SO, HOW’S YOUR DIGITAL TRANSFORMATION GOING?

So, how’s your digital transformation going? If your immediate reaction is that you don’t have a digital transformation underway you may want to reconsider, since every one of your competitors are going digital. You’ve Already Had Many Digital Transformations! There’s a popular misconception that digital transformation is something new. We have been doing business transformation […]

MANAGING THE NEW DIGITAL NORMAL

Getting to the cloud has taken on a whole new urgency lately, changing the way traditional businesses operate. Packet Fusion has been busy helping organizations manage the new digital normal, making sure they are able to stay connected and deliver great service to their customers.  Here are a few examples:   CyberCoders is a permanent […]

The Right Contact Center Solution—Just in Time

At Packet Fusion, we are helping clients see clearly in 2020—and as one of the longest-running lighting distributors in the US, Candela Corporation also helps people see clearly.   For three generations, Candela has supplied electrical wholesalers with lights, ballasts and sockets from their headquarters in Irvine, California and their warehouse in Bethlehem, Pennsylvania. Great […]

Great Customer Experiences Begin with your Contact Center

If you have customers you want them to have the best possible experience. One of the biggest key elements in creating incomparable customer experiences is the quality of your customer Contact Center. In many cases it is the Contact Center that has the most interaction with customers and owns the greatest responsibility for creating and […]

5 contact center metrics you should know

The 5 Most Important Metrics Every Call Center Should Be Tracking

What can abandon rate tell you about your call center’s staffing levels? Well, quite a lot in fact. Your phone system is brimming with powerful analytics about your call center’s performance—insights that can be directly translated into data-driven decisions that impact the bottom line. These detailed analytics remain primarily untapped by contact center managers. While […]

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AI in the Contact Center: Transforming Your Customer Experience

Companies like Uber, Lyft, and Airbnb have done more than transform their respective industries—they’ve completely changed customer experience demands for every business. And meeting these demands is especially important in your contact center. Digital-native companies have jumped at the opportunity to bring personalized experiences to their contact centers. Whether their customers call in, use a […]

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How to Transform Your Traditional Contact Center into a Customer Engagement Center

The business world has rallied around Gartner’s claims that customer experience is the new battleground for the majority of brands. But for all the surface-level excitement about differentiating on customer experience, executing that vision can be a challenge. Differentiating on customer experience means achieving a level of customer satisfaction that sets you apart from competitors. […]

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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 […]

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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 2020

How Contact Center Metrics & Analytics Can 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 […]