First Impressions:

In this Case, a Properly Answered Call was Worth $1 Million

  By Sue Cunningham-Milito Personal injury attorney Gerald Stahl can put a real dollar value on a promptly answered telephone call. In one case, for a call answered by Cunningham Communications operators, it was worth $1 million dollars. Attorney Stahl said: “In the case of personal injury, I had one client say, ‘if you hadn’t answered […]

First Impressions:

“The operators from Cunningham Communications are a Key Ally to Hurst Mechanical”

  By Sue Cunningham-Milito After his customers complained that their calls were not being taken well, Hurst Mechanical owner Greg Doerr made a change from his previous telephone answering service. “I was unhappy with the  poor customer service,” Doerr said. About four years ago, we welcomed Hurst Mechanical as a new client of Cunningham Communications. […]

First Impressions:

When Answering a Call with Kindness and Compassion is Important

  By Sue Cunningham-Milito When someone calls Arsulowicz Brothers Mortuary to report the death of a loved one, the after-hours operator answering from Cunningham Communications understands how important it is to speak with kindness and compassion. “As a rule, people are calling us at a difficult time in their lives,” says Steve Arsulowicz, whose family […]

First Impressions:

30 Years of “Answering the Call”

By Sue Cunningham-Milito What is the impact of a properly answered telephone call for your business? Let some of our Cunningham Communications customers tell you: An attorney gained a $1 million personal injury lawsuit client. He said we answered the phone promptly when other lawyers had voice mail. A hospice says we helped them stay […]

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 […]