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The Connect First blog covers the latest on innovative contact center software, industry trends, contact center optimization tips, product updates, and more.

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Monitor and coach an agent’s every interaction from a single screen

Ben W. - October 30, 2018

Introducing chat monitoring & more If you’re using live chat as a way for customers to reach you, you’re doing something right. Today’s empowered, tech-savvy customers want instant satisfact...
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14 Misconceptions About Customer Service

Linda D. - May 8, 2017

Last year was not a good one for Comcast. According to one study, 15% of Comcast’s Philadelphia cust...
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A Better Platform to Enhance the Customer Experience

Mathias O., CIO - May 4, 2017

How Websites Built to Enhance the Customer Experience Lead to Business Success The rapid growth of i...
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How To Empower Call Center Agents

Rob S. - April 25, 2017

Psychology Today says that motivation is literally the desire to do things. It's the difference betw...
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8 Great Tips for Training New Call Center Agents

Rob S. - April 18, 2017

 One of the keys to running a successful call center in today’s world is ensuring that customer expe...
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Basic Skills to Improve the Customer Experience

Cosima S. - April 10, 2017

Customer Service 101: While there are various methods you can employ to ensure the success of your c...
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What Your Competitors Can Teach You

Rob S. - April 5, 2017

The 10 Top Things Your Competitors Can Teach You About Great Customer Experiences When you run a cal...
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Self-Service & The Customer Experience

Rob S. - March 28, 2017

A Three-Way Win Many years ago, a sound byte circulated of a frustrated customer who phoned in to a ...
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Your Contact Center is The Secret Ingredient

Cosima S. - March 21, 2017

The Customer Experience The modern consumer is tech-savvy, value-conscious, and quick to post feedba...
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A Customer’s Perspective

Linda D. - March 10, 2017

Why The Customer Experience Matters I’m sure you’ve been there. Frustrated and confused. Slightly ag...
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How Long Hold Times Affect Your Customers' Experience

Rob S. - March 8, 2017

There's one key thing many people have come to expect when dealing with call center customer service...
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