ShoreTel IVR: Customize Your Way to Better Customer Service

By Travis Dillard, President of Inflow Communications

Luckily for customers and customer service providers, technology is constantly evolving. Including contact center tools, which are more multifaceted than ever before. With the additional tools in contact centers’ toolkit, contact centers can meet the needs of today’s demand for high-quality customer service.

We recently discussed this in a training session on ShoreTel IVR – read more about it here. As Chris pointed out, there are many elements of ShoreTel IVR that are often overlooked and underutilized. Nowadays ShoreTel IVR offers a diverse set of tools. Here’s another great resource regarding ShoreTel IVR — the IVR Evaluation Worksheet.

This worksheet can help you identify ways you can improve your customers’ experience when they call into your contact center. It reviews significant business objectives and call analytics that will pinpoint your contact center’s weakest and strongest points. Because there’s no one size fits all solution, this worksheet is a great guide for contact centers, big and small.

And don’t forget, at Inflow we provide Contact Center recommendations to our clients through ongoing assessments, training, and dialogue to assist our customers in becoming contact center experts themselves. Our Contact Center Success Manager program is tailored to each of our clients. This includes an onsite training session, Contact Center Boot Camp, for Managers, Supervisors, and Executives that would like to better harness the power of their contact center solutions to gain maximum results. We look at the operation at the business level, the manager level, the technology level, the configuration level, and the agent user level. This can be an ongoing engagement or a single need engagement. Our goal is to provide the best services possible to help our clients in providing the best services possible to their customers.

Interested in attending one of our complimentary ShoreTel Contact Center Training webinars? Click here for upcoming training sessions.

About Inflow

Founded in 1997, Inflow is one of the nation’s top Unified Communications and Contact Center consultants in today’s market. Pioneers in cloud unified communications and cloud contact center success, Inflow is the first company to provide contact center consulting and training focused solely on helping you elevate your customer experience.

With over 200,000 endpoints supported under Inflow’s innovative success programs around the world, Inflow built its brand and reputation around providing unrivaled customer support. Inflow is in Mitel/ShoreTel’s top 2% in global customer satisfaction, and quickly acquiring a top spot with RingCentral, Genesys PureCloud and NICE inContact.

By partnering with Inflow, you can expect the highest level of strategic consultation, execution, and optimization available in the industry.