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Three Things You Can Do Instead of Playing Hold Music

Sitting through hold music while you wait for a customer service agent is usually a maddening process for a consumer. It’s time to accept that the practice of playing songs for your customers to ease their wait time, while a pleasant diversion, does not help alleviate their dissatisfaction with being kept on hold at all. […]

Don’t Let the Robot Revolution Consume Your Contact Center

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. Many of these solutions call for drastically reducing, or eliminating, voice interactions. One option, for instance, involves replacing contact center […]

Your IVR System Could Be Scaring Away Your Customers

Picture this: In the front of your building sits a horrible robot who, immediately upon greeting a customer proceeds to interrogate him or her with confusing questions. Behind this robot is a massive, confusing maze full of bottomless pits and dead ends which the robot must guide the customer to en route to your office. […]

The Missing Ingredient: Autonomy in Your Contact Center

Right now this is how your data center operates: You hire agents, who answer to managers, who answer to supervisors, who answer to the C-suite. It’s a top-down system, which is held back by a thick wall of middle-management. Because of this wall of middle management, innovation has come to a standstill in your department. […]

All Hands On Deck for Quality Customer Service

The next time you fly, pay attention to what happens near the cockpit as you board and exit the aircraft. In most cases, the pilot and co-pilot will be standing right next to the stewardesses, ready to greet you, shake your hand and thank you for flying with them. It’s a small gesture, but it’s […]

Confused About the TCPA? Read This

Stop and think about that classic scene in Seinfeld, when Jerry asks for a telemarkter’s home phone number. When the agent refuses, Jerry says “Oh, I guess you don’t want people calling you at home. Now you know how I feel.” And he hangs up. As Jerry so deftly points out, the vast majority of […]

Customer Service Lessons From Famous Americans

Ah, Independence Day: A glorious time to celebrate the important things in life like wiffleball, hamburgers and of course the fact that we’re not still paying taxes to the king of England. It’s also a great time to reflect on some of the famous individuals whose great ideas have helped shape our American identity. Here […]

Are You Enabling a Strong Customer Journey?

These days, you can’t even open your email or log onto the Web without running into something about the “customer journey.” It’s become one of the most popular phrases in customer service today. Just about every industry pundit is talking about the need to make customers feel like they are receiving first-class end-to-end support for […]

A Growing Need for Customer Service in the Financial Services Industry

Is there a strong need for customer service in the financial services industry where transactions are cut-and-dried? The answer is yes, a recent report from Accenture shows. “Customer expectations are shaping the future of banking in North America like never before,” the report reads. “Conditioned by service experiences with digital leaders in other industries, today’s […]

Avoid the Dark Side of the Customer Service ‘Force’

Think deeply, young padawan, about all of the painful customer service experiences you have encountered in your lifetime dealing with inefficient contact centers. Your patience has been tested while waiting endlessly on hold. Your fortitude has been strengthened while wandering through complex interactive voice response systems. And your bravery has been forged while arguing with Ferengi agents […]
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