Using Wrap Codes for a Refined Customer Experience

When delivering a delightful and efficient customer experience for your callers, being able to anticipate exactly what they need is vital.   If your organization is running the Mitel MiVoice Connect Contact Center (formerly ShoreTel ECC), then using wrap codes to identify call types makes a granular level of clarity possible for the agent, their […]

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Now that We’ve Found [Abandonment Rate/Queue Time] ❤ What are We Gonna Do?

Okay, cool video last time about what abandonment rate and queue times can tell you, right? If you missed that one (or just miss Peter’s baritone), you can always watch it here.   Now you’re curious… just how do I monitor my Average Queue time, my Average Abandoned Calls Queue times, and my Abandonment Rate? […]

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Improve Call Center Agent Performance

3 Ways to Improve Call Center Agent Performance

If you use Brightmetrics Core UC Analytics Service to derive valuable business insights from your ShoreTel business phones, you’re already a believer in empowering your team with data perspectives that are tailored and unique to your organization. Call center management and team leaders can also take these benefits to the next level with ECC Analytics […]

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