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Top Three Contact Center Resolutions for 2015

by Darren Prine, Regional VP of Sales, Connect First - January 15, 2015

Top Three Contact Center Resolutions for 2015

By Darren Prine

Listen up: Your contact center called and it caught New Year’s resolution fever. For the past few weeks, it’s been hearing all of your employees talk about ways that they can improve themselves in 2015. Now, it wants to get in on the action.

Why should you listen? As the most customer-facing part of your organization, your contact center is a critical part of your company’s profitability and customer retention and acquisition. So it would behoove you to look for ways that you can make it even better heading into 2015.

Here are some suggestions:

Shed some weight: Your legacy network equipment is costly and outdated. Instead of having to undergo another year of expensive repairs and unplanned downtime, abandon your infrastructure and outsource to a leaner, meaner cloud-based customer service platform.

Add some new customer service tools: All of the other contact centers in your industry are being outfitted with cutting-edge, cloud-based customer service solutions. These solutions include data collection and distribution tools, cloud routing and interactive voice response software. Don’t fall behind; give your agents access to the tools they need to connect with customers over multiple channels.

Get secure: Don’t expose your contact center to a data breach in 2015. According to credit firm Experian, there will be even more data breaches in 2015 than there were in 2014. So make it a point to protect your customer information and stay in compliance with PCI DSS requirements. Look for a cloud-based contact center solution that takes security seriously by providing constant software patches and security updates. Don’t let 2015 be the year that your business falls victim to a cybersecurity incident.


Darren Prine, Regional VP of Sales at Connect First

Darren Prine has been selling cloud-based contact center solutions for 6 years and has been with Connect First since 2010. He is passionate about cloud-based solutions and about providing the ultimate customer experience. Darren is a big believer in the win-win philosophy. He strives to develop long term relationships by providing the best possible solution for each client and only on boards a new client if he is completely convinced that we are the best fit for that client.

Darren lives in Murrieta, California. When he’s not enjoying the California sunshine, his hobbies include weight lifting, skiing, swimming, winery tours, motorcycle riding, reading and watching superhero movies.

www.connectfirst.com - info@connectfirst.com - (888) 965-1588

 
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