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CONNECT FIRST BLOG

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Connect First Blog Posts

How Long Hold Times Affect Your Customers' Experience

Posted by Rob S. on Mar 8, 2017 9:00:00 AM

There's one key thing many people have come to expect when dealing with call center customer service: long hold times — especially around peak times of day. Call center managers have the difficult task of maintaining a delicate balance: you don't want to have too many people on staff because you'll end up paying them to simply sit there during low-volume hours; but at the same time, you don't want customers stuck with long hold times during high-volume hours. Learning how long hold times affect the customer experience can help you make better decisions for your team.

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Topics: Approach to Customer Service, better customer service, Call Center Customer Service, Contact Center Customer Experience, Contact Center Customer Service, Customer Experience, Providing a Great Customer Experience, Providing Great Customer Service, Customer support Phone Experience

Update Your IVR to Create a Better Phone Experience

Posted by Rob S. on Jul 1, 2014 1:00:01 AM

Don’t Tread on Your Customers’ Time

This July 4th, stop and ask yourself the following: Does your company’s slow and inefficient interactive voice response (IVR) system make your customers feel oppressed—like our early American ancestors felt under British rule? Are your customers ready to throw your products into Boston Harbor to get better service? Are you ready to downshift your customers phone experience?

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Topics: Customer Experience, Interactive Voice Response Software, Technology, Connect First Technologies, Customer support Phone Experience

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