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Connect First Blog Posts

A Top Agent Won't Fear Contact Center Monitoring Technology

Posted by Dow B. on Apr 12, 2016 2:43:49 PM

Contact Center Monitoring, understanding your customers

Quality reporting and analysis has long been used in the contact center industry to measure agent effectiveness during customer interactions. Without this technology, it would be all but impossible to measure the customer experience and understand the strengths and weaknesses of each agent.

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Topics: Agent Training, Contact Center Reporting, Reporting, Contact Center Monitoring, Customers

Contact Center Reporting

Posted by Dow B. on Apr 1, 2016 2:57:26 PM

Is it Meeting Your Business’s High Expectations?

Imagine your customer dials into your cloud-based contact center to resolve a dispute and comes up against a brick wall instead of a helpful voice. Your agent is unfriendly, the problem is not resolved and the customer hangs up in frustration, thinking, “What on earth just happened?”

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Topics: Contact Center Reporting, Reporting, Agent Integrity

This Is Why Your Agents Are Quitting Left and Right

Posted by Linda D. on Mar 14, 2016 1:31:42 PM

We know you don’t want to talk about CSR turnover rates in your organization. But like pulling off a band-aid, it’s best to get this over with.

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Topics: Agent Retention, Cloud Contact Center Technology, Contact Center Reporting, Technology, Agents, Customers

You Can't Afford Another Sluggish Sales Quarter

Posted by Dow B. on Mar 14, 2016 1:08:54 PM

Take a look around your office. Do you like your job as an outbound call center sales manager?

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Topics: Call Center Reporting, Contact Center Reporting, Reporting, Connect First Technologies

Gear Up for HIPAA Phase II in Your Contact Center Reporting

Posted by Rob S. on Apr 7, 2015 10:46:34 AM

The U.S. Department of Health and Human Services Office for Civil Rights is about to release several key updates to the Health Insurance Portability and Accountability Act (HIPAA) of 1996.

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Topics: Contact Center Reporting, HIPAA Compliance, PCI DSS HIPAA, Security/Compliance

It's Time for Contact Center Spring Cleaning

Posted by Richard M. on Apr 6, 2015 11:18:00 AM

Is your enterprise just waking up after a long winter's nap? It may be time for some contact center spring cleaning. Now that we have finally turned the corner into spring it's time to break out the scrub brushes and brooms and implement some fresh changes in your customer contact center.

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Topics: Contact Center Reporting, IVR, Reporting

How Did Your Contact Center Perform in 2014?

Posted by Rob S. on Jan 13, 2015 12:00:57 AM

Have a Meeting and Ask Your Agents

Now that 2014 is in your rearview mirror, it’s time to round up your contact center team and take a hard look at your department’s year in customer service. Make this exercise an honest examination of all of the highs and lows from the past 12 months in an attempt to answer the following question: How did your contact center perform in 2014?

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Topics: cloud contact center, Contact Center Reporting, Reporting

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