First Impressions:

Call Center Helps Doctors “Deliver” Care to Patients

By Sue Cunningham-Milito Sandy Wynia, RN, had just started her new job as clinical director when three women’s health groups merged to become Grand Rapids Women’s Health and moved into the new Women’s Health Center. The practice is West Michigan’s largest independent OB/GYN group. Among the many decisions to be made, who would provide after-hours call center […]

First Impressions:

When a 24/7 Call Center Prevents Customer Complaints

By Sue Cunningham-Milito A critical part of our call center service is handling calls when a customer has a concern, or an issue, and they want to speak to a live person right away. I hear the same stories that you do about poor customer service; about the automated phone tree, and the disembodied computer […]

First Impressions:

“A Call Center with Local Knowledge”

Video: “Peace of Mind” By Sue Cunningham Recently I asked Carolyn Flietstra, of Holland Home, to explain the value of our call center to her organization: “We left for awhile, a long time ago, but then we came running back to Cunningham Communications.” “For me there is a big difference to have a call center that is a […]

First Impressions:

Business Beat: Value of a Call Center

By Sue Cunningham I am still surprised when a business person asks me about the value of a real time, real person Call Center, even when everyone is walking around, head down, on their phones. (maybe playing PokemonGo) So I appreciated the chance to talk on the phone with a major business owner resource, Chris […]

First Impressions:

A Modern Day “Marcus Welby, M.D.”

By Sue Cunningham In November, 1990, when my dad gained his first 24/7 client, he hired an overnight operator to handle calls for Dr. Gordon Van Otteren. More than a quarter century later, Cindy Hutchinson is still answering calls on the third shift for Dr. Van Otteren, who prides himself as a “modern day Marcus […]

First Impressions:

On the Air with Neal Dionne

By Sue Cunningham “One of the worst things in the world is you make a phone call because you need help, and you get a robotic pre-recorded voice, and then the menu of options to select. It just makes you want to tear your hair out.” Neal Dionne, Wood Radio I was a little nervous […]

First Impressions:

The Power of a Live Person Answering the Phone Still Matters

By Sue Cunningham My father, Dick Cunningham, started the family business, Cunningham Communications, our telephone answering service in 1989. My mom and I helped answer the phones, even though I was a shy kid, and did not think I could talk to people on the phone. In those days, we wrote messages for clients on […]