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Connect First Blog Posts

Superior Service: Every Day, in Every Way

Posted by Yesica M. on Nov 30, 2016 10:00:19 PM

Keeping Your Customer in Mind
In the SaaS communications world, there are so many ways in which we can both satisfy and alienate our customers. Stellar customer service can cover many wrongs — or serve as icing on your platform's award-winning cake. It can also serve as a tool to connect more closely with your clients, and let them know that you're aware of and sensitive to their everyday needs.

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Topics: Call Center Customer Service, SaaS, Customers

Choosing New Call Center Software That Works for You

Posted by Rob S. on Nov 15, 2016 10:00:34 PM

If you’re going to buy a new car, you might be prone to buying the shiniest car with the best features — leather seats, rear-end cameras, TVs on the back of the seats, etc.

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Topics: disaster recovery, SaaS, System Reliability, Technology

Benefits Come With Switching Call Center Software

Posted by Rob S. on Mar 29, 2016 3:42:10 PM

When you think of switching call center software, you probably think, "Oh no.  Here we go again."  No matter the fact that you are spending more than you hoped, have terrible call performance and are frustrated with the support, it can seem daunting to move forward.

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Topics: Call Center Software, SaaS, Connect First Technologies

Overselling, Typical SAAS Sales

Posted by Rob S. on Jan 5, 2016 8:16:48 AM

Overselling, or How the Typical SAAS Sales Approach Leaves Customers Dazed and Confused


During the Discovery and Evaluation stages of the sales process, there are three very important questions most SAAS Sales Representatives and Sales Engineers will ask:

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Topics: SaaS, Sales Process, Technology

Beware of Free Web-based Customer Service Tools

Posted by Rob S. on Sep 17, 2015 2:55:46 PM

Your business is on a tight budget, which means it’s looking to cut corners any way it can to save money. This means that, instead of investing in premium customer relationship management (CRM) software, you are considering using free web-based customer service tools that you find online.

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Topics: Customer Experience, SaaS, Technology, Free web-based software

Fragmented Patient Experience

Posted by Rob S. on Sep 8, 2015 3:19:55 PM

Is Your Healthcare Company Suffering From a Fragmented Patient Experience?

Chances are likely you’ve read about the importance of providing a strong “customer experience” in business. For the healthcare industry, this translates into “patient experience.” And improving patient satisfaction has become a new strategic opportunity for businesses in healthcare, as explained in a recent report from Deloitte (PDF).

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Topics: SaaS, 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

Benefits of Contact Center Cloud Routing

Posted by Linda D. on Mar 8, 2014 9:40:22 AM

An increasing number of contact centers are utilizing, and/or becoming part of a versatile hosted (cloud based) solution known as contact center Cloud Routing. Campaigns or call volume may dictate that Centers with multiple locations, or several independent centers be made available as a cohesive pool to handle thousands of calls on a permanent basis, or due to media schedule, or even seasonal demand.

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Topics: cloud contact center, Cloud Platform, SaaS, Technology, Cloud Routing, Connect First Technologies, Software as a Service

"The Cloud" and Software as a Service (SaaS)

Posted by Richard M. on Nov 11, 2012 2:41:12 PM

In this and a few subsequent entries, I'm going to talk about "The Cloud", where it's been and where it's going. I sometimes think "The Cloud" seems to settle on the ground, and people become lost in "The Fog".

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Topics: cloud contact center, Predictive Dialer, SaaS, Technology, Virtual ACD, Connect First Technologies, Software as a Service

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