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Connect First Blog Posts

Five Service Practices You Could be Doing Better

Posted by Dow B. on Oct 22, 2015 1:38:32 PM

Contact Center Customer Service Practices

As you look to improve operational efficiency in your customer contact center, it's important to remember that even the best agents require the necessary tools to properly reach customers. Are you supplying those tools for them? Even if your business is at the top of its game, it's important to take a step back and make sure you have all of the pieces necessary for providing the best service possible.

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Topics: Advanced call center metrics, Customer Service Practices, Customers, Customers-How To

Are You Making the Grade?

Posted by Linda D. on Jun 18, 2014 5:42:40 AM

The Contact Center Customer Service Game

Do you often feel like you’ve fallen asleep and woken up in a strange new world of contact center customer service requirements? Customer service has changed dramatically over the years, and the constant demands of today’s consumers can be overwhelming for call center agents—especially if they lack the necessary equipment for keeping up with consumers over multiple channels.

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Topics: Advanced call center metrics, Contact Center Customer Service, Customer Experience, Customer Support, Connect First Technologies, Customers

Contact Center KPIs: Ensure a Great Customer Experience

Posted by Linda D. on May 13, 2014 2:38:46 AM

Contact center agents deal daily with a multitude of customers, and each interaction has a direct impact on the company’s bottom line. Therefore, agents must go above and beyond expectations to ensure a high-quality contact center customer experience. But as a supervisor, how do you make sure this is happening?

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Topics: Advanced call center metrics, Agent Engagement, Agent Training, Contact Center KPIs, Customer Support, Customers

How Many Calls Does it Take to Resolve Conflicts in Your Data Center?

Posted by Linda D. on Apr 23, 2014 6:28:00 AM

Recently, MultichannelMerchant released a compelling study that shows the growing importance of first call resolution in the customer contact center. According to the report, which also lists service level and customer service scores as critical metrics, first call resolution rate was listed by 35.5 percent of executives as the most important contact center measurement.

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Topics: Advanced call center metrics, Customer Experience, Customer Support, Resolve Conflicts in Your Data Center, Customers

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