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Contact Center Mistakes

Watch this 1 minute video. Contact Center mistakes to avoid

It's time to stop treating your customers like strangers. Admit it, you don't like when someone you've met repeatedly doesn't remember your name. Now translate that into the business world: why would customers stay with you if they don't feel a connection? Like you value them?   Here are…

This Just In: UCaaS is everywhere! Part II

By Travis Dillard, Inflow Communications President & CEO   If you read last week's blog, you'll remember that Unified Communications as a Service (UCaaS) or cloud-based phone systems have been the big news. Nowadays, it's actually become quite the commodity. We predict that over the…

This Just In: UCaaS is everywhere!

By Travis Dillard, Inflow Communications President & CEO   Unified Communications as a Service (UCaaS) or cloud-based phone systems have been the big news.  You can’t throw a rock without hitting an existing or brand new cloud VoIP provider in the market.  They’re everywhere! …

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…

The Liberating Power of Analytics

By Mike Dolloff, Director of Sales at Inflow Communications I love data. I get to use it every day to help organizations create exceptional experiences for their customers. I am a hugger and high fiver and have to resist the urge for said hugs and high fives when we discover how data an organization…

Developing Stronger Relationships for Stronger Customer Service

By Emily Brubaker, Inflow Project Manager Perhaps my favorite part of being a project manager with Inflow Communications is forming relationships with the clients that I support. Setting up an organization’s communications system involves a lot of relationship building. I’m often the first person…

The Many Faces of ShoreTel IVR

By Chris Recio, Inflow Communications Director of Contact Center & Advanced Applications There are a lot of vague ideas of what IVRs are capable of in general but few know its full potential. And this is especially true of ShoreTel’s IVR system which has many out-of-the-box features that are…

Data: The Missed Love Connection Between your Company and its Customers

By Travis Dillard, President, Inflow Communications Almost everybody has data on their customers...and not just current data, but historical data and trend analyses. It amazes me how often this valuable and readily available information is heavily underutilized in Contact Centers. Data is the low-hanging…

Cloud Contact Centers - The Future of The Customer is Always Right

It's an old saying but it's just as true today as it has been for years - and maybe even truer tomorrow. According to Walker Information, by 2020, customer experience will overtake price and product as the key brand differentiator. If you've spent any time on the phone with one of our Customer Service…

Better Customer Contact with Contact Center

By Travis Dillard, Inflow Communications Providing the best customer service is on the top of everyone’s mind. Or it should be. And with communication and data whipping past us at record speeds these days, it can be difficult to get a grip on the simple needs of your customers as they cycle through…