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Connect First Blog Posts

10 Tips for Creating Effective IVRs

Posted by Linda D. on Apr 24, 2017 9:00:00 AM

If you’ve spent your life a long way from civilization — without phone service — you might not have come across an IVR. If you're like most people in the world, though, you’ve probably already carried on many conversations with different IVR systems.

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Topics: Contact Center IVR, Contact Center IVR Setup, IVR

A Great Customer Experience Needs Human Interaction

Posted by Linda D. on Nov 2, 2016 2:43:29 PM

So much is automated — our ATMs, our parking vouchers, even our customer service. And with the rapid advancement of technology, the automation will only increase. It may seem (since our eyes are so often glued to our cell phone screens) that the need for human interaction is diminishing, but if you’ve ever called a company’s customer service line to resolve an issue, you know the contrary is true.

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Topics: Customer Experience, IVR, Customers

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

IVR System and Brand Image

Posted by Dow B. on Nov 3, 2015 9:54:23 AM

You’re trying to build a contact center that differentiates itself with its amazing customer experiences, and in doing so, you’re on the right track to success.

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Topics: Cloud Contact Center Solutions, IVR, Technology, Connect First Technologies

Attitude Is Not Everything in Providing a Great Customer Experience

Posted by Geoff M. on Sep 10, 2015 3:11:55 PM

For hungry folks entering a restaurant, it’s a misery to encounter an obviously friendly, customer-centric waitstaff that is visibly suffering from heavy order volumes and poor collaboration with the kitchen.

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Topics: ACD, Customer Relations, IVR, Technology, Connect First Technologies

Prevent Calls From Bottlenecking

Posted by Linda D. on Aug 18, 2015 4:18:44 PM

How to Prevent Calls From Bottlenecking in Your Contact Center

It’s 4 p.m. and one of your customers has an urgent matter that he or she needs to clarify with an agent over the phone. Unfortunately, this is one of the busiest call times at your contact center.

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Topics: Cloud Contact Center Technology, IVR, Technology, Connect First Technologies

Don’t Let the Robot Revolution Consume Your Contact Center

Posted by Rob S. on Jul 28, 2015 8:28:20 AM

Right now you’re under pressure to reduce call wait times in your contact center to decrease hang-up rates. And as a result of this pressure, all options for expediting customer interactions are on the table.

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Topics: IVR, IVR Studio, Technology, Connect First Technologies, Drag and Drop

A Word From Your Contact Center Phone System

Posted by Richard M. on May 19, 2015 12:47:47 PM

This is your contact center phone system talking. Remember me? I was around during the early days of customer service, back when voice-based communication was one of the only ways of handling inbound and outbound customer service requests.

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Topics: Call Center Agents, Customer Experience, IVR, Customers

Invest in IVR and Watch the Savings Pile Up

Posted by Geoff M. on May 5, 2015 1:18:01 PM

Your understaffed and overworked contact center is like a sinking ship, with heavy waves of customers flooding your phone lines. As a result of your tsunami-like call volume, your agents must work extra hard to keep up with demand. In effect, this is driving up contact center costs, as agents must spend more time handling inbound calls and less time focusing on profit-driving initiatives.

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Topics: Cloud Contact Center Technology, IVR, Technology, Connect First Technologies

It's Time for Contact Center Spring Cleaning

Posted by Richard M. on Apr 6, 2015 11:18:00 AM

Is your enterprise just waking up after a long winter's nap? It may be time for some contact center spring cleaning. Now that we have finally turned the corner into spring it's time to break out the scrub brushes and brooms and implement some fresh changes in your customer contact center.

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Topics: Contact Center Reporting, IVR, Reporting

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