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CONNECT FIRST BLOG

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Connect First Blog Posts

14 Misconceptions About Customer Service

Posted by Linda D. on May 8, 2017 9:00:00 AM

Last year was not a good one for Comcast. According to one study, 15% of Comcast’s Philadelphia customers heard a busy signal when calling in to their customer service number. One man who actually managed to get through was put on hold for three and a half hours when he tried to cancel his service. A different customer, also trying to cancel, was forced to argue with the call center representative, who outright refused his request and demanded for ten minutes that the customer give him a good reason for cancelling.

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Topics: Customer Experience, Trends & Insights

A Better Platform to Enhance the Customer Experience

Posted by Mathias O., CIO on May 4, 2017 9:00:00 AM

How Websites Built to Enhance the Customer Experience Lead to Business Success

The rapid growth of internet usage and reliance has permanently changed the landscape and outline of business success. As of 2016, there were approximately 3.5 billion internet users worldwide, increasing from 2.21 billion in 2015. Go back a little further and you’ll see further evidence of the incredible uprising of internet technology, with numbers steadily growing from an even million in 2005 to over two million in 2010 — and continuing to rise up into the billions of users connected today.

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Topics: Customer Experience

How To Empower Call Center Agents

Posted by Rob S. on Apr 25, 2017 9:00:00 AM

Psychology Today says that motivation is literally the desire to do things. It's the difference between waking up before dawn to pound the pavement and lazing around the house all day. It's the crucial element in setting and attaining goals.

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Topics: Customer Experience, Trends & Insights

8 Great Tips for Training New Call Center Agents

Posted by Rob S. on Apr 18, 2017 9:00:00 AM

 One of the keys to running a successful call center in today’s world is ensuring that customer expectations are always met. Increasingly, customers expect that when they call into a contact center, their problems will be solved quickly via the expert ministrations of a highly skilled agent. Things may not always pan out that rosily, but call center managers should still do everything within their power to ensure their agents are trained thoroughly and possess the necessary skills to handle customer inquiries quickly and efficiently.

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Topics: Customer Experience, Trends & Insights

Basic Skills to Improve the Customer Experience

Posted by Cosima S. on Apr 10, 2017 9:00:00 AM

Customer Service 101:

While there are various methods you can employ to ensure the success of your call center, the most identifying and important aspect comes down to the customer-employee interaction. Stellar customer service is an invaluable advantage for businesses, yet call centers face unusual and individualized challenges when it comes to inspiring continuous quality service.  

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Topics: Customer Experience, Trends & Insights

What Your Competitors Can Teach You

Posted by Rob S. on Apr 5, 2017 9:00:00 AM

The 10 Top Things Your Competitors Can Teach You About Great Customer Experiences

When you run a call center, the customer experience is … everything. Yet, it's so easy to go wrong in this area. So many ways to slip up without even realizing it. How do you know when you're falling short of the mark? In some cases, your customers will tell you. Another powerful source of information you may not have considered, however, is your competition. They have a wealth of lessons to teach you — both positive and negative.

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Topics: Customer Experience

Self-Service & The Customer Experience

Posted by Rob S. on Mar 28, 2017 9:00:00 AM

A Three-Way Win

Many years ago, a sound byte circulated of a frustrated customer who phoned in to a call center for help restoring his crashed computer. As the call progressed and the customer's meltdown proceeded, he became more deranged and incoherent, describing his predicament in apocalyptic imagery.

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Topics: Customer Experience, Trends & Insights

Your Contact Center is The Secret Ingredient

Posted by Cosima S. on Mar 21, 2017 9:00:00 AM

The Customer Experience

The modern consumer is tech-savvy, value-conscious, and quick to post feedback concerning their customer service experiences. Author Tom Peters lends an appropriate quote that may very well sum up the customer service challenge from the customer's unique frame of reference. As a best-selling author of many books that provide practical and actionable ways businesses can achieve excellence in leadership, innovation, and customer service, Mr. Peters writes: "Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!"

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Topics: Contact Center, Customer Experience, Trends & Insights

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.

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Topics: Customer Experience

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: Customer Experience