Richard Marcia

Facebook Messenger as preferred customer service channel?

There is tremendous buzz surrounding Facebook Messenger and the emerging application for its' use in the Contact Center. Facebook Messenger was a major (sole?) focus of the ZenDesk article and there was a lot of coverage on Facebook's F8 conference yesterday and all they’re...

Customer service in the age of social sharing

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 of coaching and training knowledge, speech analytics tools, desktop monitoring and analytic tools, etc., all implemented with the common goal...

Everyone’s talking about Screen Time

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 desktop activity improvements using integrated screen capture. Most mature call recording companies offer a synchronized screen and audio recording which...

10 Ways to Boost Customer Retention

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: - Increasing competition- Economy- Emerging technologies- Changing customer expectations I've taken the liberty of rewriting their list of tips and…

Automating the call scoring process with speech analytics

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 call recording vendors release their version of speech analytics. Almost all of them have decided to invest in a technology…

Call Recording / Monitoring also beneficial to Marketing and Development Teams

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 and expertise to businesses, schools, hospitals and non-profit organizations. Kurt Carlson, Director of Sales for Baudville, recognized Virtual Observer as…

Call Quality Monitoring Is More Important Than Ever With Holidays Approaching

Believe it or not, the holiday shopping season is less than one month away (Black Friday), or in some retail outlets, it is already here!. Reports say that consumer spending in 2010 might be down this season. Other online reports show increased spending for Christmas.…

8 ways Speech Analytics can help your organization ramp up call center quality

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 for you. Different people interpret Speech technologies in different ways. Speech is being used in more and more diverse applications every...

Enhancing Agent Assistance in the Call Center

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 the more effective methods we have seen is available in our very own Virtual Observer call quality optimization solution -…

Nothing Casual About This Massachussets Company’s Growth

Recently I visited Casual Male XL in Canton, MA and toured their corporate headquarters. I was really impressed by the catalog showroom, located next to their call center hub. Casual Male XL is transitioning its’ call center agents to become "wardrobe assistants", where they have...

Future Contact Centers Are in the Hands of our Children

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 relative to depicting the call center of the future, and -- in imaging the future, you must have to include...

Unified Communications Dealers: Enhance Revenue Streams with App Sales

"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 Google Android devices. In a logical, winning business move on the b2b side of things, many Unified Communications dealers are also...

The Rewarding, Renewing Cycle of Sales-Technical-Sales

We at CSI are coming off another solid quarter of new business. The success of our sales teams directly fuels the workloads of our project management, support and training teams. Ironically, it's the performance of those same technical folks which gives our sales teams...

Over 37 years in business, CSI’s CEO speaks to longevity and success

Mr. Robert Hutcheon, CEO of Coordinated Systems, Inc., was recently interviewed and the story was picked up by the Hartford Business Journal, TMCnet, and several other news sites. Here is an excerpt from the article: Robert Hutcheon is not only the CEO of a successful...

Healthcare facility creates call center of excellence

Sacred Heart Health Systems (SHHS) Extends Quality Process to Call Center Using Call Recording & Quality Monitoring, creating their latest center of excellence - their call center. An excerpt from the entire article demonstrates how they were able to fully customize the weight of...

An Opinion on Social Media and the Contact Center

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 customer service initiatives? A. I’m experimenting in social media where there exists clear purposes: for example, Twitter, to deliver quick…

Call Center Agent Training: Onsite vs. Webinar Training

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 or to schedule Webinar training. While both training options offer a high-value, personalized training approach with a tenured, professional member of...

Quick List: Benefits of Quality Monitoring

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 of bringing in a robust quality monitoring system, but they were considering the upgrade (CSI's customer upgrade program delivers free...

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