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Connect First Blog Posts

A Customer Service Approach That Keeps Winning

Posted by Rob S. on Feb 9, 2016 1:31:31 PM

It’s no secret that the telecommunications industry has a bad rap when it comes to customer service. We’ve never understood how an industry based on communication can largely leave service and support on the back burner.

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Topics: Customer Experience, Customer Service, User-friendly, Customers

Use Big Data To Improve Customer Experience

Posted by Linda D. on Jan 21, 2016 7:42:34 AM

The way to better customer service

It’s no secret that big data is one of the most in-demand customer service trends right now.  Just about every enterprise is using it in some form or another to generate strong customer experiences.

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Topics: Big Data, Customer Service, Reporting, Video

Stability: The Name of the Game For Contact Centers

Posted by Dow B. on Dec 15, 2015 2:20:00 PM

Stability: The Name of the Game For Contact Centers

As a customer service administrator, one of your main jobs is to ensure that your contact center is 100 percent stable. After all, your department has an enormous responsibility in terms of collecting and managing your customer data. If something were to happen to your network—like an unplanned disaster or a prolonged network outage—your customer service strategy would be completely crippled.

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Topics: Connect First, Customer Service, Stability, Cloud Contact Center Vendor

Big Data and Communications Tech: a Powerful Combination

Posted by Rob S. on Dec 2, 2015 1:25:15 PM

Big data—or large pools of refined metrics gleaned from measuring consumer engagements— is very much like the gasoline of the modern contact center. Without an adequate supply of incoming consumer data, even the most state-of-the-art facility, armed with the latest customer service tools, will be unable to identify with the core needs of their target markets.

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Topics: Big Data, Customer Service, Reporting

Want to Build a Stable Contact Center?

Posted by Dow B. on Nov 19, 2015 2:13:04 PM

Choose a Customer-centric Vendor

Imagine what would have happened to Bruce Wayne if his billionaire parents hadn’t hired Alfred Pennyworth to be their family butler. Bruce may never have grown into Batman—and saved Gotham from a criminal blight—without Alfred’s constant doting and guidance. In fact, Bruce may not have even reached adulthood without this partnership.

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Topics: Customer Service, Customer Support, Video

5 Customer Service Tips to Increase Your Bottom Line

Posted by Rob S. on May 13, 2015 9:08:52 AM

Providing great customer service is more important now than ever. An estimated 83 billion dollars is lost annually to U.S. businesses due to poor customer service, and on average more customers tell those in their network about bad experiences with a company than good ones. It is time for call centers to recognize customer service as a means of financial gain. So how exactly do you start to provide insanely good customer service in your call center?

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Topics: Call Center Customer Service, Customer Service, Customers, Customers-How To

Technology Will Not Improve Your Customer Service

Posted by Richard M. on Mar 25, 2015 3:15:21 PM

That is a difficult statement to make, especially from someone who has been selling technology for more than 20 years. When I began my career, one of my mentors would often remark that automation will improve an already well run company or it will quickly uncover flaws in one with broken processes.

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Topics: Customer Complaints, Customer Experience, Customer Service, Customers

Calming the Upset Mind of the Customer

Posted by Rob S. on Sep 11, 2014 1:00:11 AM

The Contact Center Customer Experience

Working in a call center is tough. In what other vocation are most of the people you interact with already upset before you interact with them? I may have a different perspective than most. I have never worked in a call center. I have called many a call center and I have shared an office with agents taking calls. Listening in on calls and witnessing the responses has been enlightening and has even changed the way I think about calling that contact center customer service line.

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Topics: Agent Training, Contact Center Support, Customer Experience, Customer Service, Customer Support, Customers

Connect First Cloud-Based Contact Center Technology

Posted by Richard M. on Jun 11, 2014 2:43:56 AM

Built for Our Customers

It is literally true that the Connect First platform was – and still is – built specifically for our customers.

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Topics: cloud contact center, Connect First Platform, Customer Service, Infrastructure, Technology, Connect First Technologies, Inbound and Outbound

Searching for the Holy Grail of Customer Service?

Posted by Linda D. on Jun 9, 2014 2:22:36 AM

You don’t need to scour the earth to find the holy grail of customer service. It’s not hiding in some forgotten temple or buried in a chest underground. The reveal is actually incredibly simple: You need to focus on speed and efficiency in your contact center.

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Topics: Automatic Call Distribution Software, Customer Experience, Customer Service, Connect First Technologies, Customers, Inbound and Outbound Calling

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