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CONNECT FIRST BLOG

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Three Tips for Managing an Efficient Call Center

Posted by Linda D. on Apr 11, 2017 9:00:00 AM

If you manage a call center, you no doubt face challenges, regardless of your type of business. You may be responsible for monitoring dozens of employees, assessing their performance, and finding areas for improvement. On top of that, your position in call center management may include boosting customer satisfaction or providing faster service. Here are a few tips to help you manage your call center more efficiently while creating a positive, solutions-oriented atmosphere for all staff. 

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Topics: Agent Retention, Contact Center IVR, Contact Center Management

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

This Is Why Your Agents Are Quitting Left and Right

Posted by Linda D. on Mar 14, 2016 1:31:42 PM

We know you don’t want to talk about CSR turnover rates in your organization. But like pulling off a band-aid, it’s best to get this over with.

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Topics: Agent Retention, Cloud Contact Center Technology, Contact Center Reporting, Technology, Agents, Customers

Part 3: Seven Ways to Elevate Agent Engagement

Posted by Greg L. on Feb 19, 2014 8:57:29 AM

Now that we know the best customer care organizations are dedicated to creating and sustaining a high level of agent engagement, it's time to look at how they go about it. Following are seven things top contact centers do to ensure that agents engage, customers swoon, and revenues rise.

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Topics: Agent Retention, Agent Training, Customer Experience, Guest Blog

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