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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

Wave the White Flag for Better Customer Service

Posted by Rob S. on Aug 13, 2015 4:25:49 PM

Imagine a customer goes to a theme park and buys a fast pass to avoid lines. The fast pass, however, doesn’t work. As a result, the customer is forced to spend an extra hour in line to get a new one (totally defeating the purpose of buying a fast pass in the first place).

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Topics: better customer service, Customer Complaints, Customers, Customers-How To

Technology Will Not Improve Your Customer Service

Posted by Richard M. on Mar 25, 2015 3:15:21 PM

That is a difficult statement to make, especially from someone who has been selling technology for more than 20 years. When I began my career, one of my mentors would often remark that automation will improve an already well run company or it will quickly uncover flaws in one with broken processes.

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Topics: Customer Complaints, Customer Experience, Customer Service, Customers

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