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The Importance of Contact Center KPIs, Part 3: For Managers

Are you frustrated with a lack of overall quality reporting in your contact center? If so, you’re not alone; as evidenced in a January 2015 survey conducted by DMG Consulting, 36.3 percent of the 311 enterprise executives and managers surveyed identified the need for enhanced reporting in their facilities. In Part 1 and Part 2 […]

How Deep is Your Customer Service Bullpen?

Baseball is back, and that means managers across the country are taking a hard look at their squads and asking the same question: How deep is my bullpen? Is it strong enough to carry my team deep into October? A cloud-based communications platform is a lot like a bullpen in the sense that it helps […]

The Customer Journey Really Matters

I’ve been actively involved in service organizations for over 30 years. I’ve seen concepts, terms and buzzwords come and go and then return for a second showing. For example, we all know that service quality is an essential element of the overall customer experience, and critical to what our customers (and prospects) think of our […]

Gear Up for HIPAA Phase II in Your Contact Center Reporting

The U.S. Department of Health and Human Services Office for Civil Rights is about to release several key updates to the Health Insurance Portability and Accountability Act (HIPAA) of 1996. The second round of audits, referred to as HIPAA Phase II, was originally set to take place last summer. However, due to technical difficulties surrounding […]

It’s Time for Contact Center Spring Cleaning

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. Here are three key […]
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