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Connect First Blog Posts

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

We're Not Impressed With Your Legacy Network

Posted by Rob S. on Mar 1, 2016 12:58:44 PM

We’re calling you out:

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Topics: Infrastructure, Stable Technology, Technology, PCI Compliance

Contact Center Technology

Posted by Dow B. on Dec 1, 2015 1:30:38 PM

Five Questions To Ask Before Investing In New Contact Center Technology

You’re heading into 2016 with a fresh budget and a long list of new customer service technologies you want to explore. From cutting-edge virtual agents to workforce automation technologies, there is no shortage of enticing solutions on the market vying for a place in your contact center.

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Topics: ACD, Cloud-Based Contact Center Technology, CRM, Infrastructure, IVR, Technology, Connect First Technologies

Cloud-Based Contact Center Infrastructure

Posted by Donna F. on Nov 25, 2015 1:35:50 PM

Market is Hotter Than Ever

2015 has been an excellent year for the cloud-based contact center infrastructure market. The total number of seats increased by 49.9%, from 1,302,788 in August 2014 to 1,953,249 in the same period in 2015. The size of deals is growing in many verticals, as is worldwide adoption of inbound, outbound, and blended cloud-based contact center infrastructure solutions.

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Topics: Contact Center Infrastructure, Guest Blog, Infrastructure, System Reliability, Technology

Shopping for a Cloud Contact Center?

Posted by Dow B. on Sep 29, 2015 8:32:13 AM

Be Wary About Going ‘All In’

Recently, a lot of customers have been inquiring about all-inclusive cloud contact center pricing models, which provide a variety of services at flat rates typically advertised as a “low monthly subscription.”

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Topics: Cloud Contact Center Technology, Infrastructure, Technology

When is it Right to Add a Contact Center to Your Business?

Posted by Dow B. on Sep 24, 2015 8:41:35 AM

Your phone is ringing off the hook, what now?

You are heading up an exciting startup company that has the potential to be a major industry disruptor. Right now, your company has yet to go live. But when it does, word is going to spread. And it’s going to spread fast.

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Topics: Analytics, Cloud-Based Contact Center, Infrastructure, Technology

Hybrid Cloud-based Solution

Posted by Rob S. on Sep 22, 2015 2:43:48 PM

Lighter, Faster Hybrid Cloud-based Contact Center

Your legacy contact center infrastructure is like an old station wagon. It’s carried your department for hundreds of thousands of miles. It’s been dependable and durable.

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Topics: Faster Contact Center, Infrastructure, Technology

5 Reasons Call Centers are Moving to the Cloud

Posted by Fred S. on May 6, 2015 9:31:32 AM

Call centers worldwide are moving to SaaS (hosted) call center platforms at a rapid pace. Why are so many companies moving away from owning and managing equipment onsite and moving to 'The Cloud'? Below are the top five reasons.

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Topics: Infrastructure, SaaS, Technology, Cloud Routing

Acronyms Galore: What Ever Happened to ROI?

Posted by Linda D. on Feb 3, 2015 12:00:58 AM

Is your low ASA rating and poor KPI causing you to rethink your B2C outreach strategy and invest in a CEM, CLI or ANI solution? Furthermore, is your head hurting from reading the prior sentence—nevermind the amount of acronyms that you constantly have to sort through in the contact center industry?

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Topics: Cloud Contact Center ROI, Infrastructure, pain-free customer service, Technology

Three Contact Center Resolutions for 2015

Posted by Linda D. on Jan 2, 2015 12:00:08 AM

Listen up: Your contact center called and it caught New Year’s resolution fever. For the past few weeks, it’s been hearing all of your employees talk about ways that they can improve themselves in 2015. Now, it wants to get in on the action.

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Topics: Infrastructure, Cloud-based customer service platform, PCI DSS Compliance, PCI DSS HIPAA, Security/Compliance

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