<div style="display:none;"> <img src="//pixel.quantserve.com/pixel/p-aR5phPzvj5AGM.gif" border="0" height="1" width="1" alt="Quantcast">

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 Customer’s Perspective

Posted by Linda D. on Mar 10, 2017 9:00:00 AM

Why The Customer Experience Matters

I’m sure you’ve been there. Frustrated and confused. Slightly agitated at the customer service representative on the other line, but keeping calm because you know it’s not their fault. This isn’t the first time you’re calling into customer service — for the same problem — but the representative on the other line has no clue about your issue.

Read More

Topics: Approach to Customer Service, better customer service, Contact Center Customer Experience, Customer Experience, Providing a Great Customer Experience, Providing Great Customer Service

How Long Hold Times Affect Your Customers' Experience

Posted by Rob S. on Mar 8, 2017 9:00:00 AM

There's one key thing many people have come to expect when dealing with call center customer service: long hold times — especially around peak times of day. Call center managers have the difficult task of maintaining a delicate balance: you don't want to have too many people on staff because you'll end up paying them to simply sit there during low-volume hours; but at the same time, you don't want customers stuck with long hold times during high-volume hours. Learning how long hold times affect the customer experience can help you make better decisions for your team.

Read More

Topics: Approach to Customer Service, better customer service, Call Center Customer Service, Contact Center Customer Experience, Contact Center Customer Service, Customer Experience, Providing a Great Customer Experience, Providing Great Customer Service, Customer support Phone Experience

The Chief Customer Service Blunder To Avoid In Your Contact Center

Posted by Linda D. on Jan 6, 2015 12:00:24 AM

One of your customer service agents has been on the phone with a caller for 10 minutes, and the conversation is going in circles. The customer is demanding to speak to a supervisor while the agent is adamant about quelling the problem himself instead of escalating the request.

Read More

Topics: Agent Training, Cloud-based Contact Center Solution, Contact Center Customer Experience, Contact Center Customer Service, Customer Experience, Customers

The Contact Center Customer Experience Is Always Important

Posted by Linda D. on Oct 7, 2014 1:00:01 AM

Right now is an ideal time to invest in improving the contact center customer experience, according to recent research from the University of Georgia. The new study shows that investing in the customer experience when the economy is healthy yields a 20 percent gain, versus a 10 percent gain when the economy is weak. And right now the economy is on the rise; consumer spending is up, and economists are predicting we will end 2014 on a high note. In fact, gross domestic product expanded at a 4.0 percent annual rate during the second quarter.

Read More

Topics: Call Center Customer Service, Contact Center Customer Experience, Customer Experience, Customer Support, Customers

Surprise Your Contact Center with Pizza Today

Posted by Rob S. on Aug 26, 2014 12:40:21 AM

Call Center Customer Experience - Pizza Day

Walt Disney once said you can create the most wonderful place in the world, but it requires people to make it a reality. And this applies directly to your call center customer experience. It doesn’t matter if your products and services are unrivaled. If your contact center customer support team is stressed and miserable struggling to manage heavy volumes of calls with antiquated equipment, and if your management strategies are stuck in the past, customers will pick up on it. And it will send them a red flag as they assess whether they want to do business with your company.

Read More

Topics: Agent Training, Contact Center Customer Experience, Customer Experience, Customer Support, Employee Engagement, Customers

Subscribe to Email Updates

Recent Posts

Posts by Topic

see all