Back in the summer we did a blog on ShoreTel from a Shareholders perceptive.    There were a number of issues troubling us which did not seem to make sense and for which we, as outsiders, could not fully appreciate.   Having purchased ShoreTel…

The Symptoms  - Help!  My on-hold recording warbles like a wounded canary!  If your customers are kvetching over the aches and pains of listening to your wobbly, distorted on-hold recordings, it's time to seek medical help. The Causes - The…

If you have managed a contact center of any size, sooner or later, you will be asked to make a change on demand.    A contact center supervisor feels the need to have a "team" meeting in the middle of the work day and needs the entire staff…

It is almost expected that a modern call or contact center be able to offer a "call back from Queue" option to your callers.  In fact some call centers are now offering a Call Back with no phone call required from your caller at all!  The…