Richard Marcia
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.
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?)...
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...
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...
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:…
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 / 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...
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...
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...
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…
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...
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...
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...
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...
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...
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 ...
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...
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...
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...