Many companies that operate contact centers don’t fully understand how to optimize their technology to its full capacity.  Inflow, a pioneer in contact center education, designed intensive training tracks to help improve business operations. Businesses leave our boot camp with an action plan, ready to transform their contact center operations into an unstoppable software powerhouse!

Our Contact Center Bootcamp provides comprehensive educational training sessions to helping Contact Center Directors, Managers, Supervisors, and Team Leads get the most out of their Contact Center Operations. With an eye on business and customer service improvement, our boot camp takes an in-depth holistic view of the Contact Center operations, while also providing an educational platform for ongoing success.

• Contact Center Basics
• Basic Metrics – Industry Guidelines
• Understanding Metrics – Identifying Opportunities – Creating Strategies
• The Power of Data – The Dynamic Experience
• The Power of Data – The Effortless Experience
• Agent Engagement
• Agent Engagement – Your Internal Customer
• Performance Improvement – Identifying Strengths
• Creating Unforgettable Customer Experiences
• Staffing Model – Workforce Management Overview
• QA Management

• Business Goals/Objectives Discovery
• Operational Discovery
• Technology Discovery
• Culture Discovery
• Report-Based Operational Health Check
• Supervisor Observation/Discovery/Discussion
• Agent Observation/Discovery/Discussion

• What report metrics point to training opportunities?
• What report metrics point to agent morale?
• IT & Telecom Professional Education

To Schedule a Bootcamp:

Call Susan Vargo at (971) 352-3815 or e-mail at svargo@inflowcommunications.com

As a 20-year veteran of Contact Center operations and technology, Chris Recio has earned a reputation for providing thoughtful solutions with customer operations as the focal point. Chris understands the direct impact that technology has on Contact Center operations, users, and business itself. Chris often refers to the “practical application” of Contact Center technology, making it easily understood through practical processes with the end users in mind. Chris’ common sense approach to Contact Center operations has made him a sought after resource when clients look to improve their Contact Center operations and identify obstacles impeding Contact Center excellence, while being mindful of the bottom line.

Our experts will spend time with you to quickly identify missing opportunities through several hours of review, discussion, and operational observation of key areas of your business.

• Current State assessment
• Contact Center knowledge assessment
• The use of Contact Center and adjacent technologies,
• Business goals and objectives,
• Company culture
• Customer satisfaction loops,
• Metric-based report audit
• Contact Center operation through observation
• Agent desktop flow process
• Management/supervisor/team lead Contact Center industry knowledge
• Industry standards performance comparison
• And much more.