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Call Center and Customer Experience

Your business lives and dies by its customers, and your customers expect more now than ever before. Today’s customer journeys are omnichannel, seamlessly moving between phone, email, SMS, web chat, social media and in-person communications. 

Giving customers the flexibility to engage with you on their preferred media is crucial to retaining existing customers and attracting new ones. At the end of the day, customers want their journey to feel personal, and an omnichannel customer experience provides that.

Exceed customer expectations

Retain customers and attract new ones by engaging them on their preferred device and media.

Measure and manage effectiveness

Analytics tools that measure employee productivity and management tools to increase effectiveness.

Achieve success metrics

Increase customer satisfaction, lower customer effort and improve net promoter scores.

Contact Centre Decision Makers’ Guide 2019-2020

Providing a personal, omnichannel customer experience and choosing the right technology and is key to success
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In the quest to deliver a more personalized customer experience, businesses have found an unlikely ally in machines. From tiny sensors to artificially intelligent contact centers, machine-based technologies can help businesses better understand, serve and communicate with their customers.


AI in Contact Centers

Revolutionize customer interactions with Mitel’s Artificial Intelligence (AI) contact center and call center solutions that transform your customer experience.

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ENHANCE CUSTOMER EXPERIENCE AND IMPROVE PERFORMANCE

Mitel Workforce Optimization captures the “voice-of-the-customer” and analyzes the interactions to spot opportunities to develop happy, competent employees that are motivated to deliver an exceptional customer experience. Obtain valuable insights into why customers call you, the problems they face, and how to best meet their needs by making data-driven decisions on business processes while ensuring workforce performance and quality management metrics are achieved. Mitel's Workforce Optimization suite provides Interaction Recording, Quality Management & Speech Analytics.

Obtain valuable insights into why customers call you, the problems they face, and how to best meet their needs by making data-driven decisions on business processes while ensuring workforce performance and quality management metrics are achieved. Mitel's Workforce Optimization suite provides Interaction Recording, Quality Management & Speech Analytics. 

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IMPROVED CUSTOMER EXPERIENCE WITH MITEL
Case Study
Carlsberg Breweries

Microsoft integration and digital transformation were made easier with this Mitel technology in place.

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Case Study
Boston Red Sox™

The Boston Red Sox™ needed a modern telephony system that would align with the future vision for the 115-year-old organization, and Mitel’s multi-site unified communications solution hit it out of the park.

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Case Study
Centrinex

Centrinex recognized that introducing multimedia capabilities into its call centers would not only improve customer satisfaction, but also increase productivity by enabling agents to handle multiple customer interactions at once.

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call center tips and tricks
Infographic
7 Contact Center Personality Types & How to Help Them Thrive

Every contact center is unique, but chances are, you will spot these personality types within all of them. A new infographic identifies 7 classic contact center personas, and helps you to understand where they're coming from and how to motivate them.

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White Paper
5 Ways to Improve Customer Experience

Does your customer service have room for improvement? Find out now with this tip sheet and see how you stack up against five best practices Mitel identified for improving customer service.

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