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CONNECT FIRST BLOG

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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

Professional Development for Call Center Agents

Posted by Guillermo A. on Apr 12, 2017 9:00:00 AM

Working as a call center agent can be challenging. You often get calls from people who are frustrated, upset, or angry. And you have to find a way to interpret their needs, all the while devising and offering effective solutions that guarantee their satisfaction. Whew! That's a tall order.

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Topics: Agent Training, Call Center Agents

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

A Top Agent Won't Fear Contact Center Monitoring Technology

Posted by Dow B. on Apr 12, 2016 2:43:49 PM

Contact Center Monitoring, understanding your customers

Quality reporting and analysis has long been used in the contact center industry to measure agent effectiveness during customer interactions. Without this technology, it would be all but impossible to measure the customer experience and understand the strengths and weaknesses of each agent.

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Topics: Agent Training, Contact Center Reporting, Reporting, Contact Center Monitoring, Customers

Scared About Agent Behavior? You Should Be!

Posted by Linda D. on Mar 24, 2016 3:48:36 PM

It’s the age-old problem that inbound contact center managers must deal with: How to ensure that 100 or more agents act as a single branded unit operating under a strict set of guidelines, and not as a squadron of rogue individuals.

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Topics: Agent Training, Call Center Agents, Reporting, Reporting Studio, Agent Behavior, Agents

An Open Letter From A Contact Center Agent

Posted by Linda D. on Feb 2, 2016 1:40:31 PM

Dear Reader,

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Topics: Agent Training, Call Center Agents, Customer Relations, Customers

Slow Down for Better Customer Service

Posted by Dow B. on Dec 8, 2015 1:07:08 PM

What’s the Rush? Slow Down for Better Customer Service

In today’s hyper-competitive, metric-driven contact center environment, where performance statistics are always at your fingertips thanks to the cloud, it’s very easy to confuse customer service with rote factory work. In other words, is your focus on increasing call quotas and quickening the work tempo?

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Topics: Agent Training, better customer service, Customers, Customers-How To

Don’t Underestimate the Power of Kindness in Customer Service

Posted by Fred S. on Oct 15, 2015 2:00:52 PM

It’s time to think objectively about your contact center for a moment. Take a step back, squint your eyes and take a good look at what you see in your department.

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Topics: Agent Training, Call Center Customer Service, Customers, Kindness

Don’t Take a Blanket Approach With Customer Service Training

Posted by Rob S. on Aug 20, 2015 4:12:37 PM

If you’ve spent time working as a contact center agent, you’ve likely experienced the following training scenario: On the first day, the room is packed with fresh, eager faces; donuts and coffee are served. By the third day, however, the scenario is much bleaker. The refreshments are noticeably absent and maybe five or six lethargic people make up the audience.

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Topics: Agent Training, better customer service, Customers

Transactional to Relational Customer Service

Posted by Fred S. on Jul 16, 2015 12:25:24 PM

How to Make the Leap From Transactional to Relational Customer Service

Right now your business’s customer service operation performs a bit like a fast-food restaurant; in other words, customer interactions are brief and professional. Customers call in with questions or to hear account statements; they get what they need, and they go on their merry ways.

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Topics: Agent Training, Contact Center Agents, Customer Journey, Customers

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