Call Recording Featured Article
Call Recording & Call Monitoring Co. Talks Customer Success, Sales & Marketing
After another quarter of new business, call monitoring and call recording software provider Coordinated Systems, Inc., or "CSI," recently announced on its company blog that the sales and marketing teams, spinning off each other's good fortunes, have turned technology "water" into "wine," so to speak.
The sales team, who works directly with the project management, support and training teams, Rich Marcia, marketing director for CSI, wrote in the blogpost that this integral part of the team fuels the workloads of the other areas of the business.
"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," Marcia said.
And, to that end, Marcia went on to share a customer feedback story that solidified CSI's hard efforts and dedicated employees:
"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," said Gil Alvarez, Member/Merchant Services Trainer/QA Supervisor for the Rewards Network, a CSI customer. "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."
Using CSI's flagship product, Virtual Observer, Rewards' uses the call recording system on an Avaya (News - Alert) S8710 phone system, handling recording and quality assurance tasks for their customer service center.
"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 take the time to answer every question I may have. I also love that they take the time to check out our systems and ensure we are running to full capacity," the spokesperson added.
'This is proof of the endless cycle of sales feeding the technical staff, who in turn feed the sales and marketing folks," Marcia said, adding that internally, each employee within the CSI team is treated as a customer to keep overall goals and moral in check.
"It's all about keeping the cycle turning," he said.
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.
Edited by Kelly McGuire