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CONNECT FIRST BLOG

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Transactional to Relational Customer Service

Posted by Fred S. on Jul 16, 2015 12:25:24 PM

How to Make the Leap From Transactional to Relational Customer Service

Right now your business’s customer service operation performs a bit like a fast-food restaurant; in other words, customer interactions are brief and professional. Customers call in with questions or to hear account statements; they get what they need, and they go on their merry ways.

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Topics: Agent Training, Contact Center Agents, Customer Journey, Customers

Omni-Channel Servicing is a Requirement

Posted by Donna F. on Jun 11, 2015 8:22:45 AM

There is a growing effort to build effective omni-channel contact centers to deliver consistently outstanding customer journeys for today’s consumers, who are demanding service in their channel of choice. The systems and tools available to enterprises have improved dramatically in the last few years, greatly improving an organization’s ability to deliver outstanding service in a cost-effective manner. At the same time, these new capabilities are allowing organizations to capture and respect consumers’ personal and channel preferences.

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Topics: Guest Blog, Omni-channel, Customer Journey, SMS

Creating the Dynamic Contact Center

Posted by Linda D. on Jun 2, 2015 9:07:17 AM

A Customer Service Quest

11 years ago, one of our employees departed on a spiritual quest into the nearby Rocky Mountains with a single goal: to wander through the wilderness until he discovered the true secret to customer service in a dynamic contact center.

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Topics: Reporting, Customer Journey, HIPAA Compliance

The Customer Journey Really Matters

Posted by Donna F. on Apr 8, 2015 9:24:52 AM

a Shared Vision and Goal

I’ve been actively involved in service organizations for over 30 years. I’ve seen concepts, terms and buzzwords come and go and then return for a second showing. For example, we all know that service quality is an essential element of the overall customer experience, and critical to what our customers (and prospects) think of our organizations. We can talk about quality circles, quality management, quality assurance, the customer experience and many other phrases – but what matters is that customers and prospects expect a high quality experience when they interact with any organization, even the government. This means that consumers and business partners expect to receive the correct information, shared in a pleasant and positive manner by a service representative who appears to care about the customer as well as the company (or organization) that they support. And when it comes to self-service applications – websites and interactive voice response systems (IVRs) – they expect an easy, pleasant and logical experience.

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Topics: better customer service, Guest Blog, Customer Journey, Customers

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