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Connect First Blog Posts

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

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

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

Gut Check: How Did Your Contact Center Perform in 2015?

Posted by Rob S. on Dec 22, 2015 2:14:38 PM

Now that this year is just about in the books, it’s time to take a step back and ask some hard-hitting questions about how your contact center performed in 2015. Did it fulfill the high expectations outlined by the C-suite last January, or did it fall short of its goals?

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Topics: Call Center Agents, Cloud-Based Contact Center, Connect First IVR Studio, Technology, Agents

Expand Your Global Customer Service Footprint

Posted by Rob S. on Dec 9, 2014 12:00:07 AM

Use the Cloud

Cultural and geographical anomalies among countries can make even the most basic function of a contact center, which is communication between agents and customers—difficult for global corporations to achieve. Language barriers, time zone restrictions and other road blocks can all prevent valuable customer experiences.

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Topics: cloud contact center, Global Customer Service, Technology, Agents, Cloud-Based Customer Relationship Management Solut, Internetional Customer Service Infrastructure

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