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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

4 Tips to Improve Agent Coaching

Posted by Linda D. on May 1, 2018 9:45:00 AM
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Topics: Contact Center, Trends & Insights

Professional Development for Call Centers

Posted by Rob S. on May 12, 2017 9:00:00 AM

In-house training and external educational opportunities.

Research reveals that call centers experience one of the highest turnover rates of any industry: 26% of front line staff voluntarily or involuntarily leave by the end of any given year. This same research reveals that it will cost $4,000 to hire a new worker and $4,800 to train them. That means today’s call center supervisors must be talented mentors, motivators, and managers. The U.S. Office of Personnel Management states that investing in professional learning and development for supervisors will save money, improve work quality, and increase employee job satisfaction. Let's look at some of the challenges supervisors face in the quest for professional development (PD), and further examine how to promote the necessary skills and knowledge needed to achieve success and exceed goals.

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Topics: Contact Center, Trends & Insights, Culture

Protect Your Contact Center from Legal Issues

Posted by Mathias O., CIO on May 10, 2017 9:00:00 AM

Here are 5 ideas:

The contact center industry is rife with challenges. On any given day you might experience anything from extreme customer meltdowns to actual hardware meltdowns (it’s happened!). The longer you stay in business, however, the more you learn to anticipate the kinds of issues your call center might face. If you haven’t faced any legal challenges yet; that’s great! We hope you never do. That being said, a bit of proactivity and some maintenance along the way can make a huge difference in outcome, should legal issues ever come your way. Let’s look at five tips that can help prepare you for the unexpected.

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Topics: Contact Center, Trends & Insights, Culture

Create an Effective Employee Management Plan

Posted by Rob S. on May 9, 2017 9:00:00 AM

Running a call centre requires a great deal of thought, planning, care, and management. A big part of successful management is having a detailed plan of attack. Within your overarching master plan, you'll find you need to create smaller, more targeted plans for different aspects of management. When assembling your plans-within-plans, don't forget to include an employee management plan. Call center managers would do well to come up with a comprehensive and effective employee management plan to ensure that every employee is properly utilized, trained, and making a positive contribution to the company.

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Topics: Contact Center, Culture

Optimize Management in Your Call Center

Posted by Rob S. on May 5, 2017 9:00:00 AM

Forbes magazine states that over 70 percent of companies have made customer experience improvement their number one priority. Why the new trend? Well, American companies collectively lose over $62 billion every year because of poor customer service. That’s a staggering statistic. Let’s explore some ways you can recoup some of that income for your call center, and ensure your losses due to poor customer service continue to shrink into nonexistence. In a contact center, the management team is the driving force that keeps customers happy, employees engaged, and revenue streams consistent. Take a look at these seven ways you can optimize management in your call center.

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Topics: Contact Center, Trends & Insights, Culture

10 Tips for Creating Effective IVRs

Posted by Linda D. on Apr 24, 2017 9:00:00 AM

If you’ve spent your life a long way from civilization — without phone service — you might not have come across an IVR. If you're like most people in the world, though, you’ve probably already carried on many conversations with different IVR systems.

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Topics: Contact Center, Product

Professional Development for Call Center Agents

Posted by Guillermo A. on Apr 12, 2017 9:00:00 AM

Working as a call center agent can be challenging. You often get calls from people who are frustrated, upset, or angry. And you have to find a way to interpret their needs, all the while devising and offering effective solutions that guarantee their satisfaction. Whew! That's a tall order.

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Topics: Contact Center, Product

Three Tips for Managing an Efficient Call Center

Posted by Linda D. on Apr 11, 2017 9:00:00 AM

If you manage a call center, you no doubt face challenges, regardless of your type of business. You may be responsible for monitoring dozens of employees, assessing their performance, and finding areas for improvement. On top of that, your position in call center management may include boosting customer satisfaction or providing faster service. Here are a few tips to help you manage your call center more efficiently while creating a positive, solutions-oriented atmosphere for all staff. 

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Topics: Contact Center, Product

Engage Remote Teams, Increase Productivity

Posted by Linda D. on Apr 7, 2017 9:00:00 AM

Ten Key Ways to Promote Productivity

You’ve finally built a remote team of highly skilled professionals from around the world, and you feel you’re off to a great start. As you begin to manage them, however, some questions begin to arise that you may not have considered. How can I best engage the team? How can I make sure the team continues to grow? What can I do to increase their productivity?

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Topics: Contact Center, Trends & Insights

Free! Project Management Software

Posted by Yesica M. on Apr 6, 2017 9:00:00 AM

Four of the Best Options

Whether your company is a large enterprise or a smaller business, the desired outcome is still the same: a smooth-running, organized, efficient, and successful business. That's where project management software can step in to save the day.

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Topics: Contact Center, Trends & Insights