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CONNECT FIRST BLOG

Home to industry-leading contact center insights, must-have lifestyle and management tips, Connect First product announcements, industry news, and frequent postings from the unique perspectives of our amazing team members. Subscribe today to keep up!

Connect First Blog Posts

True Cloud Hosting: Built for the Cloud from the Ground

Posted by Richard M. on Mar 23, 2017 9:00:00 AM

Because of my business experience, people often ask, “What is the Cloud?” I claim that ‘Cloud’ is a marketing term that has supplanted and is interchangeable with 'Virtual,' 'Hosted,' and 'SaaS.' When a business claims to be a 'cloud service provider,' what they usually mean is that the hardware, software, and data storage for your business won’t be located on your premises.  

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Topics: Omnichannel, Trends & Insights, Culture

Incorporating New Technology Into Your Business

Posted by Linda D. on Nov 22, 2016 10:00:20 PM
 

Companies often associate the newest and latest technology with the highest rate of success. This isn’t necessarily wrong; in fact, it’s often correct when it comes to devices like cell phones or computers. However, the latest and greatest isn't necessarily the best option when it comes to contact center software.

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Topics: Customer Experience, Omnichannel

Truth of Multi-Channel Adoption

Posted by Linda D. on Jun 16, 2016 2:33:53 PM

Board the hype train

Have you noticed how a personal 3D printer looked imminent and felt like it was a must-have thing right around the corner? Trendy technologies are placed on the peak of inflated expectations in a recent report by tech analysts Gartner. With real productivity of these tech innovations arriving in 5 to 10 year period – one must question if early adoption will be met by a healthy return on investment.

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Topics: Omnichannel, Trends & Insights

Multi-Channel Adoption

Posted by Dow B. on Jun 15, 2016 8:35:06 AM

Are You Getting What You Paid For?

With many tech innovations, the benefits are not always immediate. Big data successfully moved from a super trendy idea to an effective product, but it did not happen overnight. With the cost of typical Hadoop clusters (the hardware to collect big data) in the millions of dollars, it is reasonable to seriously scrutinize and assess such an early adoption investment.

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Topics: Contact Center, Omnichannel

Speed Up Problem Resolution With IVR Software

Posted by Linda D. on Oct 27, 2015 1:26:11 PM

How much time does it take from initial dial-in to your contact center before a customer’s problem is resolved? If you cringe at the thought of answering this question, it’s time to reconsider your company’s customer service strategy. A study from Forrester shows that 71 percent of customers feel that valuing their time is the most critical thing a company can do to provide great customer service.

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Topics: Omnichannel, Product

Omni-Channel Servicing is a Requirement

Posted by Donna F. on Jun 11, 2015 8:22:45 AM

There is a growing effort to build effective omni-channel contact centers to deliver consistently outstanding customer journeys for today’s consumers, who are demanding service in their channel of choice. The systems and tools available to enterprises have improved dramatically in the last few years, greatly improving an organization’s ability to deliver outstanding service in a cost-effective manner. At the same time, these new capabilities are allowing organizations to capture and respect consumers’ personal and channel preferences.

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Topics: Omnichannel

Overhaul Your Contact Center’s Business Intelligence System

Posted by Geoff M. on Apr 28, 2015 1:41:15 PM

We’ve all been led astray—cruising the wrong way down one-way streets or driving in circles—by a poorly functioning GPS navigational system. It’s not a good feeling when the technology you invest in fails to fulfill its promise. It’s a bit like the feeling you get when your contact center's business intelligence system fails to work efficiently or provide accurate reports about your department’s operational performance.

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Topics: Contact Center, Omnichannel, Product

What’s All the Fuss About Omnichannel Customer Engagement?

Posted by Fred S. on Jan 20, 2015 12:00:00 AM

To understand the real meaning of omnichannel customer engagement, focus on the meaning of “omni,” which means to be in all places. Therein lies the true power of what has become the hottest buzzword in customer service, and one of the most important strategies that your contact center needs to embrace this year.

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Topics: Customer Experience, Omnichannel, Product

Around the Cloud in 80 Days

Posted by Geoff M. on Jul 8, 2014 1:36:47 AM

Contact Center Lessons from Jules Verne’s Masterpiece

According a recent DMG Study, Cloud-Based Contact Center infrastructure Report, there are an overwhelming 80 vendors in the cloud-based contact center industry all competing for your business. Which means you might feel a bit like Jules Verne’s famous protagonist Phileas Fogg in “Around the World in Eighty Days,”  trying to navigate your way though the contact center industry in a very short amount of time. With so many options, it can be difficult to choose the right provider.

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Topics: Contact Center, Omnichannel, Product

Effective Implementation of QA and Testing Practices

Posted by Richard M. on May 15, 2014 5:05:16 AM

QA and testing practices add an enormous amount of value to developers' work

Many people are unaware of what it takes to be a tester within an organization. Unfortunately, there are times when people think testing is unnecessary. However, just as authors have editors to review their work, it is beneficial for coders to have testers review their code. Using a different way of thinking and a new set of eyes on a product immensely aids in finding issues that can be fixed before a customer sees them. As well, a different viewpoint may help determine a more user friendly approach in the software. That said, there are some best practices that assist testers in providing the best results possible. The following list is by no means the end-all-be-all but can greatly help.

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Topics: Contact Center, Omnichannel, Trends & Insights