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CONNECT FIRST BLOG

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Self-Service & The Customer Experience

Posted by Rob S. on Mar 28, 2017 9:00:00 AM

A Three-Way Win

Many years ago, a sound byte circulated of a frustrated customer who phoned in to a call center for help restoring his crashed computer. As the call progressed and the customer's meltdown proceeded, he became more deranged and incoherent, describing his predicament in apocalyptic imagery.

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Topics: Approach to Customer Service, Customer Experience, Providing a Great Customer Experience

Your Contact Center is The Secret Ingredient

Posted by Cosima S. on Mar 21, 2017 9:00:00 AM

The Customer Experience

The modern consumer is tech-savvy, value-conscious, and quick to post feedback concerning their customer service experiences. Author Tom Peters lends an appropriate quote that may very well sum up the customer service challenge from the customer's unique frame of reference. As a best-selling author of many books that provide practical and actionable ways businesses can achieve excellence in leadership, innovation, and customer service, Mr. Peters writes: "Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!"

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Topics: 21st Century Customer, Approach to Customer Service, better customer service, Call Center Customer Service, Cloud-based Contact Center Solution

A Customer’s Perspective

Posted by Linda D. on Mar 10, 2017 9:00:00 AM

Why The Customer Experience Matters

I’m sure you’ve been there. Frustrated and confused. Slightly agitated at the customer service representative on the other line, but keeping calm because you know it’s not their fault. This isn’t the first time you’re calling into customer service — for the same problem — but the representative on the other line has no clue about your issue.

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Topics: Approach to Customer Service, better customer service, Contact Center Customer Experience, Customer Experience, Providing a Great Customer Experience, Providing Great Customer Service

How Long Hold Times Affect Your Customers' Experience

Posted by Rob S. on Mar 8, 2017 9:00:00 AM

There's one key thing many people have come to expect when dealing with call center customer service: long hold times — especially around peak times of day. Call center managers have the difficult task of maintaining a delicate balance: you don't want to have too many people on staff because you'll end up paying them to simply sit there during low-volume hours; but at the same time, you don't want customers stuck with long hold times during high-volume hours. Learning how long hold times affect the customer experience can help you make better decisions for your team.

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Topics: Approach to Customer Service, better customer service, Call Center Customer Service, Contact Center Customer Experience, Contact Center Customer Service, Customer Experience, Providing a Great Customer Experience, Providing Great Customer Service, Customer support Phone Experience

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