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The Connect First blog covers the latest on innovative contact center software, industry trends, contact center optimization tips, product updates, and more.

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Monitor and coach an agent’s every interaction from a single screen

Ben W. - October 30, 2018

Introducing chat monitoring & more If you’re using live chat as a way for customers to reach you, you’re doing something right. Today’s empowered, tech-savvy customers want instant satisfact...
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Rob S.

Rob S.

Recent Posts:

Professional Development for Call Centers

Rob S. - May 12, 2017

In-house training and external educational opportunities. Research reveals that call centers experie...
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Create an Effective Employee Management Plan

Rob S. - May 9, 2017

Running a call centre requires a great deal of thought, planning, care, and management. A big part o...
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Optimize Management in Your Call Center

Rob S. - May 5, 2017

Forbes magazine states that over 70 percent of companies have made customer experience improvement t...
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How To Empower Call Center Agents

Rob S. - April 25, 2017

Psychology Today says that motivation is literally the desire to do things. It's the difference betw...
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8 Great Tips for Training New Call Center Agents

Rob S. - April 18, 2017

 One of the keys to running a successful call center in today’s world is ensuring that customer expe...
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What Your Competitors Can Teach You

Rob S. - April 5, 2017

The 10 Top Things Your Competitors Can Teach You About Great Customer Experiences When you run a cal...
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Self-Service & The Customer Experience

Rob S. - March 28, 2017

A Three-Way Win Many years ago, a sound byte circulated of a frustrated customer who phoned in to a ...
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How Long Hold Times Affect Your Customers' Experience

Rob S. - March 8, 2017

There's one key thing many people have come to expect when dealing with call center customer service...
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Choosing New Call Center Software That Works for You

Rob S. - November 15, 2016

 If you’re going to buy a new car, you might be prone to buying the shiniest car with the best featu...
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3 Core Customer Support Needs

Rob S. - June 22, 2016

Customer Experience Needs To Be Your Priority It is reported, that in less than 5 years customer exp...
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