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Connect First Blog Posts

Superior Service: Every Day, in Every Way

Posted by Yesica M. on Nov 30, 2016 10:00:19 PM

Keeping Your Customer in Mind
In the SaaS communications world, there are so many ways in which we can both satisfy and alienate our customers. Stellar customer service can cover many wrongs — or serve as icing on your platform's award-winning cake. It can also serve as a tool to connect more closely with your clients, and let them know that you're aware of and sensitive to their everyday needs.

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Topics: Call Center Customer Service, SaaS, Customers

Incorporating New Technology Into Your Business

Posted by Linda D. on Nov 22, 2016 10:00:20 PM

Companies often associate the newest and latest technology with the highest rate of success. This isn’t necessarily wrong; in fact, it’s often correct when it comes to devices like cell phones or computers. However, the latest and greatest isn't necessarily the best option when it comes to contact center software.

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Topics: Customer Experience, Omni-channel, ROI, Customers, featured

A Great Customer Experience Needs Human Interaction

Posted by Linda D. on Nov 2, 2016 2:43:29 PM

So much is automated — our ATMs, our parking vouchers, even our customer service. And with the rapid advancement of technology, the automation will only increase. It may seem (since our eyes are so often glued to our cell phone screens) that the need for human interaction is diminishing, but if you’ve ever called a company’s customer service line to resolve an issue, you know the contrary is true.

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Topics: Customer Experience, IVR, Customers

Driving Customer Support or Providing it

Posted by Linda D. on Jul 18, 2016 11:00:08 PM

Is it possible you're paying for someone else's problems?

There's a conspiracy theory making its way around, regarding anti-virus software companies simultaneously developing the viruses they're fixing. I think about this too often and how the same thing happens underneath my nose in different instances.

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Topics: Call Center Software, Customer Support, Customers

5 Tools for Amazing Customer Support

Posted by Dow B. on Jun 23, 2016 1:50:04 PM

Last decade was marked by businesses reorienting themselves as increasingly customer-centric. There's no longer one cable company, one main shopping mall or one vendor of any specific product. Newcomers and established corporations get a foot in the door by promotions, viral marketing, but most and foremost – customer care. If you don't want to be labeled as merely 'satisfactory', but as a company that goes above and beyond, here's how you do it.

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Topics: Customer Support, Infrastructure, Personalization, Customers

3 Core Customer Support Needs

Posted by Rob S. on Jun 22, 2016 8:28:45 AM

Customer Experience Needs To Be Your Priority

It is reported, that in less than 5 years customer experience will become the main differentiator for the customer. That means, that even best price in the market will not persuade customers to engage with your business if you provide poor customer service. And the cornerstone of CX has always been customer support.

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Topics: ACD, Customer Experience, Customer Support, Training, Customers

What Makes Our 97% Retention Rate?

Posted by Linda D. on Jun 7, 2016 9:05:25 AM

Some companies spend their money to bring customers in the door. We invest in keeping our customers satisfied with our level of service and competitive offerings.

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Topics: Contact Center Customer Service, Customer Support, Retention Rate, Customers

How much should you tolerate with your call center software?

Posted by Dow B. on Jun 2, 2016 9:12:14 AM

People tend to hang on to the sure thing, but when this tendency carries over to business, you can have serious consequences. Implemented call center software is viewed as the safe bet because the work that went into setting them up and the perceived cost in switching. Managers don't want to take risks in switching to another platform with the same promises in hopes of a different result.

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Topics: Cloud-Based Contact Center Technology, Contact Center Infrastructure, Customer Experience, Customers

Study shows you can trust at home call center employees

Posted by Len L. on May 19, 2016 8:37:49 AM

Employees view working from home as a positive privilege

Recent data presented by the Flex+Strategy Group suggests that one-third of U.S. employees telecommute on a regular basis. And, according to a study conducted by the Ethisphere Institute and Jones Lang LaSalle a few years ago, it appears that there are some significant ways that companies can benefit from giving their workers this option.

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Topics: Guest Blog, Home Agents, Telecommute, Work at Home, Customers, Customers-How To

Advice for outsourcing your call center services

Posted by Len L. on Apr 28, 2016 9:09:10 AM

We recently wrote an article about how more companies are outsourcing business functions. Additionally, a Forbes study found that companies outsource more services as they become more competitive. Now, we want to share our knowledge about the increasingly popular onshore model.

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Topics: At-Home Agents, Guest Blog, Outsourcing, Customers, Customers-How To, Home shoring

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