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Connect First Blog Posts

This Is Why Your Agents Are Quitting Left and Right

Posted by Linda D. on Mar 14, 2016 1:31:42 PM

We know you don’t want to talk about CSR turnover rates in your organization. But like pulling off a band-aid, it’s best to get this over with.

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Topics: Agent Retention, Cloud Contact Center Technology, Contact Center Reporting, Technology, Agents, Customers

Big Data: It’s A Big Deal

Posted by Geoff M. on Nov 12, 2015 7:54:18 AM

Why invest in big data?

In a recent article, we explained how heading into 2016, Connect First will be advising its customers to focus less on new innovative solutions and more on well-tested, market-proven technologies for their businesses.

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Topics: Big Data, Cloud Contact Center Technology, Reporting

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

Shopping for a Cloud Contact Center?

Posted by Dow B. on Sep 29, 2015 8:32:13 AM

Be Wary About Going ‘All In’

Recently, a lot of customers have been inquiring about all-inclusive cloud contact center pricing models, which provide a variety of services at flat rates typically advertised as a “low monthly subscription.”

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Topics: Cloud Contact Center Technology, Infrastructure, Technology

Prevent Calls From Bottlenecking

Posted by Linda D. on Aug 18, 2015 4:18:44 PM

How to Prevent Calls From Bottlenecking in Your Contact Center

It’s 4 p.m. and one of your customers has an urgent matter that he or she needs to clarify with an agent over the phone. Unfortunately, this is one of the busiest call times at your contact center.

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

Invest in IVR and Watch the Savings Pile Up

Posted by Geoff M. on May 5, 2015 1:18:01 PM

Your understaffed and overworked contact center is like a sinking ship, with heavy waves of customers flooding your phone lines. As a result of your tsunami-like call volume, your agents must work extra hard to keep up with demand. In effect, this is driving up contact center costs, as agents must spend more time handling inbound calls and less time focusing on profit-driving initiatives.

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

Cloud Contact Center Technology Week

Posted by Rob S. on Aug 4, 2014 3:33:51 AM

Celebrate National Simplify Your Life Week With Cloud Contact Center Technology

Here at Connect First, we were interested to learn that the first week of August is National Simplify Your Life Week. After all, we’re constantly looking for ways to simplify and enhance the the customer experience with cloud contact center technology. The contact center can be a pretty hectic place, and staying on top of customer requests and heavy call volumes can be overwhelming without the right cloud contact center technology.

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Topics: Automatic Call Distribution Software, cloud contact center, Cloud Contact Center Technology, Technology, Connect First Technologies

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