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Customer Success4 Call Center Agent Performance Tracking Metrics You're Overlooking
Transforming your call center into a thriving hub of customer satisfaction requires the right blend of efficient agents who can effortlessly meet customer needs. But have you considered the untapped power of agent performance metrics? -
Expert InsightsOn-Premises and Hybrid UC Benefits for Education, Hospitality, and Retail
On-prem, private hosted, and hybrid Unified Communications (UC) platforms offer unique advantages for education, hospitality, and retail organizations. Among participating companies in those industries in Metrigy’s Workplace Collaboration: 2023-24 global research study, almost 32% use on-premises UC platforms, while 24.7% use a private cloud solution. -
Customer Experience9 Tips for Creating Omnichannel Financial Experiences Customers Can Bank On
Today’s financial transactions look vastly different than they did five years ago. Banks, insurers, and other institutions are closing their physical locations and pivoting to online services. Fewer customers are engaging in person with bank tellers or insurance advisors. Instead, they use financial technology (fintech) apps to manage their money. -
IndustriesThe Crash of Cash: The Post-Pandemic Rise of Digital Financial Services
When did you last withdraw cash from an ATM or fill out a deposit slip at your local bank?
In contrast, have you recently hit the pay button in an app or tapped your phone’s digital wallet at a kiosk? -
IndustriesBuild a Safer, Connected K-12 School Community with Mitel Revolution
This is the third blog in our education series. The first two blogs focused on how Mitel solutions increase staff productivity and agility and empower teachers to enhance the learning experience. This blog will focus on how the same Mitel solution investment provides a cost-effective, flexible foundation for increasing school safety and strengthening district-wide communities of students, parents, and employees. -
PartnersA Look Back at Mitel Next 2023
Mitel Next, our signature annual partner conference, was back in person worldwide for 2023. For the first time since pre-pandemic February 2020, the Mitel team gathered with over 400 partners, key consultants, and sponsors to deep dive into strategy, vision, product roadmap, and enablement and to celebrate partner award winners from across the globe. -
Product NewsExceptional Softphone Voice Quality Is Critical for Hybrid Work
In our current ‘work from anywhere world,’ a good chunk of the population has come to rely on softphones to stay connected. Recently we explained that proactive performance monitoring is a no-brainer in sophisticated and high-performance unified communications environments. This also means delivering the best Voice Quality (VQ) possible has never been more critical. -
IndustriesTransforming Bank Branch and Office Networks with Mitel
To compete effectively with financial technology companies, or fintechs, banks and credit unions are transforming their two most powerful customer engagement resources: contact centers and branch and office networks. -
Expert InsightsOn-Premises and Hosted Cloud Solutions for Healthcare and Financial Services
Metrigy’s Workplace Collaboration: 2023-24 global study of 440 organizations find substantial deployment of on-premises and hosted unified communications platforms within financial services and healthcare industry participants. Nearly a third (32.3%) of financial services firms are deployed on-premises compared to 37.5% of healthcare organizations. An additional 22.6% of financial services firms use single-tenant private hosted cloud solutions, as do 12.5% in the healthcare vertical.