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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

The Chief Customer Service Blunder To Avoid In Your Contact Center

Posted by Linda D. on Jan 6, 2015 12:00:24 AM

One of your customer service agents has been on the phone with a caller for 10 minutes, and the conversation is going in circles. The customer is demanding to speak to a supervisor while the agent is adamant about quelling the problem himself instead of escalating the request.

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Topics: Agent Training, Cloud-based Contact Center Solution, Contact Center Customer Experience, Contact Center Customer Service, Customer Experience, Customers

Reliable Cloud-based Contact Center Software

Posted by Rob S. on Dec 18, 2014 12:00:59 AM

Make Life Easier for Your Agents

Your agents are super-stressed. Their customer service software has been slow all morning and they are struggling to meet their call quotas. It’s a busy time of year, too, which means there is a heavy volume of customers that require phone support.

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Topics: Cloud-based Contact Center Solution, Cloud Contact Center ROI, Technology, Cloud-based Contact Center Software, Connect First Technologies

Have No Fear of a Cloud-based Contact Center Solution

Posted by Richard M. on Mar 26, 2014 9:58:05 AM

Your customer contact center has all the ability to make a serious financial impact for your enterprise. But there is only one thing that is holding you back from turning it into a dynamic, revenue-driving solution, which is your reluctance to trust the cloud.

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Topics: Cloud-based Contact Center Solution, cloud contact center, Overflow Protection, Technology, Connect First Technologies

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