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Connect First Blog Posts

A Rough Guide for Call Center Workers Who Can Work Remotely - 2

Posted by Guillermo A. on Dec 21, 2017 6:00:00 AM

Part 2

A primer for call center agents who can work remotely, call center supervisors with remote agents, and others in the call center industry.

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Topics: Call Center Agents, Company Culture, IVR system

A Rough Guide for Call Center Workers Who Can Work Remotely

Posted by Guillermo A. on Dec 20, 2017 1:53:46 PM

Part 1

Whether you are a call center agent who can work remotely, or a call center supervisor with remote agents, the following is a rough guide of expectations, tips, and considerations. IVR, Interactive Voice Response, will route a call to an agent without regard to physical location. The IVR’s determining factor may be skills-based routing, but mainly dependent on whether an agent is available or not.

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Topics: benefits of the cloud, Call Center Agents, Company Culture

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

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

What’s the Best Way to Prevent Contact Center Fraud?

Posted by Linda D. on Jan 7, 2016 8:10:19 AM

There is one growing problem in the contact center space that is not getting as much attention as it warrants, and that is customer fraud.

That is, callers pretending to be people who they are not to either make illegal purchases or gain access to sensitive information.

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Topics: Call Center Agents, Contact Center Costs, Security, Security/Compliance

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

A Word From Your Contact Center Phone System

Posted by Richard M. on May 19, 2015 12:47:47 PM

This is your contact center phone system talking. Remember me? I was around during the early days of customer service, back when voice-based communication was one of the only ways of handling inbound and outbound customer service requests.

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Topics: Call Center Agents, Customer Experience, IVR, Customers

The Critical Need for Engaged Agents

Posted by Greg L. on Feb 24, 2014 1:50:27 PM

Part 2

Employee engagement is emerging as a top priority for contact center leaders. A company's contact center agents have by far the most interaction with the company's customers, thus contact center agents have a huge impact on the customer experience and, hence, on organizational revenue.

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Topics: Agent Training, Call Center Agents, Customer Experience, Customer Satisfaction, Employee Engagement, Guest Blog

Outbound Contact Centers of the Not-so-Distant Past

Posted by Patrick B. on Mar 13, 2013 2:57:24 PM

As I mentioned in my first post, I used to work as a part-time outbound call center agent in the 1980s. Although I certainly do not consider myself a "veteran," by any stretch, I think I can safely say the early 80s were glorious years to be an outbound agent. The "Do Not Call Registry" did not exist, people were still relatively tolerant of unsolicited phone calls in the middle of dinner, and agents were, to be frank, barely monitored, making the job a lot less intimidating. (On the downside, there were no cloud-based contact center systems to make the job easier!)

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Topics: Call Center Agents, Guest Blog, outbound agent

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