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The Pilothouse Navigator
Your Guiding Light to Communications
January 2007 - Vol 1, Issue 1
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Greetings!

Welcome to the first edition of ?The Pilothouse Navigator? our quarterly newsletter meant to bring you valuable information on a variety of topics. You will see information on the products and services we offer, introductions to our wonderful staff that service you, general business information that we hope will be of interest and value to you, the latest new technology that may benefit your business? bottom line and tips on Telephone Etiquette. We first want to thank you all for your business and want you to know that we strive everyday to exceed your expectations your trust in us is very important to us. We want to build a business partner relationship with each and every one of you, as we hope you consider Pilothouse your communications partner in all aspects of this critical business application. It?s not just a telephone-we are here to advise you, guide you and assist you in growing your business through the use of communications solutions that can help you differential yourselves in your market so that you can increase your customer base, retain existing customers and create a healthy communications work environment for your employees. I bet you are hearing a lot of buzz words lately ? ?Voice of IP? (VoIP), ?Unified Messaging? (UM), Call Center, Network Assessments and many more. We are your expert consultants on these and other applications, bringing over 100 years combined experience in the telephony industry to your business. We wish all of our valued customers a successful business and personal year in 2007. We are here to assist in any way we can and look forward to a long lasting business partner relationship with you. Happy Reading, Sue & CJ Carlson






Your Pilothouse Technical Support Team: From left to right






Lee Summerlin-Project Engineer- The other Lee- has been providing technical support, installation and project management to businesses in CT and Western MA for the past 11 years. Lee is the person that will survey your site and work with engineering to ensure a smooth transition to any new system or application as well as providing continued technical support to our customers.

Steve Valli- Senior Technical Engineer- has been visiting customer location as a field technical engineer for 15 years. Steve?s vast knowledge and experience with past, present products is invaluable to us and our customers. If there is something strange going on or some unique application you require, if it can possibly be done- Steve can make it happen

Lee ?Griff? Griffin -Service Manager- - Has been providing service support to CT and Western MA business customers for over 7 years. Griff is the person who usually answers the phone and is the person who can get you whatever you need. He keeps everyone on track and focused on the job at hand- exceeding customer expectations.

Josh Hubbard-Technical Engineer- is the newest addition to our team, coming to us having served in the US Army as a Network Administrator. He brings an enthusiastic, eager attitude and skill set that makes him an exciting addition to our team. We welcome him.

Matt Strong- Technical Engineer- has been involved in telecommunications support to area businesses in various roles for 8 years. Matt is well rounded in both voice and data, aiding in our support and implementation of Voice over IP implementations.
Differentiate Yourself

According to InfoTech, 60% of the call center market is comprised of centers with fewer than 20 agents. You do not have to be a fortune 500 company to provide your customers with expectional customer service.

Call Center Solutions are created with the needs of your business in mind. Whether you need one application or an entire suite, our tightly integrated and seamlessly engineered solutions will improve your efficiency, agent performance and customer service and satisfaction from the very first call.

Applications like automatic call distribution- ACD, Netphone with screen pops, Taske for Agent reporting, Tracer for Call Recording are all affordable and available today to enhance your customers experience with your business.
VoiceMail has many benefits and advantages when used properly. However, you should not hide behind voicemail. If callers constantly reach your voicemail instead of you, they will suspect that you are avoiding calls. Here are a few tips on such things as greetings and responding to voicemail

Be sure to record your own personal greeting; don't use the standard default greeting or have another person record your greeting.

Include in your greeting your name and department so that people know they have reached the correct person.

Your regular greeting should include your normal work hours. If you know that you will be on vacation for a few days or leaving the office early or have different hours temporarily, you should record an alternate greeting to let callers know this. Callers will know that they cannot expect a callback for a few hours or a few days.

If your message is rather long, you might consider informing callers of the option to press # to bypass your message and to start recording their message to you.

There are so many exciting products available to help you communicate better with your staff, vendors and most importantly, your customers. We are here to assist and consult in all aspects of your business communication strategy.

Thank you for your business
Pilothouse Communications, LLC

phone: 203-649-6405
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