Contact Center Observer

Friday, April 16, 2010

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 added confidence and gives us marketing staffers the customer retention stats, success stories, and testimonials which we so proudly speak to.

It is always a pleasure to open my Outlook inbox and find a shining example of the customer service efforts provided by my team:

"I just wanted to send an email out to thank all of you at CSI for the great tools and support you offer. I can’t really say enough about the level of customer service provided to me on every interaction I have with your teams. We use one of your products (Virtual Observer) and anytime I’ve had a question or any issues, I give you guys a call and it feels like you drop what your doing to make sure we are up and running. I was assisted in the past by the training team,who always takes care of business. I have also been working with the project teams who always takes the time to answer every questions I may have. I also love that they take the time to check out our systems and ensure we are running to full capacity.

At Rewards Network we pride ourselves in our World Class Customer Service experience and it’s great to know there are other companies out there that feel the same way. Thanks again for all the help!!!!"

This email was sent today from the desk of Gil Alvarez, Member/Merchant Services Trainer/QA Supervisor for the Rewards Network.

The Rewards Network runs Virtual Observer on an Avaya S8710 phone system, handling recording and quality assurance tasks for their customer service center.

This is proof of the endless cycle of sales feeding the technical staff, who in turn feed the sales and marketing folks.

Internally, at CSI, we treat each individual in our company as a customer, with tremendous respect and consideration for their individual goals as well as the company's goals. We're also not shy about crossing over to help out if another team member needs help.

It's all about keeping the cycle turning.

Tuesday, February 23, 2010

CSI earns Partner Loyalty Recognition honor at 2010 NACR Sales Conference

We just finished up attending the NACR / ConvergeOne Sales Conference 2010 in Las Vegas, Nevada. The show was a rousing success for NACR and for CSI, as we were given a prestigious "Partner Loyalty Recognition" ribbon and prism from Tiffany's for continuous years of services:

"NACR recognized 9 partners at a Loyalty Luncheon hosted by Tom Roles, NACR President and CEO. The event was held February 16, 2010 at the MGM Grand Hotel in Las Vegas, NV. as part of the company’s yearly sales conference event. Partners recognized for participating in the past 7 sales conferences were Amcom Software, Avaya Financial Services (AFS), Computer Instruments, CSI, Extreme Networks, Mutare, NICE, SimpliCTI, and Veramark. Each company was awarded an engraved Tiffany pentastar for their continuous support for these events." - Cathy Burns, Partner Relationship Advocate, NACR.

The show brought together a small army of technology companies working together to present NACR's Avaya sales force with a solid array of best-in-breed offerings.

The annual sales conference also featured an introduction of newly acquired Empire Technologies into the ConvergeOne family.

We've been working with NACR for eight years, providing Avaya customers with bulletproof call recording and workforce optimization at an industry's best cost of ownership.

Wednesday, February 10, 2010

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 Connecticut technology company, but also being a decorated war veteran of the United States Army, he has endured difficulties which are far greater than that which may be read in the Wall Street Journal.

Mr. Hutcheon has steered his company through many turbulent economic times, including the recent economic recession. In many ways, his past experience in the Army helped shape the business philosophies he employs today and were instrumental in allowing CSI to survive the economic storms of the previous thirty years as well as today's climate.

What's your perception of the previous decade in business?
RH: "From my perspective, as I look back on last year and the previous decade, I always come back to the same thinking with each new economic encounter, that things can't get any more convoluted than the previous calamity or economic downturn we have ever come up against before. Yet it always amazes me that things sure seem to find a way of proving me wrong in that assumption. And I have to say as I look back and realize what a ride it has been to maneuver the business climate this ‘Great Recession' has handed us, it has definitely added more to that thinking than it has taken away. But I also have realized that no matter how bad things seem at any given time, and it may take awhile for it to come to realization, but there always seem to be numerous positive side effects that rise out of most declines."

Please describe your first 30 years in business?
RH: "Having been founded in 1972, Coordinated Systems, Inc. has seen many recessions and boom times with the economy. With each up and down we have experienced came lessons of survival that enhanced our character and brought our company to what it has become today. "

Click here to read the entire interview