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CONNECT FIRST BLOG

Home to industry-leading contact center insights, must-have lifestyle and management tips, Connect First product announcements, industry news, and frequent postings from the unique perspectives of our amazing team members. Subscribe today to keep up!

Connect First Blog Posts

Customer Retention In Your Contact Center

Posted by Linda D. on Apr 20, 2016 2:09:33 PM

The Value of Customer Retention In Your Contact Center Software Relationship

We don't get dumped.

Too many cloud customers struggle in dysfunctional relationships, having received the call center software they contracted for, but missing that crucial element of support when something goes wrong. If you're not feeling the love from your contact center software partner, it may be time to cut the cord.

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Topics: Customer Experience, Customer Relations, Customer Retention, Uptime, Customers, Customers-How To

Is Your Contact Center Vendor Taking You For Granted?

Posted by Dow B. on Feb 16, 2016 1:22:31 PM

Talk To Connect First

You and your contact center technology vendor have been an item for quite some time. But the relationship is not going all that well, is it?

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Topics: Cloud-Based Contact Center Technology, Customer Relations, Cloud Contact Center Vendor

An Open Letter From A Contact Center Agent

Posted by Linda D. on Feb 2, 2016 1:40:31 PM

Dear Reader,

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Topics: Agent Training, Call Center Agents, Customer Relations, Customers

Tips For Planning Your Customer Service Roadmap

Posted by Linda D. on Dec 3, 2015 1:16:59 PM

Customer service may look easy, but the truth is it’s a deceptively complex—and delicate—process that requires careful planning and constant vigilance. With this in mind, companies that continually rank near the top of the customer service rankings—like Amazon, Chick-fil-A, and Apple— don’t just wind up there by accident. They do so through careful planning and orchestration, and a sharp eye for detail.

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Topics: Business to Business, Customer Experience, Customer Relations, Customers

Attitude Is Not Everything in Providing a Great Customer Experience

Posted by Geoff M. on Sep 10, 2015 3:11:55 PM

For hungry folks entering a restaurant, it’s a misery to encounter an obviously friendly, customer-centric waitstaff that is visibly suffering from heavy order volumes and poor collaboration with the kitchen.

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Topics: ACD, Customer Relations, IVR, Technology, Connect First Technologies

The Missing Ingredient: Autonomy in Your Contact Center

Posted by Linda D. on Jul 21, 2015 8:46:12 AM

Right now this is how your data center operates: You hire agents, who answer to managers, who answer to supervisors, who answer to the C-suite. It’s a top-down system, which is held back by a thick wall of middle-management. Because of this wall of middle management, innovation has come to a standstill in your department.

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Topics: Customer Relations, Autonomy, Customers, Customers-How To

Three Problems Ruining Contact Center Customer Relationships

Posted by Fred S. on Jun 4, 2015 8:38:52 AM

Let’s be honest: No contact center is perfect, so mishaps are bound to take place from time to time. In today’s high-pressure environment for creating positive customer experiences, however, any misstep can send your patrons scurrying to the competition. According to Accenture, for instance, 66 percent of customers have switched companies due to poor service.

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

Importance of Customer Service in 2015

Posted by Linda D. on Mar 31, 2015 3:02:31 PM

Webinar Highlights

Are you wondering how much dedication your organization should be putting into the overall customer experience this year? On Wednesday, DMG Consulting President Donna Fluss teamed up with Connect First’s VP of Customer Service Rob Schneider to host a webinar focused on the importance of customer service in 2015.

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Topics: Contact Center Customer Service, Customer Experience, Customer Relations, Customers

Embrace a White Glove Approach

Posted by Rob S. on Mar 12, 2015 3:53:17 PM

Embrace a White Glove Approach To Customer Service In Your Contact Center

Your contact center is suffering from a poor memory problem. Every time customers call in to speak with your agents, they need to provide their basic information—like name, Social Security Number and customer ID number, among other sensitive data they hate to distribute over the phone. Is this good customer service?

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Topics: better customer service, Customer Experience, Customer Relations, Customers

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