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CONNECT FIRST BLOG

Home to industry-leading contact center insights, must-have lifestyle and management tips, Connect First product announcements, industry news, and frequent postings from the unique perspectives of our amazing team members. Subscribe today to keep up!

Connect First Blog Posts

5 Ways To Change A Toxic Call Center Work Environment

Posted by Linda D. on Mar 9, 2017 9:00:00 AM

As a contact center employee, can you imagine showing up for work each day feeling energized and enthusiastic, looking forward to the challenges that lie ahead? As a customer, can you imagine feeling as though someone is listening to you, engaging you in a practical and meaningful solution, and somehow making the process collaborative, relaxing and fun?

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Topics: cloud contact center, Company Culture

Lose Your Legacy Network, Find Real-Time Reporting

Posted by Dow B. on Apr 18, 2016 2:18:24 PM

You clicked on this link expecting to read a regular blog post. But this is actually a specially targeted intervention aimed at shaking your addiction to your legacy network.

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Topics: Call Center Reporting, cloud contact center, Technology, PCI DSS Compliance

Full-Scale Cloud Contact Center Migration

Posted by Linda D. on Sep 1, 2015 3:36:47 PM

Everyone’s Doing It ... Right?

At this point in the buying cycle for cloud contact center services, you’ve already been convinced that the cloud is right for your business. Now comes the big question: How much of your legacy network should you outsource into a private or public cloud environment?

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Topics: cloud contact center, Cloud Contact Center Migration, Hybrid Technology, Technology

IT Managers Believe in Cloud Computing Technology

Posted by Linda D. on Feb 12, 2015 12:00:58 AM

Adopting new infrastructure into your contact center can be a nerve-racking experience. Sometimes it’s better to wait until a technology moves out of its nascent stage before you give the green light to adopting it into your core network. Case in point, when the cloud was first introduced, many business leaders took this wait-and-see approach, as the technology was just too untested and challenging to assess.

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Topics: cloud contact center, Cloud Contact Center ROI, Cloud Contact Center Solutions, Technology, cloud computing technology

Mastering the Art of Proactive Engagement

Posted by Rob S. on Jan 27, 2015 12:00:58 AM

There’s a fine line between what is acceptable and what is not when reaching out to customers from your contact center. When customer outreach is done correctly, meaning in a way that is not invasive, it’s called "proactive engagement". But when it’s done incorrectly, it can be seen as annoying—and could reflect poorly on your company.

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Topics: cloud contact center, Customer Experience, Cloud-based automatic dialing solution, Customers, Proactive Engagement

The Power of Web-based Self-Service in Your Contact Center

Posted by Rob S. on Jan 15, 2015 12:00:02 AM

Put yourself into the mindset of a customer who needs information about his or her account. Chances are likely that the first thing you will do is open your Internet browser and search for the data online. That is, you would not take the time to call an agent and request the data over the phone, assuming you could do it quicker yourself.

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Topics: cloud contact center, cloud contact center software, Customer Experience, Customer relationship management solution, Customers

How Did Your Contact Center Perform in 2014?

Posted by Rob S. on Jan 13, 2015 12:00:57 AM

Have a Meeting and Ask Your Agents

Now that 2014 is in your rearview mirror, it’s time to round up your contact center team and take a hard look at your department’s year in customer service. Make this exercise an honest examination of all of the highs and lows from the past 12 months in an attempt to answer the following question: How did your contact center perform in 2014?

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Topics: cloud contact center, Contact Center Reporting, Reporting

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

Expand Your Global Customer Service Footprint

Posted by Rob S. on Dec 9, 2014 12:00:07 AM

Use the Cloud

Cultural and geographical anomalies among countries can make even the most basic function of a contact center, which is communication between agents and customers—difficult for global corporations to achieve. Language barriers, time zone restrictions and other road blocks can all prevent valuable customer experiences.

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Topics: cloud contact center, Global Customer Service, Technology, Agents, Cloud-Based Customer Relationship Management Solut, Internetional Customer Service Infrastructure

Your Business is Growing. Make Sure It's in the Cloud

Posted by Linda D. on Dec 2, 2014 12:00:34 AM

Right now, your business is small. But it’s growing. In fact, it has the potential to grow rapidly overnight. Does your company have the resources needed to allow for sudden and unexpected growth?

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Topics: cloud contact center, Customer Support, Infrastructure, Technology, Cloud-Based Contact Center Advantages, Cloud Contact Center For Business Growth

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