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CONNECT FIRST BLOG

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Connect First Blog Posts

Hit the Reset Button in Your Contact Center

Posted by Richard M. on Aug 11, 2015 7:59:49 AM

Your customer service department has fallen on hard times. If your contact center were a team in the National League Western Division, it would be in fifth place. Even our beloved last-place Colorado Rockies would have to make room for it!

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Topics: Contact Center Customer Service, Customer Experience, HIPAA, Customers, PCI DSS

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

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