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CONNECT FIRST BLOG

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3 Core Customer Support Needs

Posted by Rob S. on Jun 22, 2016 8:28:45 AM

Customer Experience Needs To Be Your Priority

It is reported, that in less than 5 years customer experience will become the main differentiator for the customer. That means, that even best price in the market will not persuade customers to engage with your business if you provide poor customer service. And the cornerstone of CX has always been customer support.

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Topics: ACD, Customer Experience, Customer Support, Training, Customers

What's a Next-Generation Call Center ACD?

Posted by Rob S. on Jun 9, 2016 8:52:03 AM

The ACD is the first tool you install when setting up a call center.

Managers today are eager to get on board with the new trendy things to 'shake up' the operational flow or 'upgrade' processes. This is why so much attention is drawn to new technology like big data solutions, cloud services and so on. However, many forget that the core of the customer communications still remains the phone. 68% of all contact center communication is handled via phone.

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Topics: ACD, Big Data, Call Monitoring, Technology, Connect First Technologies

Contact Center Technology

Posted by Dow B. on Dec 1, 2015 1:30:38 PM

Five Questions To Ask Before Investing In New Contact Center Technology

You’re heading into 2016 with a fresh budget and a long list of new customer service technologies you want to explore. From cutting-edge virtual agents to workforce automation technologies, there is no shortage of enticing solutions on the market vying for a place in your contact center.

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Topics: ACD, Cloud-Based Contact Center Technology, CRM, Infrastructure, IVR, Technology, Connect First Technologies

Political Season Again: Are You Prepared?

Posted by Fred S. on Nov 18, 2015 2:35:52 PM

As a constituent, there is nothing more irritating than feeling like there is distance between you and your elected officials. Needless to say, when a voter dials into a contact center after a debate and is met with a long hold time and a dropped call, you can bet the politician they are inquiring about will have a tough time receiving their vote.

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Topics: ACD, Automatic Call Distribution, Political

Expand Your SMB With a Hosted Contact Center Model

Posted by Linda D. on Oct 20, 2015 1:48:06 PM

Star Trek's hyper-capitalistic Ferengi tribe were consummate businesspeople (business-aliens?), and although their business tactics (and ethics) proved to be occasionally … controversial, one maxim of Ferengi philosophy has crossed the interspecies barrier and become a heavily quoted axiom that holds true even within the business world of earthbound humanity:

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Topics: ACD, Cloud Solution, Scalability, Technology, Connect First Technologies

Attitude Is Not Everything in Providing a Great Customer Experience

Posted by Geoff M. on Sep 10, 2015 3:11:55 PM

For hungry folks entering a restaurant, it’s a misery to encounter an obviously friendly, customer-centric waitstaff that is visibly suffering from heavy order volumes and poor collaboration with the kitchen.

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Topics: ACD, Customer Relations, IVR, Technology, Connect First Technologies

Avoid the Dark Side of the Customer Service ‘Force’

Posted by Richard M. on Jun 23, 2015 1:29:37 PM

Think deeply, young padawan, about all of the painful customer service experiences you have encountered in your lifetime dealing with inefficient contact centers. Your patience has been tested while waiting endlessly on hold. Your fortitude has been strengthened while wandering through complex interactive voice response systems. And your bravery has been forged while arguing with Ferengi agents about account statements and overdue notices.

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Topics: ACD, Agent Training, HIPAA, Customers, Customers-How To

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