The Contact Center Edge: Customer Satisfaction and Retention

By Travis Dillard, Inflow President

This recent blog post from ShoreTel is saying something that can’t be said enough. Your contact center is your strongest asset in your overall customer satisfaction story. It also points to this fantastic infographic which shows in real numbers how valuable the contact center customer experience is as a competitive differentiator and customer retention.

And our customers that are hopping to it by adding more focus on their contact center are gaining strides on their competition. No matter how niche your business is, if you have a great contact center that is meeting your customers needs swiftly, you’re going to be successful.

As this ShoreTel post points out, the three top customer experience attributes are accuracy and quality of information, access to the contact center, and first contact resolution. The post offers three great opportunities to improve customer experience in this areas.

And if you’re looking for more ways to leverage your contact center, check out our Knowledge Base filled with thousands of resources that show you how contact center metrics, analysis, workflow management and more, can help you develop a stronger, customer-centric contact center. Also, don’t forget to check out our free webinars for valuable knowledge sharing and innovative contact center solutions.

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.