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CONNECT FIRST BLOG

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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

Wave the White Flag for Better Customer Service

Posted by Rob S. on Aug 13, 2015 4:25:49 PM

Imagine a customer goes to a theme park and buys a fast pass to avoid lines. The fast pass, however, doesn’t work. As a result, the customer is forced to spend an extra hour in line to get a new one (totally defeating the purpose of buying a fast pass in the first place).

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Topics: better customer service, Customer Complaints, 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

A Deeper Dive Into the NPS Score

Posted by Rob S. on Feb 26, 2015 2:51:18 PM

A few weeks ago, we ran a post on how a Net Promoter Score (NPS) can help your business gain a better understanding of its overall customer satisfaction levels. As we discussed in the article, an NPS measures repeat customer loyalty by surveying customers and placing them into one of three categories depending on how they rate satisfaction with your company on a scale of 1 (low) to 10 (high): business detractors (0-4), passives (5-8)and promoters (9-10). A detractor will negatively impact your business; a protractor will create repeat business and speak highly of your company to others; and a passive has a neutral effect.

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Topics: Customers, Customers-How To, Net Promoter Score, NPS

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