Customer Service by the Numbers – brightmetrics!
In business what is measured gets done! We subscribe to the business adage that what is measured gets done! For […]
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Call, Click or Text your Contact Center?
Mobile devices are the most ubiquitous devices on the planet! Text messages are read almost instantly, never miss their target […]
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Understanding ShoreTel Connect ECC Shifts!
Why use Shifts at all? Most call centers have “on hours” and “off hours” that route callers to different options […]
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TOP ShoreTel Connect Installation Gotcha’s !
So you are upgrading to ShoreTel Connect! Watch out for these blistering hot spots: Assume you have a call center […]
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Configuring Compliance Recording with CISCO Workforce Optimzaiton
For compliance will you Record Audio or Screen? There are a range of products and services that can be used […]
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Build ShoreTel Connect inside your own private Cloud using AWS!
Placing your ShoreTel HQ in the “cloud”? Moving the ShoreTel HQ server to a data center to increase system resiliency, […]
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Add DNIS routing to your ShoreTel ECC Contact Center!
Why Route by DNIS? Routing by the number the caller dialed, or DNIS is the preferred routing strategy for any […]
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What Carrier can provide Fiber to my branch office?
What Carrier do I use for this location? If are responsible for planning out a WAN connectivity solution for your […]
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ShoreTel lsp_ping and the SG-Vphone coma!
Ping a network engineers best friend! Most network folks are comfortable with a standard Ping command. Some even know that […]
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Compare CISCO and ShoreTel “dial plans” and “calling priviledges”!
What is a route or dial plan? Most if not all phone systems provide for route plans and calling or […]
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