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CONNECT FIRST BLOG

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Connect First Blog Posts

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.

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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

What Makes Our 97% Retention Rate?

Posted by Linda D. on Jun 7, 2016 9:05:25 AM

Some companies spend their money to bring customers in the door. We invest in keeping our customers satisfied with our level of service and competitive offerings.

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Topics: Contact Center Customer Service, Customer Support, Retention Rate, Customers

Hit the Reset Button in Your Contact Center

Posted by Richard M. on Aug 11, 2015 7:59:49 AM

Your customer service department has fallen on hard times. If your contact center were a team in the National League Western Division, it would be in fifth place. Even our beloved last-place Colorado Rockies would have to make room for it!

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Topics: Contact Center Customer Service, Customer Experience, HIPAA, Customers, PCI DSS

All Hands On Deck for Quality Customer Service

Posted by Rob S. on Jul 14, 2015 12:35:21 PM

The next time you fly, pay attention to what happens near the cockpit as you board and exit the aircraft. In most cases, the pilot and co-pilot will be standing right next to the stewardesses, ready to greet you, shake your hand and thank you for flying with them.

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Topics: better customer service, Contact Center Customer Service, Customer Experience, Customers

How Deep is Your Customer Service Bullpen?

Posted by Linda D. on Apr 15, 2015 2:38:22 PM

Baseball is back, and that means managers across the country are taking a hard look at their squads and asking the same question: How deep is my bullpen? Is it strong enough to carry my team deep into October?

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Topics: better customer service, Contact Center Customer Service, Customer Experience, Customers

Importance of Customer Service in 2015

Posted by Linda D. on Mar 31, 2015 3:02:31 PM

Webinar Highlights

Are you wondering how much dedication your organization should be putting into the overall customer experience this year? On Wednesday, DMG Consulting President Donna Fluss teamed up with Connect First’s VP of Customer Service Rob Schneider to host a webinar focused on the importance of customer service in 2015.

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Topics: Contact Center Customer Service, Customer Experience, Customer Relations, Customers

The Contact Center Customer Service Needle is Stuck on Mediocrity

Posted by Rob S. on Feb 19, 2015 12:00:13 AM

How Can We Move It?

The customer service industry has a big problem. Right now, it’s mired in a seemingly endless—and confusing—bog of new technologies, as evidenced by a slew of fresh acronyms popping up to encapsulate them. It seems like every day there is a new contact center solution with a clever name that can guarantee better customer service results.

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Topics: Contact Center Customer Service, Customer Experience, cloud-base customer relationship, Customers

It’s Time to Raise the Bar for Customer Service

Posted by Linda D. on Jan 22, 2015 12:00:04 AM

With Advanced Call Center Metrics

Picture this: First, a man has an amazing customer experience with his bank. The bank greets him by name, knows all of his preferences and is exceptionally informed and helpful over the phone. Then, the customer calls your retail business’s contact center and has a poor interaction with a service agent. The agent does not have the data to greet the man by name or provide the tailored approach he experienced with his bank.

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

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.

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

It’s the Most Wonderful Time of the Year

Posted by Rob S. on Dec 30, 2014 12:00:36 AM

For Contact Center Customer Service

Your contact center customer service department has been flooded with consumer inquiries over the past several months; from the days before Thanksgiving to your year-end sale, everyone is trying to get his or her hands on the next best product.

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Topics: Cloud-Based Contact Center, cloud contact center, Contact Center Customer Service, Customer Experience, Customers

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