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Forrester Report:

Posted by Fred S. on Nov 18, 2014 12:00:59 AM

Is Customer Service a Painful Experience in Your Contact Center?

Earlier this year, Forrester named the delivery of pain-free customer service as one of the top trends to be expected amongst enterprises in 2014. As such, an increasing number of organizations are now taking active measures to transform their contact centers so that best-of-class customer service becomes the staple. So how do you go about creating a pain-free customer experience in your contact center?

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Topics: Call Center Customer Service, cloud contact center, Interactive Voice Response Software, pain-free customer service, Technology, Connect First Technologies

Is There Any Room for Fun in a Call Center?

Posted by Rob S. on Nov 11, 2014 12:00:59 AM

What would you do if one of your employees started answering calls in a voice that sounded robotic? This was the case recently at the New York City Health Department when it discovered that one of its contact center agents was answering phone calls in a slow and overly enunciated manner.

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Topics: Agent Training, Connect First IVR Studio, Interactive Voice Response Software, cloud-based contact center tools, Connect First Technologies, Customers

Meet the New Connect First IVR Studio

Posted by Linda D. on Sep 10, 2014 1:47:45 AM

First impressions are really important in customer service. So you want to be certain that when a customer dials into your contact center, the interactive voice response (IVR) software that you use to greet them is fast, efficient and easy to navigate. The quality of your IVR system will go a long way in determining how the customer perceives your company.

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Topics: cloud contact center, Connect First IVR Studio, Interactive Voice Response Software, Technology, Connect First Technologies

Update Your IVR to Create a Better Phone Experience

Posted by Rob S. on Jul 1, 2014 1:00:01 AM

Don’t Tread on Your Customers’ Time

This July 4th, stop and ask yourself the following: Does your company’s slow and inefficient interactive voice response (IVR) system make your customers feel oppressed—like our early American ancestors felt under British rule? Are your customers ready to throw your products into Boston Harbor to get better service? Are you ready to downshift your customers phone experience?

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Topics: Customer Experience, Interactive Voice Response Software, Technology, Connect First Technologies, Customer support Phone Experience

Use Analytics to Shake Up Your IVR System

Posted by Linda D. on Jun 26, 2014 2:33:53 AM

Think about a restaurant where the owners rarely update the menu or even listen to customer requests or complaints. Here, the business may continue but nothing improves or draws a crowd. The restaurant becomes mediocre in all aspects of service.

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Topics: cloud contact center, Contact Center’s IVR System, Customer Experience, Interactive Voice Response Software, Technology, Connect First Technologies

Contact Center IVRs

Posted by Linda D. on Jun 17, 2014 2:23:31 AM

Love ’Em or Hate ’Em, You Gotta Have ’Em

Getting hung up in an interactive voice response (IVR) system is like sitting in rush hour traffic: It’s time-consuming and frustrating, but sometimes it’s the price you have to pay to get where you want to go. A traffic jam in your contact center’s caller queue is similarly time-consuming and frustrating, but just think how chaotic it would be without an automated assistant to direct callers to their destinations. Hang ups and churn rates would skyrocket.

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Topics: Contact Center IVR, Interactive Voice Response Software, Technology, Connect First Technologies

Drag and Drop Makes Contact Center IVR Setup Easier than Ever

Posted by Geoff M. on May 2, 2014 5:38:04 AM

Contact center managers have long used interactive voice response software (IVR) to greet customers when they dial into the enterprise. This automated solution prioritizes customer calls, reduces wait times and allows customers to make choices without having to speak to an agent.

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Topics: Contact Center IVR Setup, Customer Experience, Interactive Voice Response Software, Connect First Technologies, Customers

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