BlackCSI Drives Small to Mid-Sized Businesses’ Profitability and Performance with the Latest in Integrated Contact Center Technology

Customers still prefer to speak with customer service over the phone and this is why it’s so important for SMBs to get this central pillar of customer experience right. A survey conducted by Hubspot, a CRM platform that connects marketing, sales, content management, and customer service found that “69% [of people] prefer to use phone support over chat or ‘other’ support channels.” BlackCSI has responded to this trend by bringing the latest in Integrated Contact Center technology to businesses that field a high volume of customer service calls and need their contact center teams to perform at the highest levels.

“Technology is the backbone to delivering an exceptional customer experience,” stated Ruthann Black, President of BlackCSI. “Companies need to give their team the best tool that will drive the greatest customer engagement outcome. Many businesses assume their customer experience is fantastic because they put in a lot of effort; however, it’s important that you have metrics, data, reporting and technological superiority to back up those assumptions. Our role is to educate our customers and outline the return on their technology investment.”

Contact Center technology has evolved significantly in the past few years. BlackCSI has compiled a “4-Point Checklist" to help business owners determine if their Integrated Contact Center (ICC) technology is up to par with market standards. According to BlackCSI, the 4 functions a modern ICC must deliver are:

1. Improved Collaboration: Employees don’t want a million apps to check. They need to manage their corporate communications from a single, intuitive interface which functions properly no matter which operating system they use. That means they need to easily be able to get ahold of their coworkers through phone calls, sending instant messages, participating in corporate group chats, and starting audio/video conferences “on-the-fly.” The best ICC solutions also have “Presence Management” which allows employees to quickly judge the availability of coworkers from their Presence state so they reach out when there’s a higher probability of their message being received.”

2. Increased Productivity: Any solution should come prepackaged with features to streamline processes and improve customer service departments of any size or call volume. Ultimately, this means that employees should be able to handle a higher volume of customer calls or they must be better equipped to handle them more efficiently, which results in increased productivity and profitability.

3. Flexibility: The latest software-based phone systems enable the contact center or customer service department to scale up or down as business ebbs and flows because of promotions, seasonality or business growth.

4. Customizable Reporting: If your contact center phone system doesn’t have robust reporting capabilities, management cannot make strategic decisions. Imagine if your CFO only reported one number to you at the end of the year, instead of providing monthly reports from which leadership can derive insights. Access to historical data to analyze the business’ productivity and improve operations is one of the main reasons to invest in a contact center system in the first place.

“The most important thing any business has are happy customers,” added Ms. Black. “Arming your team with the best Integrated Contact Center technology so they can excel in exceeding customer expectations is critical to business success. BlackCSI strives to exceed our customers’ expectations because we determine what’s right for our customers, educate them on how to utilize it, and then guide them to providing an environment where customers and employees thrive.”

ABOUT BLACKCSI

Since we were first founded in 2002 by Ruthann Black, BlackCSI has provided small and medium-sized businesses with comprehensive IT support and consulting services.

Our mission is to maximize your return on investment by providing the kind of technology management services that are ordinarily reserved for large enterprises. From IT network management, unified communications to physical and logical security integration and much more, BlackCSI is committed to providing quality services to our clients with honest communication that you’d be hard pressed to find elsewhere, for prices that are fair and affordable.

We believe that the best way to solve an IT issue is to prevent it from ever happening in the first place. This is why we leverage a proactive service approach to predict and eliminate your technology issues - before they influence your business.

We are dedicated to serving our clients by listening to them, learning about the problems that they face, clarifying our process to maintain transparency, and reiterating how our solutions are of benefit to those we assist.

enefit to those we assist. With Managed Services from BlackCSI, you will be able to enjoy: Proactive Care - The most effective way to avoid downtime and data loss is to be prepared to mitigate and avoid the circumstances that lead to them. 24/7 Maintenance - IT issues don’t stick to a 9 to 5 schedule. Neither do we. For a predictable monthly fee, you can enjoy anytime access to remote and onsite services, keeping you in operation. Live Help Desk Support - Need one-on-one assistance with your IT? Our Help Desk services are available 24 hours a day, 7 days a week, every day of the year.

With the assistance of BlackCSI, a Pennsylvaniacertified Small Diverse Business, you can improve your operations through the use of top-of-the-line IT solutions and service - as well as boost your internal productivity and inspire growth.

We’d love to be a part of your success story. For more information about how BlackCSI can assist your business and fulfill your particular needs, Contact us today! For more information, please call (717) 620-3042 or visit us at https://www.blackcsi.com.