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Connect First Blog Posts

Customer Experience Be Damned: You Care About Your Bottom Line

Posted by Dow B. on Mar 14, 2016 1:44:28 PM

Enough already about the importance of creating a strong "customer experience." If you read one more "can't miss" customer service statistic, you're going to lose it.

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Topics: Big Data, Customer Experience, Customer Satisfaction, Reporting, Customers

A Message From Your Future Connect First Customer Success Manager

Posted by Rob S. on Feb 11, 2016 1:27:22 PM

Allow me to introduce myself. I’m a Customer Success Manager (CSM) at Connect First. You can consider me your primary point of contact who will be in charge of overseeing all aspects of your account. Once your onboarding process is complete, I’ll be like a direct member of your staff—ready to assist you every step of the way.

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Topics: Connect First, Customer Satisfaction, Company Culture

Customer Service Is the Most Important Department

Posted by Dow B. on Aug 27, 2015 4:01:19 PM

As we discussed in a recent blog post, not all organizations prioritize customer service equally. While some companies (like Amazon, Zappo’s and Apple) do a great job of pleasing their customers (and, in turn, receive high customer service ratings), many companies simply fail to strive for excellent customer service.

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Topics: Customer Experience, Customer Satisfaction, Customers

Listen to Your Customers When They Speak!

Posted by Rob S. on May 26, 2015 9:15:46 AM

It Could Wind Up Saving Your Company

Think about the ordinary customer that dials into your contact center with a complaint. How much of a voice does this customer have? Unfortunately, in many organizations, it’s not a very loud one.

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Topics: Call Center Customer Service, Customer Experience, Customer Satisfaction, Customers

Your Agents Should Never Say ‘No’ to Three Customer Requests

Posted by Rob S. on Mar 24, 2015 3:22:59 PM

Let’s face it: Customer service agents aren’t genies; they don’t have the power to make every customer wish come true. There are some basic customer requests, however, that should never be denied, as doing so can reflect terribly on your company.

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Topics: Customer Experience, Customer Satisfaction, Customer Requests, Customers

The NPS Score: A Great Way to Measure Customer Satisfaction

Posted by Rob S. on Jan 29, 2015 12:00:24 AM

Customers can ultimately be boiled down to two categories: They are either satisfied or dissatisfied.

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Topics: Customer Experience, Customer Satisfaction, Customers, Net Promoter Score

The Critical Need for Engaged Agents

Posted by Greg L. on Feb 24, 2014 1:50:27 PM

Part 2

Employee engagement is emerging as a top priority for contact center leaders. A company's contact center agents have by far the most interaction with the company's customers, thus contact center agents have a huge impact on the customer experience and, hence, on organizational revenue.

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Topics: Agent Training, Call Center Agents, Customer Experience, Customer Satisfaction, Employee Engagement, Guest Blog

Striving for Gold in Customer Service

Posted by Donna F. on Feb 19, 2014 9:06:50 AM

In the spirit of the Olympics, I'd like to challenge companies to raise their standard of excellence and strive to improve the quality of service that they deliver to their customers and prospects. To do so, managers need an effective set of key performance indicators (KPIs) that track meaningful and informative data. Most companies have standard metrics that they use to determine how well they are doing in delivering outstanding service. Unfortunately, companies are using KPIs that they have tracked for as many as 30 years. Here are some of the outdated KPIs that organizations should no longer use to track customer satisfaction:

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Topics: Contact Center KPIs, Customer Experience, Customer Satisfaction, Guest Blog, Speech Analytics

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