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5 Powerful Contact Center Technologies for 2019

If I had to use two words to describe contact center tech in 2019, they would be: Cloud-based, Data-Driven. I know – neither the Cloud nor a data-driven approach are new.  The difference is that contact center vendors are now able to integrate technologies like Artificial Intelligence and Predictive Analytics into their solutions, giving contact centers new […]

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What is a ShoreTel Support Provider?

A ShoreTel support provider is an expert that provides support for Shortel hardware and software. When you have issues with your ShoreTel phones, ShoreTel Connect, ShoreTel routers, etc., you need a technical support provider to get things fixed. But beyond just fixing broken ShoreTel systems, a ShoreTel support provider is a partner to help you […]

Using Gaming to Improve the Employee Experience in the Contact Center

Using Gaming to Improve the Employee Experience in the Contact Center

Encouraging the Right Behavior for Greater Customer Satisfaction Having the right data can make or break organizations that rely on phone communication with their customers. The need for collaboration between disparate phone systems and reporting systems goes beyond what most phone manufacturers offer to measure the customer experience. The integration between Mitel (ShoreTel) and Brightmetrics […]

Critical Questions Your Contact Center Should Answer: Analytics is the Key to Unlocking Contact Center Success

Contact Center Metrics for Better Customer Service in 2019

How Big Data & Analytics Save the Day. Hold Please… No one starts their day thinking, “I want to spend 30-60 minutes, or even longer, on the telephone waiting to reach a contact center agent.” However, a study from the analytics firm, Marchex, estimates that Americans spend 900 million hours per year on hold. The […]

PCI Compliance in the Age of the Recorded Call

One of the challenges of a call center today is balancing excellence in customer service experience while adhering to strict security standards that maintain customer confidence. When customer service representatives collect any kind of payment, your organization is required to comply with the Payment Card Industry Data Security Standard (PCI DSS). Keeping customer financial information […]

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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 […]

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 […]

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The 9 Commandments of Contact Center Customer Service

I just finished a piece on what I call the “Rental Economy”. Whether it’s a Cloud-based product like Office 365 or a (used-to-be?) hardware/infrastructure-related system like your business phone system, many businesses, Packet Fusion included, are now “renting” at least some of their business tools and services via an “As-a-Service” model. Whatever you think of […]