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?
Connect First Blog Posts
Your phone is ringing off the hook, what now?
You are heading up an exciting startup company that has the potential to be a major industry disruptor. Right now, your company has yet to go live. But when it does, word is going to spread. And it’s going to spread fast.
/blog/technology/11-steps-outsourcing-contact-center-infrastructurePlan Now to Reap Rewards in 2016
You’re looking to change your contact center in a constructive way. While this typically includes buoying your bottom line, we’re not just talking about money here. A strategy for the long-term health of your business must include improving the way you connect with customers, too.
The folks in New England were beginning to think they’d actually make it out of winter without a major storm after getting through the first month of the season without much snow. Well, Mother Nature crushed their dreams of a mild season recently with a surprise attack: Winter Storm Juno. This monster weather event dumped over 34 inches of snow in certain areas, and brought transportation to a standstill from Connecticut to Maine (airlines canceled more than 7,000 flights in just two days).
To understand the real meaning of omnichannel customer engagement, focus on the meaning of “omni,” which means to be in all places. Therein lies the true power of what has become the hottest buzzword in customer service, and one of the most important strategies that your contact center needs to embrace this year.
For Contact Center Customer Service
Your contact center customer service department has been flooded with consumer inquiries over the past several months; from the days before Thanksgiving to your year-end sale, everyone is trying to get his or her hands on the next best product.
Right now, contact center managers across the U.S. are wondering whether any critical changes will affect the contact center industry in 2015. Recently, Connect First decided to take the bull by its horns and address this question head-on during a webinar presentation titled “The Future of the Contact Center: 2015 Trends and Innovations.”
Your contact center stores a great deal of data in its customer relationship management (CRM) system: names, contact information and financial records. CRMs also store corporate email addresses, sales projections, and advanced call center metrics related to the customer experience.
Employing contact center at-home agents is a great way to reduce contact center costs. But before you hire a new fleet of these remote workers, first make sure your candidates can get the job done. Here are some criteria to consider during the interview process:
What Does it Take to Become the go-to Source?
What does it take to become the go-to source for information about the contact center higher education market today? Two things: speed and efficiency.