Assessing & Optimizing Your People & Processes
Contact Center Optimization
Customer service is at the core of any successful business or organization, regardless of the industry you represent and the audience you serve. Streamlining contact center operations provides numerous advantages and can significantly increase your chances of achieving and maintaining success.
Understanding your contact center environment to identify improvements to your customer and agent experiences
1.
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. We will familiarize ourselves with existing technologies in place along with in-house software solutions you are utilizing for your business operations.
2.
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.
3.
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.
4.
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 centers. Gone are the days when outsourcing came with a list of complications. Today, outsourced 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.
5.
Harness AI & Automation Technologies
AI, or Artificial Intelligence, has transformed how businesses today manage customer acquisitions and interactions. With the use of high-powered AI technologies, we deploy predictive insight solutions, sentiment analysis services, and AI-powered analytics to address potential issues or communication hangups ahead of time proactively. Utilizing both IVR, interactive voice systems, and live chatbot solutions, we can help streamline the process of addressing traditional queries and tickets, freeing up more time for your staff to focus on what is most important for your business.
With robust analytics that can be monitored in real-time, stay on top of any data you collect when optimizing your contact center. Learn more about agent performance to ensure productivity and efficiency in the workplace without sacrificing time. Use valuable insights to better optimize resource allocation while working toward providing the best customer service.
6.
Flexibility and Scalability
Maintaining flexibility and the ability to scale your business while streamlining your contact center is essential in any market or industry today. With contact center optimization, effortlessly upgrade your system to handle spikes of customer inquiries and submitted tickets, especially during sales and seasonal promotions. Eliminate worries and concerns regarding the ability to handle an increase in demand without disrupting the service quality you deliver when you optimize your contact center.
Educational Topics
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.
Let’s Chat About Your Contact Center Journey
Whether you’re trying to find the best path forward or have already decided on a solution that fits your needs, we’re here to help. Get in touch today to chat about your contact center journey and how Inflow can be your guide to success.
How Contact Center Optimization Works
At InflowCX, we deploy a CUC or a Cloud Unified Communications solution to streamline the process of tracking metrics and essential KPIs. Our team of specialized project managers and engineers will work to develop an individualized plan to manage and improve the efficiency of your existing call center or center for customer support.
- Risk and Project Assessments: Project and risk assessments are conducted to determine the best course of action for individual organizations. Industry benchmarks and performance metrics are references to determine which strategy is optimal.
- Setting SMART Goals and Objectives: Implementing SMART, or specific, measurable, achievable, relevant, and time-bound objectives helps remain focused.
- Journey Mapping: We will work with you to create a customer journey map, helping to provide necessary insights into creating the best strategy to deliver top-notch customer service across all channels and platforms.
- Technology Assessments: InflowCX will work to assess existing CRM platforms and technologies in place for each client. Seamless integration of CRM platforms, chatbot solutions, and AI technologies is much easier once a technological assessment is complete.
- Security and Compliance: Compliance and security are essential components of any business or organization today. When managing customer service requests, submissions, and even sensitive customer data, it’s important to do so knowing you are abiding by security and compliance laws in effect.
- Omnichannel Benefits: With omnichannel support, manage and maintain various platforms and support solutions effortlessly. Seamlessly integrate social media channels, email ticketing systems, live chat services, and even self-serve solutions into one centralized location.
If you’re searching for a contact center optimization solution that is ideal for your business or organization, contact InflowCX to learn more about how we can help you today.