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CONNECT FIRST BLOG

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Connect First Blog Posts

Truth of Multi-Channel Adoption

Posted by Linda D. on Jun 16, 2016 2:33:53 PM

Board the hype train

Have you noticed how a personal 3D printer looked imminent and felt like it was a must-have thing right around the corner? Trendy technologies are placed on the peak of inflated expectations in a recent report by tech analysts Gartner. With real productivity of these tech innovations arriving in 5 to 10 year period – one must question if early adoption will be met by a healthy return on investment.

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Topics: Cloud Contact Center ROI, Multi-channel, ROI, Technology

Multi-Channel Adoption

Posted by Dow B. on Jun 15, 2016 8:35:06 AM

Are You Getting What You Paid For?

With many tech innovations, the benefits are not always immediate. Big data successfully moved from a super trendy idea to an effective product, but it did not happen overnight. With the cost of typical Hadoop clusters (the hardware to collect big data) in the millions of dollars, it is reasonable to seriously scrutinize and assess such an early adoption investment.

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Topics: Cloud Contact Center ROI, Multi-channel, ROI, Technology, Uptime

Six Reasons to Switch Call Center Software

Posted by Linda D. on Apr 13, 2016 2:27:36 PM

Setting up your Call Center

You probably wish to forget the process of getting you call center software setup.  You remember how time consuming and expensive it was. All the up front costs, and process of getting something new installed and learned.  And now?  You are still unsatisfied, but extremely hesitant to do it all again.

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Topics: Analytics, Call Center Software, Cloud Contact Center ROI, Connect First, Reporting, TCPA Compliance

Three Ways Your Contact Center Is Losing Money

Posted by Rob S. on Jan 20, 2016 7:47:03 AM

Fundamentally speaking, a contact center is not designed to bring in as much short-term revenue as a sales department is supposed to. The point of a contact center is to build sound and long-lasting customer relationships. It’s designed to produce a stable customer base.

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Topics: Cloud Contact Center ROI, Contact Center Management

Money Alone Won’t Build A Better Contact Center

Posted by Brian M. on Oct 29, 2015 1:06:53 PM

Money Alone Won’t Build A Better Contact Center, But It Sure Helps.

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Topics: Cloud Contact Center ROI, Cloud Contact Center Technology, Technology, Customer Happiness

Moving Your Contact Center To The Cloud?

Posted by Dow B. on Oct 13, 2015 2:08:27 PM

Ahhhh, the age of the dinosaurs. Miraculous, astonishing, and of course, cool as heck. Even cooler because these giant beasts are now safely tucked away in the annals of history.

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Topics: Cloud Contact Center ROI, Scalability, Security, Technology, Migration

Three Things to Look for in a Cloud Contact Center SLA

Posted by Rob S. on Aug 6, 2015 8:05:43 AM

Partnering with a provider of cloud-based contact center infrastructure can feel a bit like buying or leasing a new car: Everything tends to go swimmingly until it’s time to sign a service-level agreement (SLA). Then, the sales associate unleashes a document longer than any textbook you had to read in college, full of important information cleverly hidden in the tiniest text possible.

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Topics: Cloud Contact Center ROI, disaster recovery, SLA, Technology, Contracts, KPI

Three Things the C-Suite Expects from a Contact Center

Posted by Geoff M. on Jun 18, 2015 8:00:04 AM

It’s been a long journey to get to this point in your career, but you’re finally at the helm of your customer outreach department. As the manager, you’re finally calling the shots and you hope to take your company’s customer service to new heights.

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Topics: Cloud-Based Contact Center Technology, Cloud Contact Center ROI, Cloud Contact Center Solutions, Technology

Maximum ROI In Your Contact Center

Posted by Greg L. on Apr 22, 2015 2:03:46 PM

Pennies to Profits: How to Achieve Maximum ROI In Your Contact Center

Do adjectives like "sinking ship" and "money pit" describe your customer contact center? Are extraneous capital and operational expenses causing you to re-think your plan? The contact center is one of the most important parts of your enterprise, as it acts as the front lines when providing service for your customers. Unfortunately, it can be a real drain on your finances.

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Topics: Cloud Contact Center Migration, Cloud Contact Center ROI, Guest Blog, ROI

Is Your Business Too Big for a Cloud Contact Center?

Posted by Geoff M. on Mar 26, 2015 3:07:58 PM

While the rest of the business world is jumping head first into the cloud contact center market, you’re still on the sidelines assessing the situation. What’s holding you back is the concern that your enterprise is too large for a migration to the cloud, which you justify with worries about cloud capabilities for performance, scalability and security.

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Topics: Cloud Contact Center Migration, Cloud Contact Center ROI, Technology, Cloud Contact Center Vendor

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