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CONNECT FIRST BLOG

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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

The Customer is Always Wrong?

Posted by Rick L. on Aug 18, 2016 9:27:48 AM

An Example of Poor Customer Experience

A few months ago, my wife and I decided to move our family to the foothills just outside of Denver, CO., right along the edge of the beautiful Rocky Mountains. We have a spacious five-acre lot, which is mostly rolling hills and towering Ponderosa Pine trees. It’s our little piece of paradise. Unfortunately, there aren’t quality Internet providers out here in “paradise.” As a matter of fact, the only option is satellite Internet. When we moved in, we decided to go with the company that advertised the most. For the sake of this post, I will refer to them as Badsignal.net.

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Topics: better customer service, Customer Experience, Guest Blog, Customer Churn, Service Charges

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 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

Wave the White Flag for Better Customer Service

Posted by Rob S. on Aug 13, 2015 4:25:49 PM

Imagine a customer goes to a theme park and buys a fast pass to avoid lines. The fast pass, however, doesn’t work. As a result, the customer is forced to spend an extra hour in line to get a new one (totally defeating the purpose of buying a fast pass in the first place).

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Topics: better customer service, Customer Complaints, Customers, Customers-How To

Three Things You Can Do Instead of Playing Hold Music

Posted by Dow B. on Jul 30, 2015 8:20:54 AM

Sitting through hold music while you wait for a customer service agent is usually a maddening process for a consumer.

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Topics: better customer service, Cloud Contact Center Solutions, Customer Experience, Customers

All Hands On Deck for Quality Customer Service

Posted by Rob S. on Jul 14, 2015 12:35:21 PM

The next time you fly, pay attention to what happens near the cockpit as you board and exit the aircraft. In most cases, the pilot and co-pilot will be standing right next to the stewardesses, ready to greet you, shake your hand and thank you for flying with them.

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Topics: better customer service, Contact Center Customer Service, Customer Experience, Customers

The ‘One Bad Experience’ Debate in Customer Service

Posted by Linda D. on Jul 7, 2015 1:03:08 PM

How many times have you heard the statistic about how the majority of customers will never make another purchase with your organization after one bad contact center experience? Different variations of this study have been floating around the customer service industry for years; the latest research from PWC, for instance, indicates that 56 percent of customers will take this drastic step following a negative interaction with an agent.

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Topics: better customer service, Customer Experience, Customers

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