On-Going Training 2018-06-13T15:51:23+00:00

On-Going Training

Helpful Tools

CAN YOU IMPROVE CUSTOMER SATISFACTION WITH VIRTUAL HOLD?

Is call back right for every call center? Probably not. The real question is – is it right for your call center? Read our blog and take some time to critically think about turning on this simple feature — it could mean the difference between a great customer experience and a bad online review.

MITEL/SHORETEL CONNECT WITH PACKET FUSION

Packet Fusion’s CEO Matt Pingatore will take a deep dive into the ShoreTel Connect product. Discover how unified communications & collaboration with ShoreTel Connect will make your business agile, flexible, and scalable.

Webinars On-Demand

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.

5 Key Metrics Every Call Center Mangaer Should Master

These 5 statistics, when looked at through a new lens, have the power to change the definition of “good service” and provide a road map to improve your customers’ journey. Listen to Peter Hornberger from Brightmetrics break them down for you.

Certificate Based Authentication

During this 30-minute recording, Packet Fusion’s William Holmes answers the question: “What does ‘secure’ mean?” He takes the listener through the history of authentication and what it means for your ShoreTel phone system.