Whether you are a Mitel MiVoice Connect Contact Center (MCCC, previously ShoreTel ECC) customer looking at the migration path to MiContact Center, or you have been a longtime MiContact Center customer…we’ve got fantastic news for all of you!
All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. While you may have encountered some […]
A few weeks ago, our partners at Mitel kicked off their 2020 with a major focus on enabling their team and valued channel partners to take on the opportunities and challenges for the new year. The Mitel team serves one of the most extensive combined UC and Contact Center installation bases in the world! […]
Are you offering a simple point of contact for your organization, or are you crafting a complete experience? Is the team that answers the phone, emails, and chats from your customers an inevitable necessity and cost center? Or do you see these moments of interaction as opportunities to strengthen the customer journey and build an […]
We have to admit, we feel a bit shocked when people tell us they are accessing all the insights they need from their phone system or contact center software’s native reporting tool. Why do we feel so strongly about this? Well, here are just a few examples where native reports fall short: The single-point-in-time snapshots […]
The Genesys Cloud (formerly PureCloud) scene is growing like crazy! They’ve continued to earn their place as a leader in the Contact Center as a Service (CCaaS) landscape and regularly appear in Gartner’s CCaaS Magic Quadrant. However, among the superlative reviews, there is one consistent theme: can Genesy Cloud reporting be customized? With the Genesys […]
We didn’t upgrade our user interface for us, we did it for you, the customer. And we want to make sure you’re getting the full experience of Radiance and all it has to offer. Yes, it’s sleeker, more modern, and generally more appealing to the eye, but this update comes with more than just an […]
If you said, “thresholds are a strip of wood, metal, or stone forming the bottom of a doorway”, well…. you’d technically be right, but we’re not talking about that kind of threshold. No, we’re talking about time (or count) thresholds as they relate to inbound calls in your call center. These are pre-planned values […]
Creating your own call center agent gamification program can feel like a stressful, daunting task. However, we are here to tell you that it doesn’t have to be awful. It’ll take a little bit of time, but the outcome will be more than useful in teaching your team how to better work towards their performance […]
You’ve probably heard the term gamification. But what does gamification really mean? Or most importantly, how could it actually be useful in the call center? Find the answers to these questions and more in the video below. Take a look! Gamification Defined Some people think of gimmicks with the term “gamification” like […]