Blog & Resources

In a previous post, we talked about how a multichannel contact center – one that enables customers to seamlessly communicate with organizations through phone, email, chat, text and other channels – is becoming a business necessity. Customers are demanding this flexibility and convenience, and organizations can use solutions such as ShoreTel Connect Contact Center to resolve issues quickly, improve agent productivity, and boost overall contact center performance.

A recent study by research firm Ovum found that 86 percent of consumers use at least five channels for customer support. Although 68 percent believe a phone call is most likely to resolve their issues, 78 percent would opt for a different channel if they knew it would lead to resolution on the first try.

There’s no question that the cloud has forever changed the IT environment. According to the State of the CIO 2017, a new report from research firm IDG, the increasing adoption of cloud services has made IT departments more efficient, reducing the amount of time spent on traditional IT tasks.

Companies open branch locations for a number of reasons — to expand into new markets, broaden the pool of available talent and develop deeper relationships with customers, just to name a few. In fact, data from the Census Bureau’s Business Dynamics Statistics program shows that the number of branch offices has increased steadily while new business startups have declined.

The demands on the Wi-Fi network have never been greater. Users are constantly downloading data, accessing applications, and using voice and video conferencing on their mobile devices. If the wireless LAN isn’t up to the job, the user experience suffers.

Thu, Jul 20, 2017 10:00 AM - 11:00 AM EDT

It's amazing what business insights the right metrics can provide to you and your team. But it's not just about the numbers when it comes to getting the most ROI out of your contact center system. It takes the right combinations of data and enough flexibility to gain business intelligence from the activity within your contact center.