Call Center not Required! Long the standard in boiler room call center applications, recording calls is often a requirement outside the call center. There are any number of reasons to record calls for including compliance, … Read More
Can you send a picture to your Call Center We have been integrating SMS to CISCO UCCX and ShoreTel Call Center deployments for customer service scenarios for some time. The interface is very simple: Login, … Read More
In business what is measured gets done! We subscribe to the business adage that what is measured gets done! For this reason key performance indexes are absolutely essential to the success of any customer service … Read More
Mobile devices are the most ubiquitous devices on the planet! Text messages are read almost instantly, never miss their target and are high impact, high content messages. Why continue to increase the number of incoming … Read More
Why use Shifts at all? Most call centers have “on hours” and “off hours” that route callers to different options based on time of day and day of week. ShoreTel ECC has a concept entitled … Read More
So you are upgrading to ShoreTel Connect! Watch out for these blistering hot spots: Assume you have a call center that works three shifts, with 15 Agents per shift. In the Pre-Connect world, you would … Read More
For compliance will you Record Audio or Screen? There are a range of products and services that can be used to “record” phone calls on a CISCO CUCM, UCCX and UCCE. These products range in … Read More
Placing your ShoreTel HQ in the “cloud”? Moving the ShoreTel HQ server to a data center to increase system resiliency, reduce or eliminate down time and increasing overall recovery times has always been high on … Read More
Why Route by DNIS? Routing by the number the caller dialed, or DNIS is the preferred routing strategy for any Call Center call flow. Clearly you can assign a DID phone number to a specific … Read More
What Carrier do I use for this location? If are responsible for planning out a WAN connectivity solution for your VoIP deployment, you need to know what carrier services your target circuit location. This can … Read More
Complimentary free download - DrVoIP VoIP Network Readiness Assessment Checklist (pdf)
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A plain language VoIP guide for the business professional. (pdf)
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Complimentary free download - DrVoIP VoIP Network Readiness Assessment Checklist (pdf)
Download Now › |
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