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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

A Note From The Quiet Side Of Call Center Software

Posted by Kaylee M. on Mar 14, 2017 9:00:00 AM

No matter how long you’ve been a customer of Connect First, chances are you haven’t interacted with anyone on my surprisingly small team. That’s not to say we aren’t working incredibly hard, or that we’re not constantly handling customer requests, bugs, and new features.

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Topics: Call Center Technology, Cloud-Based Contact Center Technology, Connect First Cloud-Based Contact Center Technolog, Stable Technology, Technology, cloud computing technology, Cloud Technology, Connect First Technologies

Focus On Your Workflow

Posted by Fred S. on Nov 9, 2016 10:00:12 PM
 

When implemented properly, call center software can drastically increase efficiency, customer satisfaction, and your company’s bottom line.

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Topics: Call Center Software, ROI, Technology, Connect First Technologies, featured

What's a Next-Generation Call Center ACD?

Posted by Rob S. on Jun 9, 2016 8:52:03 AM

The ACD is the first tool you install when setting up a call center.

Managers today are eager to get on board with the new trendy things to 'shake up' the operational flow or 'upgrade' processes. This is why so much attention is drawn to new technology like big data solutions, cloud services and so on. However, many forget that the core of the customer communications still remains the phone. 68% of all contact center communication is handled via phone.

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Topics: ACD, Big Data, Call Monitoring, Technology, Connect First Technologies

Benefits Come With Switching Call Center Software

Posted by Rob S. on Mar 29, 2016 3:42:10 PM

When you think of switching call center software, you probably think, "Oh no.  Here we go again."  No matter the fact that you are spending more than you hoped, have terrible call performance and are frustrated with the support, it can seem daunting to move forward.

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Topics: Call Center Software, SaaS, Connect First Technologies

Take Our Advice: Stay Clear of 'Low Cost' Customer Service Solutions

Posted by Rob S. on Mar 14, 2016 1:37:06 PM

You're thinking of taking the cheap way out and investing in super low-cost contact center software to save a few bucks.

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Topics: Call Center Technology, Cloud-Based Contact Center Technology, Technology, Connect First Technologies

You Can't Afford Another Sluggish Sales Quarter

Posted by Dow B. on Mar 14, 2016 1:08:54 PM

Take a look around your office. Do you like your job as an outbound call center sales manager?

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Topics: Call Center Reporting, Contact Center Reporting, Reporting, Connect First Technologies

Contact Center - Data Center, One In The Same

Posted by Rob S. on Jan 14, 2016 7:58:35 AM

At first glance, the contact center and data center may seem worlds apart. The contact center, after all, is primarily responsible for placating customers, while the data center is responsible for storing and managing information, right?

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Topics: Big Data, Cloud-Based Contact Center Technology, Connect First Technologies

Contact Center Technology

Posted by Dow B. on Dec 1, 2015 1:30:38 PM

Five Questions To Ask Before Investing In New Contact Center Technology

You’re heading into 2016 with a fresh budget and a long list of new customer service technologies you want to explore. From cutting-edge virtual agents to workforce automation technologies, there is no shortage of enticing solutions on the market vying for a place in your contact center.

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Topics: ACD, Cloud-Based Contact Center Technology, CRM, Infrastructure, IVR, Technology, Connect First Technologies

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

Speed Up Problem Resolution With IVR Software

Posted by Linda D. on Oct 27, 2015 1:26:11 PM

How much time does it take from initial dial-in to your contact center before a customer’s problem is resolved? If you cringe at the thought of answering this question, it’s time to reconsider your company’s customer service strategy. A study from Forrester shows that 71 percent of customers feel that valuing their time is the most critical thing a company can do to provide great customer service.

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Topics: Analytics, Connect First IVR Studio, Technology, Connect First Technologies, IVR Software

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