Contact Center of the Future
Contact Center Trends

5 Contact Center Trends That Will Dominate in 2017

While it shouldn’t be news to anyone that technology is evolving at a rapid rate, we’ve seen real benefits from the various technologies impacting the contact center industry this year. From improvements to multi-channel software integration, to increased use of IVR, call centers across the nation…

Omni-Channel Contact Center: Are you prepared for 2017?

By: Chris Recio, Inflow Communications Dir. Contact Center & Advanced Applications It’s fascinating to me how many Contact Center options do not fully extend their solutions to meet the needs of today’s rapidly developing technology and the willingness on the part of consumers to make their…
EMPLOYEES WORKING FROM HOME

The 21st Century Contact Center: 5 Tips to better support your remote agents

Let’s face it, we live in an age where technology is changing rapidly and innovating the way we do business around the world. And with the breakdown of what were once technological barriers, many businesses have grown more accustomed to the idea of remote employees. So much in fact, that many businesses…

Is your Customer Retention Rate Cause for Concern? Here’s how to fix it.

"Thank you for calling Customer Support. What is your account number?" If you’ve ever called a contact center and heard this on the other line, you’ve probably experienced a certain level of frustration as you repeat your name, account number, personal identification, etc. It’s extremely tiresome,…

Driving Agent Engagement

By Chris Recio, Inflow Communications Director of Contact Center & Advanced Applications    NOTE: This blog is intended to educate those that work in the contact center space, as well as offer insight to those with various levels of contact center experience, from newcomers to seasoned…

Zillow

A recent industry recap of Contact Center Trends cites that CRM integration and Personalized Service via customer data will continue to be a more focused trend in 2016. And one way we're seeing organizations take the reins on their customer experience is by combining their contact center and corporate…