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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.

Strategy Summits

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.

Upcoming Webinars

June 20th

Call Recording & Customer Confidence

At 11am PDT, Packet Fusion will partner with Telstrat to walk through PCI compliance for call recording. In the hour-long discussion, we will offer some best practices for call recordings and answer the question "Is your contact center putting customers at risk credit card fraud?"

Available now!

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.

How-To Videos

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.

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