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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

How to Manage Big Data in Your Call Center

Posted by Rob S. on May 17, 2016 4:27:37 PM

Unlimited Data Storage for Your Call Center

Call centers can use their data for protection, efficiency and growth opportunities.  Connect First is probably the only call center software to offer unlimited data storage to help you take advantage of all the numbers.  But, what do you do with them all?  In this blog, we will take a closer look at how to actually use your call center software data.

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Topics: Big Data, Cloud Contact Center Solutions, Reporting, featured

IVR System and Brand Image

Posted by Dow B. on Nov 3, 2015 9:54:23 AM

You’re trying to build a contact center that differentiates itself with its amazing customer experiences, and in doing so, you’re on the right track to success.

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Topics: Cloud Contact Center Solutions, IVR, Technology, Connect First Technologies

Three Things You Can Do Instead of Playing Hold Music

Posted by Dow B. on Jul 30, 2015 8:20:54 AM

Sitting through hold music while you wait for a customer service agent is usually a maddening process for a consumer.

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Topics: better customer service, Cloud Contact Center Solutions, Customer Experience, Customers

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

How Late Does Your Contact Center Stay Open?

Posted by Linda D. on Mar 18, 2015 3:33:37 PM

Mary has an important question about her account and needs to speak to a representative in your business’s contact center—but not before 6 p.m. when she gets out of work. Unfortunately for Mary, your contact center closes its doors at 6 p.m. meaning she’ll have to wait another day.

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Topics: Cloud Contact Center Solutions, Connect First, Cloud Contact Center Vendor

Take One Giant Leap for Customer Service

Posted by Linda D. on Mar 5, 2015 7:31:11 AM

The issue of mediocre customer service has been getting a lot of attention in the contact center industry during the past few months. As we discussed in a recent blog post, the customer service needle is stuck on mediocrity. It’s been this way for about 20 years now, despite the multitude of new customer relationship management solutions that agents and managers have at their disposal (like key performance indicators, call recording technologies and call management tools).

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Topics: better customer service, Cloud Contact Center Solutions, Customer Experience, Customers

Five Tips for Achieving HIPAA Compliance in Your Contact Center

Posted by Rob S. on Mar 3, 2015 12:18:15 PM

As a provider of healthcare services, protecting your patients’ private information in your contact center is one of the most important responsibilities that you have. When customers submit personal information to your organization, like names, social security numbers and contact information, they do so trusting that you’ll enforce every possible safeguard to prevent the data from falling into the hands of unauthorized third parties.

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Topics: Cloud Contact Center Solutions, HIPAA Compliance, PCI DSS HIPAA, Security/Compliance

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

Reflections in the Contact Center Cloud

Posted by Rob S. on Apr 22, 2014 1:30:34 PM

Connect First's Call Center Software is a product that often sells itself.

I was 11 when my family bought our subscription to America On-Line, then promising to be the world's foremost resource for all things Information Superhighway (Thank Gore for that one). I remember how happy I was to see the icons on the screen letting you know where you were in the dial-up process. The sounds of the modem in that all too horrifyingly haunting series of beeps and crashes followed by silence that keyed you in to being connected. That's it, you were there. The internet. The World Wide Web. The Cloud.

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Topics: cloud contact center, Cloud Contact Center Solutions, Technology, Cloud Technology, Connect First Technologies

Universities Get Smart: Cloud Contact Center Technology

Posted by Donna F. on Feb 28, 2013 9:39:00 AM

Contact center solutions are a necessity for universities

Universities or other institutions of higher education need contact center solutions to cost effectively route and/or respond to inbound calls, place outbound calls for fundraising, student recruitment outreach and collections, as well as for proactively alerting and sending notifications to students and staff. In the old days, these institutions had to purchase one and frequently many automatic call distributors (ACDs), dialers and interactive voice response (IVR) systems to meet the needs of their decentralized departments and functions. (This is still how it's done by many institutions.)

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Topics: cloud contact center, Cloud Contact Center Solutions, Technology, Connect First Technologies, University customer support

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