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Connect First Blog Posts

Your Contact Center Should Be Seen, Not Heard

Posted by Rob S. on Mar 24, 2016 3:56:08 PM

Your kids know the drill when it comes to staying up past their bedtime: They need to be seen but not heard. The moment they start making a racket, it’s off to bed. But if they play silently in the background, they may be able to buy an extra half an hour of or so of playtime.

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Topics: Contact Center Costs, Customer Complaints, TCPA Compliance, Compliance Technologies, Security/Compliance

What’s the Best Way to Prevent Contact Center Fraud?

Posted by Linda D. on Jan 7, 2016 8:10:19 AM

There is one growing problem in the contact center space that is not getting as much attention as it warrants, and that is customer fraud.

That is, callers pretending to be people who they are not to either make illegal purchases or gain access to sensitive information.

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Topics: Call Center Agents, Contact Center Costs, Security, Security/Compliance

What Generates a Greater ROI

Posted by Geoff M. on Oct 21, 2014 1:00:02 AM

What Generates a Greater ROI: On-Premises Infrastructure or the Cloud?

Right now business leaders everywhere are asking the same question: Invest in an on-premises, or cloud-based contact center infrastructure solution? It’s well known that investing in a cloud-based contact center solution can save your business a lot of money. After all, you won’t have to part with a copious amount of capital and operational expenditure. You will receive a plug-and-play solution that your agents can get started using right away.

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Topics: Cloud Contact Center ROI, Contact Center Costs, Infrastructure, ROI of cloud vs on-premise, Connect First Technologies, contact center infrastructure solution

Cost Saving Contact Center Solution

Posted by Linda D. on Oct 14, 2014 1:00:14 AM

Mitigate Risk With a Cost Saving Cloud-Based Contact Center Solution

Your contact center was established with the intention of driving revenue and maintaining stellar customer relations for your company. But to be of valuable service to your organization, your contact center needs to stay out of the financial “red zone” as well. A contact center in which capital and operational costs outweigh revenue will be little tolerated by business owners and executives.

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Topics: Cloud Contact Center ROI, Contact Center Costs, Contact Center Infrastructure, Infrastructure, Technology

Contact Center Start-up: Getting Started on the Right Foot

Posted by Linda D. on Sep 18, 2014 1:00:29 AM

If you have a contact center start-up or are just getting involved in the contact center industry, it’s important to get started on the right foot. After all, the contact center is one of the most important parts of the enterprise, as it is charged with both inbound and outbound customer communications. Customers will judge the efficiency of an organization based on how well this department performs.

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Topics: cloud contact center, Contact Center Costs, contact center startup, Technology, Uptime, Cloud Contact Center Vendor, Connect First Technologies

The 11 Steps of Outsourcing Contact Center Infrastructure

Posted by Linda D. on May 29, 2014 2:08:25 AM

Outsourcing your network contact center infrastructure into the cloud is a surefire way to reduce contact center costs. But it’s important to realize that outsourcing to a cloud services provider is not quite as simple as, say, renting a car. Regardless of the size of your operating environment, outsourcing equipment will require going through the following life cycle.

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Topics: Cloud Contact Center ROI, Contact Center Costs, Contact Center Infrastructure, Infrastructure, Technology

Cut Costs in Your Contact Center

Posted by Brian M. on Apr 28, 2014 7:21:22 AM

Choosing to invest in on-premises contact center infrastructure is a lot like buying a used car. Everything looks great for the first 3,000 miles or so — until the catalytic converter fails and you start wishing you had a warranty to fall back on.

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Topics: Cloud Contact Center ROI, Contact Center Costs, Infrastructure, Scalability, Technology

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