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Contact Center Metrics & Operations
Covering everything from IVR scripting to real time analytics. This series is a must for customer service supervisors and/or managers looking not only to improve daily operations.
Telephony Tech Talk
Want to understand the full depth of Telephony? Learn how to use communicator to best practices for network fail over.
From discussions on industry trends led by Matt Pingatore to introducing you to new technology, our monthly deep dives will help shape thoughts on the future of your business and refine operation policies.
Call Recording & Customer Confidence
ShoreTel Connect With Packet Fusion
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.
ShoreTel 400 Phone System Videos
Now that you have your new ShoreTel phone, take some time to watch these handy easy to follow long videos. Communication made easy.
ShoreTel Connect Client
These ShoreTel Connect Client user videos help you to manage business communications using your ShoreTel desk phone, computer, mobile phone, or home telephone.
ShoreTel Tech Bytes
ShoreTel is continually adding to features and apps to ensure you get to communicate the way you find easiest. These short videos review everything from G-Suite to Salesforce integrations.