Assessing & Optimizing Your People & Processes
Understanding your contact center environment to identify improvements to your customer and agent experiences
Gather Details on People & Processes
To set a performance baseline, we interview the key stakeholders on your team to understand your current contact center processes, structure, and functions. This allows us to gather the necessary information to make informed recommendations for improvements.
Observe Agent & Supervisor Functions
With a baseline established, our contact center experts will observe your team of agents and supervisors to find areas for efficiency improvements that include staffing needs, automation adjustments, or artificial intelligence augmentation.
Develop Priorities, Timelines, & Project Plans
Once we’ve gathered the necessary information, we can put together a plan for improving your contact center operations. Our team will develop priorities, timelines, and project plans that put you on a path to success.
Identify Outsource Labor Options
Sometimes our recommendations include Business Process Outsourcing, or BPO. BPOs have helped many of our customers realize efficiencies in their contact center. Gone are the days where outsourcing came with a list of complications. Today, outsource agents use the same tools, platforms, and CRM as your in-house agents. This makes for a seamless experience for your customers without the overhead of additional headcount. InflowCX has partnerships with over 100 BPOs that are standing by and ready to help.
For Labor and Outsourcing
As thought leaders in the contact center and unified communications industry, we have created thousands of resources to help guide customers on their technology journey.
It is no secret that the Great Resignation is real and employees are finding out that the grass may be greener on the other side. So what can you do to lessen the blow in your contact center?
Workforce Engagement Management is a suite of software tools aimed at making employees happy and productive. WEM focuses on the human aspect of work, recognizing that happy, engaged, and fulfilled employees provide better experiences to the end customer.
One of the biggest concerns with the labor shortage in the contact center industry is that it will negatively impact customer experience. However, the opposite is often true, as an increase in customer experience can result from efforts to address the labor shortage.
Many businesses overlook the importance of a call center when your contact center could be your biggest profit center. Call centers help establish the branding and marketing of your business for the customers that use this service. An ineffective call center could lead to missed opportunities and poor representation in the mind of a customer.
If you’re facing increased struggles and labor shortages in your contact center, then it may be time to consider an outsourcing solution. In this video, we dive into everything you need to know about BPOs, options with labor outsourcing as well as considerations to keep in mind when deciding if this solution is right for you.
When it comes to Business Process Outsourcing (BPO), many questions, assumptions, and even myths or urban legends have grown over the years. While we have no official stance on Bigfoot, we DO have a lot of the answers when it comes to BPO in your contact center.