By: Travis Dillard, President and CEO of Inflow Communications
We’ve all heard it before – if you’re going to talk the talk, you’d better walk the walk too. And because we know how important it is to have a great team to get great results, we make sure we live up to our five core values every single day:
- Go above and beyond, then go further
- Think big. Dream it, do it.
- Work hard, play hard
- Create unforgettable experiences at every interaction
- Integrity, accountability and appreciation will lead us to greatness.
Recently we had the opportunity to live out some of these core values at our annual retreat. Because, like many of our customers who work remotely, we loved getting the chance to see each other face-to-face, appreciate what our team accomplishes day in and day out, and dream big for the coming year.
Old habits die hard, and we’ve always been dreaming big and then acting on it. I’m proud to say, we never put ourselves in a box. Every employee, whether they’re in sales, support, on a project team or in accounting, focuses on the Inflow X Factor. And we’re so happy to report that we not only support over a 100,000 endpoints across 600 customers nationally, we’ve also deployed a large global contact center and took one of the Northwest’s largest school districts to a whole new level.
You don’t have to look far to see what a struggle the work-life balance is for people. These days, it seems like it’s a basic fact of life. So we decided if we’re going to have a retreat, why not make it somewhere great? And what better place to meet and get some much deserved rest and relaxation than in Mexico? Trabaja duro juega duro. Besides strategizing our plans and goals for 2017, we had the opportunity to relax, enjoy some good food and great company.
Our favorite core value: to create exceptional experiences at every interaction for our customers. What our customers really want is for us to be able to respond quickly, communicate with a sense of urgency and resolve rapidly. And in doing those three things, we’re able to live to our brand promise, which is to be 8 times faster than the industry average. We’re able to achieve that brand promise because of our support organization – I’m ecstatic to report, we have one of the strongest support organizations in the nation.
And since we’re constantly pushing ourselves to provide the greatest service at breakneck speed, it’s vital for us to take time to step back, assess how we’re doing, where we’re headed and appreciate each other. For me, I owe much of our success to simply appreciating the talented folks that I am so lucky to work with. That’s why I’m sharing with you (and bragging) a list of our award recipients from our retreat.
If you run into any of these guys or gals, whether it’s on the phone, instant message or in person, tell them congratulations!
Top Sales Revenue – Mike Dolloff, Vice-President of Sales
Top MRR/PCOR Sales Revenue – Josh Iverson, Enterprise Account Executive
Most Time on the Phone – Matt Reiter, Support Specialist
Top Satisfaction Score –Bert Harris, Escalations Voice Engineer
Top Tickets/Phone Calls – Chelsea Newton, Project Engineer
Most Weeks Onsite – Seth Feinauer, Senior Project Engineer/Lead Trainer
Core Value Award – Chris Recio, Director of Contact Center & Advanced Applications
Core Value Award Accounting – Lynda Hoffman, Accounting Specialist
Core Value Award Project Team – Nick Montrond, Director of Project Engineering
Core Value Award Sales – Josh Iverson, Enterprise Account Executive
Core Value Award Support Team – Chelsea Newton, Project Engineer
Employee of the Year – Andrea Adcock, Director of Accounting
I couldn’t be more proud of our team and what we’ve been able to achieve for our contact center and unified communication clients. Our team knows the industry inside and out and is passionate about creating unforgettable customer experiences at every interaction. And that’s probably why our customer retention is well over 98 percent. We couldn’t do it without each and every team member.
By the way, here’s some great insight about agent retentiveness that can help your contact center team. If you’re looking for even more help with managing your contact center operation, you might be interested in our CCSM program where we can work directly with you in assessing Agent Engagement as well as streamlining processes, IT alignment, training and education and much more. Read more about it here.
By partnering with Inflow, our clients can expect the highest level of consultation, implementation and support expertise available in the contact center and unified communications industry. That’s our promise.
Founded in 1997, Inflow Communications is a national leader in unified communications and Contact Centers. With close to 100,000 endpoints under Inflow’s innovative support plans around the world, their dedication to knowledge, innovation, and unrivaled customer support has landed them in ShoreTel’s top 2% in global customer satisfaction, and as a winner of ShoreTel’s coveted Circle of Excellence Partners award. For two years in a roll, Inflow is a ShoreTel Platinum Partner, the highest level of partnership, and is their fastest growing partner globally. In addition, Inflow is one of the few Cloud Contact Center providers that offers implementation, ongoing support, and compressive consulting and training programs. Inflow service clients across the globe and has local offices in Portland, Seattle, Dallas, Houston, Tampa, L.A. and the Bay Area.