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Connect First Blog Posts

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

Customer Retention In Your Contact Center

Posted by Linda D. on Apr 20, 2016 2:09:33 PM

The Value of Customer Retention In Your Contact Center Software Relationship

We don't get dumped.

Too many cloud customers struggle in dysfunctional relationships, having received the call center software they contracted for, but missing that crucial element of support when something goes wrong. If you're not feeling the love from your contact center software partner, it may be time to cut the cord.

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Topics: Customer Experience, Customer Relations, Customer Retention, Uptime, Customers, Customers-How To

Slow Down for Better Customer Service

Posted by Dow B. on Dec 8, 2015 1:07:08 PM

What’s the Rush? Slow Down for Better Customer Service

In today’s hyper-competitive, metric-driven contact center environment, where performance statistics are always at your fingertips thanks to the cloud, it’s very easy to confuse customer service with rote factory work. In other words, is your focus on increasing call quotas and quickening the work tempo?

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Topics: Agent Training, better customer service, Customers, Customers-How To

Five Service Practices You Could be Doing Better

Posted by Dow B. on Oct 22, 2015 1:38:32 PM

Contact Center Customer Service Practices

As you look to improve operational efficiency in your customer contact center, it's important to remember that even the best agents require the necessary tools to properly reach customers. Are you supplying those tools for them? Even if your business is at the top of its game, it's important to take a step back and make sure you have all of the pieces necessary for providing the best service possible.

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Topics: Advanced call center metrics, Customer Service Practices, Customers, Customers-How To

The Ultimate Customer Service Week Checklist

Posted by Linda D. on Oct 6, 2015 8:03:07 AM

In case you aren’t aware, this is a pretty special week in the customer service industry: national Customer Service Week.

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

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

The Missing Ingredient: Autonomy in Your Contact Center

Posted by Linda D. on Jul 21, 2015 8:46:12 AM

Right now this is how your data center operates: You hire agents, who answer to managers, who answer to supervisors, who answer to the C-suite. It’s a top-down system, which is held back by a thick wall of middle-management. Because of this wall of middle management, innovation has come to a standstill in your department.

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Topics: Customer Relations, Autonomy, Customers, Customers-How To

Avoid the Dark Side of the Customer Service ‘Force’

Posted by Richard M. on Jun 23, 2015 1:29:37 PM

Think deeply, young padawan, about all of the painful customer service experiences you have encountered in your lifetime dealing with inefficient contact centers. Your patience has been tested while waiting endlessly on hold. Your fortitude has been strengthened while wandering through complex interactive voice response systems. And your bravery has been forged while arguing with Ferengi agents about account statements and overdue notices.

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Topics: ACD, Agent Training, HIPAA, 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

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