Get Customer Interaction Insights with Mitel Call Recorder… Capture, Organize, Playback & Share Voice Documentation
Posted on Jun 30, 2021 in Jeff Nolte's Blog

Unlock the full potential of your customer experience with an automated call recording solution that captures, archives, organizes, plays back and shares voice documentation. Here are some of the key benefits of voice documentation: Dispute Resolution – Quickly access recordings to resolve customer disputes, optimize best practices and ensure governance. Customer Experience – Facilitate organizational […]

6 Call Center Trends That Will Improve Customer Experience & Empower Your Remote Agents
Posted on May 7, 2020 in Jeff Nolte's Blog

Earlier this year, Mitel identified the call center technology trends and tools that help companies of all types deliver a superior Customer Experience. See which ones can benefit how your business engages with customers… Widespread adoption of cloud communications – Cloud communication has become particularly important for contact centers. With the cloud, traditional office-based contact […]

Cloud Contact Center: Why Companies Are Finally Jumping In
Posted on Sep 30, 2018 in Jeff Nolte's Blog

While cloud contact center solutions have been available for over 10 years, by some estimates less than 15% of global contact center agent seats are currently supported with a cloud solution. So why are companies finally jumping in? Here are some of the most frequently cited reasons… Access to new functionality. While many on-site solution […]

How Recording Your Telephone Calls Will Grow Your Business
Posted on Aug 30, 2018 in Jeff Nolte's Blog

If you had a simple, cost-effective tool that would improve customer service, increase your sales and even improve your own interactions with your customers, would you consider adding this tool to your arsenal? Many people think recording telephone calls is an act of “Big Brother” or the act of a ‘Paranoid Business Owner.” Nothing is […]

Delivering Healthcare? 5 Reasons to Consider a Virtual Care Center
Posted on Jul 10, 2018 in Jeff Nolte's Blog

A Virtual Care Center (VCC) is a centralized clinical operations center that leverages people, processes, and technology across the care continuum to enhance patient experiences, relationships, and outcomes. In essence, a VCC is a place where shared services are brought together and leveraged as virtual resources… teleICU, eHospital, centralized telemetry, rapid response, transfer/triage centers, disaster […]

Add a Mix of Channels for Better Customer Interactions
Posted on Apr 30, 2018 in Jeff Nolte's Blog

Today’s customers are relying on digital communications like email, text messaging, Web chat and social media to interact with your business. Omni-channel contact centers and communications give your customers the flexibility to choose the method of contact that makes the most sense for them at any given time. A customer experience journey may begin on […]

How Call Recording Offers Compliance, Legal Protection & Better Customer Service
Posted on Apr 20, 2017 in Jeff Nolte's Blog

Organizations in many industries are faced with legal, industry and service-level compliance guidelines that require them to record their phone conversations. These regulations especially impact the health care, legal services, insurance and financial services industries.

Running a Customer-focused Contact Center with Toshiba & CTS
Posted on Apr 15, 2015 in Jeff Nolte's Blog

Today’s Contact Center solutions improve customer satisfaction by enabling your agents to provide quicker, more efficient and cost-effective service. Toshiba’s Contact Center Suite runs as an app on Toshiba’s Media Application Server (MAS) or MicroMAS. Chesapeake sets up everything for you… We’ll connect and configure your Strata CIX or IPedge system to efficiently route incoming […]