unified Communication – Top 5 Benefits

November 1, 2016 – 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 can expect when moving your phone system to the cloud: 

Using call center solutions with orange headsets

4 Ways to Improve Your Contact Center

October 27, 2016 – 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?

Is outdated tech a lucky strike?

The Real IT Challenge Resulting from Outdated Technology

August 24, 2016 – 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 Read on to discover the three most common issues we see when businesses are using outdated technology.


Back-to-School UC Basics

October 15, 2015 – 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 administration, teachers and parents.

working with a phone computer and paper

What’s More Important: Mobility or Collaboration?

July 30, 2015 – 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.

Don’t Let Cyberattacks Disconnect Your Business Communications

July 30, 2015 – 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 data. In fact, President Obama has made data security a national priority.

Stress Test Your Contact Center

June 24, 2015 – 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 working and what needs to be improved. Start digging into the stats and analysis in these reports and take the guesswork out of understanding what your customers are saying, how well campaigns are performing and which agents know their stuff.

Cloud UC Rains Down Big Returns for Businesses

June 24, 2015 – 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.