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Connect First Blog Posts

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

When is it Right to Add a Contact Center to Your Business?

Posted by Dow B. on Sep 24, 2015 8:41:35 AM

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.

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Topics: Analytics, Cloud-Based Contact Center, Infrastructure, Technology

Make Positive Changes in Your Contact Center

Posted by Linda D. on Feb 10, 2015 12:00:29 AM

/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.

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Topics: Cloud-Based Contact Center, Cloud Contact Center ROI, Customer Relationship Management Solutions, Technology

Did Winter Storm Juno Bury Your Business?

Posted by Rob S. on Feb 5, 2015 12:00:11 AM

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).

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Topics: Cloud-Based Contact Center, Customer Experience, Customers, MDR, Mirrored disaster recovery, Security/Compliance

What’s All the Fuss About Omnichannel Customer Engagement?

Posted by Fred S. on Jan 20, 2015 12:00:00 AM

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.

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Topics: Cloud-Based Contact Center, Customer Experience, Customer Relationship Management, Customers, Omnichannel Customer Engagement

It’s the Most Wonderful Time of the Year

Posted by Rob S. on Dec 30, 2014 12:00:36 AM

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.

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Topics: Cloud-Based Contact Center, cloud contact center, Contact Center Customer Service, Customer Experience, Customers

What’s the State of the Contact Center Industry for 2015?

Posted by Rob S. on Dec 16, 2014 12:00:50 AM

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.”

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Topics: Cloud-Based Contact Center, Contact Center Trends, TCPA Compliance, Connect First Technologies, Contact Center Security, PCI DSS HIPAA, Security/Compliance

Hackers Want Your Contact Center CRM Data

Posted by Rob S. on Oct 9, 2014 1:00:16 AM

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.

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Topics: Cloud-Based Contact Center, Contact Center CRM Data, Customer Relationship Management, Infrastructure, PCI DSS HIPAA, Security/Compliance

Tips for Hiring Contact Center At-Home Agents

Posted by Linda D. on Sep 4, 2014 1:07:44 AM

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:

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Topics: Agent Training, Cloud-Based Contact Center, Cloud Contact Center ROI, Contact Center At-Home Agents, Customer Experience, Virtual Contact Center, Customers

The Contact Center Higher Education Market

Posted by Linda D. on Aug 20, 2014 12:49:27 AM

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.

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Topics: Cloud-Based Contact Center, Customer Support, Education Industry, Connect First Technologies, Customers

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