Richard Marcia
Rich is Marketing Director for Coordinated Systems, Inc. (CSI), in East Hartford, CT. Enjoys writing, technology, sports, music, good reading and being a parent of his 7 year old son. He lives and breathes his customers' call center experiences every day and uses his knowledge as resource and inspiration for his blog.
There is tremendous buzz surrounding Facebook Messenger and the emerging application for its' use in the Contact Center. Facebook Messenger was a major (sole?)...
There isn't much room for customer service mistakes these days. After all, every business has a CRM system, a quality monitoring solution, hundreds of years...
Desktop analytics and screen capture are huge topics in the call center space these days. For a starting point, centers can begin by looking for...
Came across a great read from CallCentreHelper.com on tips for customer retention. There are many forces at hand trying to weaken your customer retention rates:…
Speech analytics used to be a big, intimidating, expensive undertaking, offered only by the call recording industry giants. Now we've seen 8 or more other...
For over twenty five years, Baudville has been an integral part of recognition programs and practices in organizations across the country. Baudville provides recognition products...
Believe it or not, the holiday shopping season is less than one month away (Black Friday), or in some retail outlets, it is already...
It's a given that Speech Analytics has good buzz, but let's step back a second before we assume everyone understands what Speech can do...
There are multiple ways supervisors can assist agents in doing a great job. They can provide training, side-by-side coaching, one-on-one simulations, and more. One of…
Recently I visited Casual Male XL in Canton, MA and toured their corporate headquarters. I was really impressed by the catalog showroom, located next...
This post doesn't relate to my company or the call recording space at all, but I wanted to share some interesting feedback I'd received...
"App Stores" and the "App Market" are familiar phrases in today's tech world, gaining popularity with the emergence of the Apple iPod, iPad and...
We at CSI are coming off another solid quarter of new business. The success of our sales teams directly fuels the workloads of our...
Mr. Robert Hutcheon, CEO of Coordinated Systems, Inc., was recently interviewed and the story was picked up by the Hartford Business Journal, TMCnet, and...
Sacred Heart Health Systems (SHHS) Extends Quality Process to Call Center Using Call Recording & Quality Monitoring, creating their latest center of excellence ...
An interview with Rich Marcia, marketing director for Coordinated Systems, Inc. Q. How do you use social networks as part of your corporate communications and...
When customers purchase our call recording and quality monitoring solution, one of the most important considerations is whether or not to select on-site training...
I was speaking to one of our customers this morning. The customer was very happy with basic, simple call recording and was a little unsure...