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CONNECT FIRST BLOG

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Your Contact Center is The Secret Ingredient

Posted by Cosima S. on Mar 21, 2017 9:00:00 AM

The Customer Experience

The modern consumer is tech-savvy, value-conscious, and quick to post feedback concerning their customer service experiences. Author Tom Peters lends an appropriate quote that may very well sum up the customer service challenge from the customer's unique frame of reference. As a best-selling author of many books that provide practical and actionable ways businesses can achieve excellence in leadership, innovation, and customer service, Mr. Peters writes: "Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!"

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Topics: 21st Century Customer, Approach to Customer Service, better customer service, Call Center Customer Service, Cloud-based Contact Center Solution

The Evolution of the 21st Century Customer

Posted by Rob S. on Mar 17, 2014 3:28:48 PM

The great American humorist Arnold H. Glasow once claimed that the problem with the future is that it arrives before we are ready for it. This is especially true in the enterprise contact center space, where customer service has rapidly become one of the most important factors affecting both ROI and retention. Unfortunately, many companies are still stuck in the past.

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Topics: 21st Century Customer, Customer Experience, Customer Service, Social Media, Technology, Connect First Technologies

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