Andrea Murphy, Slater & Gordon Lawyers’ contact centre manager, researched and evaluated the top contenders, determining Mitel’s to be the most elegant recorder she assessed. Mitel has empowered the company’s contact centre 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,” according to Jessica Milne, a Slater & Gordon Lawyers contact centre agent. “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.”
Delphi är en affärsjuridiskbyrå med verksamhetsområdena Corporate, TMT/Intellectual property, upphandling och proecess. Byrån är rankad som topp 3 i Sverige och telefoni är ett viktigt verktyg för Delphi.Läs mer
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.Läs mer
Anthony Gold realized it needed to review its telephony infrastructure as inter-site call traffic was increasing significantly.Läs mer