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The Connect First blog covers the latest on innovative contact center software, industry trends, contact center optimization tips, product updates, and more.

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Monitor and coach an agent’s every interaction from a single screen

Ben W. - October 30, 2018

Introducing chat monitoring & more If you’re using live chat as a way for customers to reach you, you’re doing something right. Today’s empowered, tech-savvy customers want instant satisfact...
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Monitor and coach an agent’s every interaction from a single screen

Ben W. - October 30, 2018

Introducing chat monitoring & more If you’re using live chat as a way for customers to reach you, yo...
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4 Tips to Improve Agent Coaching

Linda D. - May 1, 2018

Call center supervisors juggle a multitude of responsibilities including expert service provider, co...
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A Rough Guide for Call Center Workers Who Can Work Remotely - 2

Guillermo A. - December 21, 2017

Part 2 A primer for call center agents who can work remotely, call center supervisors with remote ag...
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A Rough Guide for Call Center Workers Who Can Work Remotely

Guillermo A. - December 20, 2017

Part 1 Whether you are a call center agent who can work remotely, or a call center supervisor with r...
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Professional Development for Call Centers

Rob S. - May 12, 2017

In-house training and external educational opportunities. Research reveals that call centers experie...
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Protect Your Contact Center from Legal Issues

Mathias O., CIO - May 10, 2017

Here are 5 ideas: The contact center industry is rife with challenges. On any given day you might ex...
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14 Misconceptions About Customer Service

Linda D. - May 8, 2017

Last year was not a good one for Comcast. According to one study, 15% of Comcast’s Philadelphia cust...
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Optimize Management in Your Call Center

Rob S. - May 5, 2017

Forbes magazine states that over 70 percent of companies have made customer experience improvement t...
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5 Tips for Remote Workers

Cosima S. - April 28, 2017

5 Tips for Remote Workers: Staying Engaged and Motivated With the advent of the internet, more and m...
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How To Empower Call Center Agents

Rob S. - April 25, 2017

Psychology Today says that motivation is literally the desire to do things. It's the difference betw...
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