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Connect First Blog Posts

How To Empower Call Center Agents

Posted by Rob S. on Apr 25, 2017 9:00:00 AM

Psychology Today says that motivation is literally the desire to do things. It's the difference between waking up before dawn to pound the pavement and lazing around the house all day. It's the crucial element in setting and attaining goals.

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Topics: Agent Engagement, Customer Experience

8 Great Tips for Training New Call Center Agents

Posted by Rob S. on Apr 18, 2017 9:00:00 AM

 One of the keys to running a successful call center in today’s world is ensuring that customer expectations are always met. Increasingly, customers expect that when they call into a contact center, their problems will be solved quickly via the expert ministrations of a highly skilled agent. Things may not always pan out that rosily, but call center managers should still do everything within their power to ensure their agents are trained thoroughly and possess the necessary skills to handle customer inquiries quickly and efficiently.

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Topics: Agent Engagement, Agent Training, Contact Center Agent Engagement, Customer Experience, Training

Engage Remote Teams, Increase Productivity

Posted by Linda D. on Apr 7, 2017 9:00:00 AM

Ten Key Ways to Promote Productivity

You’ve finally built a remote team of highly skilled professionals from around the world, and you feel you’re off to a great start. As you begin to manage them, however, some questions begin to arise that you may not have considered. How can I best engage the team? How can I make sure the team continues to grow? What can I do to increase their productivity?

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Topics: Agent Engagement, Employee Engagement

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

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

The Statistics Behind Agent Engagement

Posted by Greg L. on Feb 23, 2014 8:05:18 AM

Part 1: 

Executives and managers who think employee engagement is "soft" will likely find that retaining employees, customers and revenue is HARD.

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Topics: Agent Engagement, Agent Training, Guest Blog

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