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Connect First Blog Posts

Linda D.

Linda D.

Recent Posts

14 Misconceptions About Customer Service

Posted by Linda D. on May 8, 2017 9:00:00 AM

Last year was not a good one for Comcast. According to one study, 15% of Comcast’s Philadelphia customers heard a busy signal when calling in to their customer service number. One man who actually managed to get through was put on hold for three and a half hours when he tried to cancel his service. A different customer, also trying to cancel, was forced to argue with the call center representative, who outright refused his request and demanded for ten minutes that the customer give him a good reason for cancelling.

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Topics: Call Center Customer Service, Cloud customer service

10 Tips for Creating Effective IVRs

Posted by Linda D. on Apr 24, 2017 9:00:00 AM

If you’ve spent your life a long way from civilization — without phone service — you might not have come across an IVR. If you're like most people in the world, though, you’ve probably already carried on many conversations with different IVR systems.

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Topics: Contact Center IVR, Contact Center IVR Setup, IVR

Professional Development for Call Center Executives

Posted by Linda D. on Apr 20, 2017 9:00:00 AM

Call center agents are generally responsible for taking customer service calls and helping people with questions or problems related to the product or service they’ve purchased. Call center executives, on the other hand, usually have a few more responsibilities. Stretching, growing, and moving forward professionally requires specific skill sets that should continually be developed and honed, no matter the position. 

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Topics: Professional Development

Top Seven Apps to Improve Efficiency for Remote Workers

Posted by Linda D. on Apr 14, 2017 9:00:00 AM

More and more employees are working remotely these days. This can be beneficial for both workers and employers, as it provides workers with more flexible schedules and allows managers to supervise projects from any location. To make the most of this type of arrangement, take advantage of the latest technological solutions that facilitate both communication and productivity. Here’s a list of the top seven apps that can go a long way toward improving efficiency for remote workers.

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Topics: Technology, Work at Home

Three Tips for Managing an Efficient Call Center

Posted by Linda D. on Apr 11, 2017 9:00:00 AM

If you manage a call center, you no doubt face challenges, regardless of your type of business. You may be responsible for monitoring dozens of employees, assessing their performance, and finding areas for improvement. On top of that, your position in call center management may include boosting customer satisfaction or providing faster service. Here are a few tips to help you manage your call center more efficiently while creating a positive, solutions-oriented atmosphere for all staff. 

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Topics: Agent Retention, Contact Center IVR, Contact Center Management

Engage Remote Teams, Increase Productivity

Posted by Linda D. on Apr 7, 2017 9:00:00 AM

Ten Key Ways to Promote Productivity

You’ve finally built a remote team of highly skilled professionals from around the world, and you feel you’re off to a great start. As you begin to manage them, however, some questions begin to arise that you may not have considered. How can I best engage the team? How can I make sure the team continues to grow? What can I do to increase their productivity?

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Topics: Agent Engagement, Employee Engagement

How To Become a Strong Call Center Manager

Posted by Linda D. on Mar 17, 2017 9:00:00 AM

No matter the business, organization, or entity, managers play an integral role in an efficient, smooth-running organism. They have an inside view of staff needs and problems, a direct avenue to the management team, and an untapped source of power to influence change.

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Topics: Contact Center Management

A Customer’s Perspective

Posted by Linda D. on Mar 10, 2017 9:00:00 AM

Why The Customer Experience Matters

I’m sure you’ve been there. Frustrated and confused. Slightly agitated at the customer service representative on the other line, but keeping calm because you know it’s not their fault. This isn’t the first time you’re calling into customer service — for the same problem — but the representative on the other line has no clue about your issue.

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Topics: Approach to Customer Service, better customer service, Contact Center Customer Experience, Customer Experience, Providing a Great Customer Experience, Providing Great Customer Service

5 Ways To Change A Toxic Call Center Work Environment

Posted by Linda D. on Mar 9, 2017 9:00:00 AM

As a contact center employee, can you imagine showing up for work each day feeling energized and enthusiastic, looking forward to the challenges that lie ahead? As a customer, can you imagine feeling as though someone is listening to you, engaging you in a practical and meaningful solution, and somehow making the process collaborative, relaxing and fun?

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Topics: cloud contact center, Company Culture

Incorporating New Technology Into Your Business

Posted by Linda D. on Nov 22, 2016 10:00:20 PM

Companies often associate the newest and latest technology with the highest rate of success. This isn’t necessarily wrong; in fact, it’s often correct when it comes to devices like cell phones or computers. However, the latest and greatest isn't necessarily the best option when it comes to contact center software.

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Topics: Customer Experience, Omni-channel, ROI, Customers, featured

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