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.
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.
As the rapid adoption of Zoom as their preferred UCaaS solution, our customers have been interested to learn what Zoom’s Contact Center vision is for today and the future.