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Connect First Blog Posts

Basic Skills to Improve the Customer Experience

Posted by Cosima S. on Apr 10, 2017 9:00:00 AM

Customer Service 101:

While there are various methods you can employ to ensure the success of your call center, the most identifying and important aspect comes down to the customer-employee interaction. Stellar customer service is an invaluable advantage for businesses, yet call centers face unusual and individualized challenges when it comes to inspiring continuous quality service.  

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Topics: Customer Experience, agent-customer interactions

12 Easy Steps to Become a Better Team Leader

Posted by Darryl M. on Mar 15, 2017 9:00:00 AM

Managing a call center can be tough. Too often, you have to deal with frustrated employees, unhappy customers, and an uncomfortable work atmosphere.

But it doesn't have to be that way. In fact, you can take a number of easy steps that can help you become a better team leader, improving both the happiness and productivity of your contact center agents. Here are 12 steps you can take to become a better team leader:

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Topics: Agent Engagement, Agent Retention, Agent Training, Contact Center Agent Engagement, agent-customer interactions, Agents

Where Is Your Contact Center Headed in 2015?

Posted by Geoff M. on Nov 24, 2014 12:00:06 AM

With 2014 winding down and a new year right around the corner, it’s the perfect time to stop and ask yourself the following question: Where is your contact center headed in 2015?

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Topics: Customer Experience, agent-customer interactions, Connect First Technologies, contact center industry, Customers

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