The Rules Have Changed ? Building a Collaborative Contact Center in 2023


Jeff Nolte, President and CEO of CTS in Millersville, MD

It’s no longer enough for companies to monitor their phone lines and email inboxes from nine to five. We live in an always-on society and organizations must adapt to stay relevant.

Availability is just the start

Customers have moved past standard channels like phone and email. Now, they expect engagement on their channel of choice, be it SMS, social, phone, or something else entirely. Ultimately, customers want their interactions with you to be as easy as talking with a friend.

The stakes are high

As analysts at PwC wrote, “You won’t have many chances to get it right. One in three consumers say they will walk away from a brand they love after just one bad experience.”

Effortless customer experience

Leveraging next-generation inbound, outbound, and digital engagement technologies, CTS offers a RingCentral solution that is leading a new era of customer service.

Ring’s technology provides a full range of contact center features that help businesses connect callers more intelligently with the right agent. You can build your customer-centric service strategy while maintaining the flexibility to make changes on the fly.

Learn more about how you can customize a modern cloud-based customer engagement platform to fit your business.

Schedule time with our CTS contact center experts. We can bring your whole company together to better serve your customers.

Contact us today: 800.787.4848 or

Jeff Nolte is President and CEO of CTS, a leading Voice and IT services provider based in Millersville, Maryland. He may be reached at (800) 787-4848 or Visit:

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