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The Top 5 Challenges in Contact Center Reporting

By Travis Dillard, President of Inflow Communications Contact Center efficiency requires this well-known mantra: reporting, reporting, reporting! When I consider the challenges of contact center reporting, the biggest issue is that most people only want to see the numbers alone. But this is only…
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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…

ShoreTel Cloud Communications: Delivering big results for Contact Centers

In the world of unified communications, contact centers are the focal point of all customer interactions, and therefore play a key role in forming long-term customer relationships. The conventional route has been to employ on premise contact centers, but lately we’ve seen a major shift as more industry…

Designing and Planning a UC System with Multiple Sites

By Jona Sanford, Inflow Communications Senior Voice Engineer Deploying a Unified Communications system across multiple locations can be a lengthy and challenging process. However, with careful planning and system design you can leverage the UC system to enhance your business with a six key considerations…
Contact Center

Contact Center Solution Resources at Your Fingertips

By Travis Dillard, President of Inflow Communications Making a communications solution can be a big and time-consuming task, and there’s a ton of information out there about this topic and sometimes researching can feel like you’re back in square one. It’s impossible to comb through every article…
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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 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…

Contact Center Metrics – Vicious Cycles

By Chris Recio, Dir. Contact Center & Advanced Applications For part two of our Art of Reporting series (see our first post here), we'll go over some metrics that occur just before the caller reaches a contact center agent: call abandonment rate, average speed of answer, and average queue time. Call…