Skip to main content

CCI Systems Blog

Learning Center

Contact Center | Support Services | Customer Experience

By: Jacob Shields
September 7th, 2021

Call volume has skyrocketed. Customer experience is plummeting. Technicians solving problems in the field are doing their best to manage the phone lines (which isn’t panning out). After the incident played out and after a sharp jab to the bottom line, your company decided to outsource call support with a contact center. Through casual research, you find every contact center (or call center for that matter) is comprised of agents. Each agent carries a degree(s) of expertise to enhance the call support team. Each agent also serves as a dedicated or shared agent.

Contact Center | Support Services | Multi-Dwelling Unit | MDU | Consulting

By: Bill Halvorsen
July 16th, 2021

Approaching a multi-dwelling unit (MDU) property owner (or manager) to update their network infrastructure can be a challenge for service providers.

Contact Center | Call Center | Support Services | Customer Experience

By: Joe Geroux
July 9th, 2021

While your company is being onboarded by an outsourced contact center, it is important to know what that process might look like.

Contact Center | Call Center | Support Services | Customer Experience

By: Joe Geroux
May 26th, 2021

After hours of searching, researching, reading, and incessantly Googling how to find reliable options for customer support providers through ratings and star counts… you find yourself at a loss.

Contact Center | Support Services | Customer Experience

By: Joe Geroux
May 14th, 2021

Seeking contact center services is a step in the right direction to improve customer satisfaction and customer happiness. It’s possible your company needs additional help handling overflow, off-hour support, weekend coverage, or 24/7 service to keep up with your call volume. 

Contact Center | Call Center | Support Services

By: Joe Geroux
September 25th, 2020

In January 2020, CCI Systems’ Call Center provided support systems and services within 24-hours for a national WIFI provider who primarily serves hotels and multi-dwelling units (MDUs). With over 300 hundred customers throughout the United States, this provider outsourced 24-hour call center support to a third party who unexpectedly went out of business, due to financial complications. As a result, this third party service failed to provide any notice, and suddenly, the WIFI provider was left without representatives to answer calls or technicians to troubleshoot WIFI issues to existing customers.