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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 Management, Professional Development

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: Compliance, Contact Center Management

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 Management, Management Plan

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: Agent Retention, Contact Center IVR, Contact Center Management

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 Management

How To Become a Strong Call Center Manager

Posted by Linda D. on Mar 17, 2017 9:00:00 AM

No matter the business, organization, or entity, managers play an integral role in an efficient, smooth-running organism. They have an inside view of staff needs and problems, a direct avenue to the management team, and an untapped source of power to influence change.

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Topics: Contact Center Management

Three Ways Your Contact Center Is Losing Money

Posted by Rob S. on Jan 20, 2016 7:47:03 AM

Fundamentally speaking, a contact center is not designed to bring in as much short-term revenue as a sales department is supposed to. The point of a contact center is to build sound and long-lasting customer relationships. It’s designed to produce a stable customer base.

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Topics: Cloud Contact Center ROI, Contact Center Management

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