Contact Center Manager Andrea Murphy researched and evaluated the top communications providers and determined that Mitel’s solutions were the most elegant. She said Mitel has empowered the company’s contact center agents, giving them workforce autonomy by allowing them to search for their own calls, add notes to call and share good experiences.
Now, agents have the ability to share calls, learn from each other and engage in self-development. New employees are benefiting from Mitel’s system as a training tool—listening to historic calls to and building their confidence. Using the playback feature has also improved agent accountability.
“If you miss something from a call, you can easily go back and listen to it,” said Contact Center Agent Jessica Milne. “As an agent, I’ve been empowered to access my own call recordings. This is something I didn’t have before, and it has greatly enhanced my role.”
Plexus Law’s legacy communications system was too expensive to maintain and lacked flexibility and functionality. They seamlessly moved to a Mitel solution that has dramatically improved communications internally and externally.Read More
Weightmans, a top 60 law firm, needed to become a true technology-focused firm with a new phone system.Read More
Robinson Legal worked with Mitel to adopt a communications system that could promote collaboration and ensure its office resources were available inside or outside the office.Read More