Contact Centers

Hybrid Workplaces, Remote Work & Virtual Contact Centers are Here to Stay

Posted on Mar 3, 2021 in Jeff Nolte's Blog

Remember the bright beautiful world of tomorrow from cartoons and movies? People could do everything from one big video screen: Run a business, work, shop, go to school – even hang out with their friends – all from the comfort of home! We envied and worked toward that future – but then we were suddenly […]

Focus on Customer Service… There’s a Brighter Future for Contact Center Agents

Posted on Jul 10, 2019 in Jeff Nolte's Blog

The advent of “customer experience is king” is changing the landscape across industries, presenting new challenges and highlighting pain points many contact centers have been trying to address for years. This includes…

AI is Here! How Mitel & Google Are Enabling a Better Customer Experience

Posted on Oct 10, 2018 in Jeff Nolte's Blog

When it comes to buying decisions, Customer Experience is expected to overtake price and product as the key differentiator by 2020. With customers demanding more from businesses, Mitel and Google AI have joined forces to deliver a more intelligent Customer Experience across all Mitel core contact center solutions. Mitel contact center solutions can now leverage […]

How Recording Your Telephone Calls Will Grow Your Business

Posted on Aug 30, 2018 in Jeff Nolte's Blog

If you had a simple, cost-effective tool that would improve customer service, increase your sales and even improve your own interactions with your customers, would you consider adding this tool to your arsenal? Many people think recording telephone calls is an act of “Big Brother” or the act of a ‘Paranoid Business Owner.” Nothing is […]

Delivering Healthcare? 5 Reasons to Consider a Virtual Care Center

Posted on Jul 10, 2018 in Jeff Nolte's Blog

A Virtual Care Center (VCC) is a centralized clinical operations center that leverages people, processes, and technology across the care continuum to enhance patient experiences, relationships, and outcomes. In essence, a VCC is a place where shared services are brought together and leveraged as virtual resources… teleICU, eHospital, centralized telemetry, rapid response, transfer/triage centers, disaster […]

Add a Mix of Channels for Better Customer Interactions

Posted on Apr 30, 2018 in Jeff Nolte's Blog

Today’s customers are relying on digital communications like email, text messaging, Web chat and social media to interact with your business. Omni-channel contact centers and communications give your customers the flexibility to choose the method of contact that makes the most sense for them at any given time. A customer experience journey may begin on […]

5 Etiquette Rules for Phone Headset Use in the Office

Posted on Mar 1, 2017 in Jeff Nolte's Blog

The flexibility and convenience of wireless headsets for business phones has created the opportunity for new workplace faux pas. Basic headset etiquette is important for a well-functioning workplace, so here are some basic rules to make your work life easier. Control your volume – If you’re in an open-plan workplace, noise is always a concern, […]

5 Ways Call Center Mobility Can Improve Customer Service

Posted on Sep 30, 2016 in Jeff Nolte's Blog

Call centers were once confined to a fixed location, with agents bound to the office. Today, call center agents can work just about anywhere: at home, in the office, or on the go from a mobile device. Mobility can actually improve your customer service. Here’s how…

5 Ways Your Business Benefits with Call/Contact Center Technology

Posted on Oct 1, 2015 in Jeff Nolte's Blog

Today’s Call/Contact Centers are not just for big organizations, they’re now affordable and well suited for businesses of any size or industry. Every incoming call is an opportunity and you have just one chance to make a good first impression… Here are just 5 of the many ways you can benefit: 1. Streamlined implementation and […]

Running a Customer-focused Contact Center with Toshiba & CTS

Posted on Apr 15, 2015 in Jeff Nolte's Blog

Today’s Contact Center solutions improve customer satisfaction by enabling your agents to provide quicker, more efficient and cost-effective service. Toshiba’s Contact Center Suite runs as an app on Toshiba’s Media Application Server (MAS) or MicroMAS. Chesapeake sets up everything for you… We’ll connect and configure your Strata CIX or IPedge system to efficiently route incoming […]