About Neal Topf

Neal Topf, a seasoned contact center expert, is dedicated to transforming customer experiences. With years of industry wisdom, he guides businesses to excellence. His articles provide actionable insights for live answering, tech support, appointment scheduling, and implementing automated services, ensuring unparalleled customer experiences and operational efficiency.

Speech Analytics: Intelligence from Recorded Calls

In the call center business, keeping track of data is essential to determine how successful operations are. The Number of calls received, number of minutes an agent takes on a single call, number of times the customer calls until their inquiry is solved, and of course, the amount of positive or negative surveys on customer satisfaction. For Callzilla, quality and satisfaction are a priority, and that’s why all of this data is compiled and analyzed using Speech Analytics, a system that is able to give us a clear idea of what our contact centers are [...]

By Neal Topf|2024-04-19T13:12:23-04:00January 26, 2022|Customer Experience|

Call Center Speech Analytics: Ensure Better Business Outcomes

Speech analytics technologies are the must-have tool of today in the call center environment. Analytics enable us to have a clear idea of how customer interactions are handled, gives us info on agent performance, and automates QA processes that used to be time-consuming and took an large amount of workforce to fulfill. At Callzilla we want you to know some of the perks that using speech analytics solutions brings to your business, so follow along! […]

By Neal Topf|2024-06-26T18:00:29-04:00January 19, 2022|Customer Experience|

Conversational virtual assistant, better known as VoiceBot

For a lot of people Artificial Intelligence sounds like a futuristic and complicated feature of technology; little do they know AI is used in most services used nowadays, one of them being the customer service area, and the use of VoiceBots. Follow along to find out what exactly is VoiceBot and how your business can benefit from it. […]

By Neal Topf|2024-04-23T11:13:23-04:00December 1, 2021|Customer Experience|

Lead Acquisition: What is Lead Generation Strategy and How to Create It?

Nowadays the process of selling a product goes way beyond just offering the product; it starts with interesting your potential clients with whatever you’re offering, getting to know them, identify their needs, and do as much as possible for them to fall in love with the product and end up buying it. But how exactly do we go from the annoying phone survey on a Saturday morning to a customer willing to invest in your company? This is where lead generation and lead acquisition come into play. On this new post we want to give [...]

By Neal Topf|2024-06-26T18:01:41-04:00November 24, 2021|Customer Experience|

Outsourced IT services: when technical support is Key

When looking for an option to manage your IT services without raising operating costs, outsourced IT support is the way to go. It provides your company with the necessary infrastructure and personnel to manage your business day to day operations, from cloud management to cybersecurity and cyberattack prevention. Here at Callzilla we want you to know all about outsourcing IT support services and how it is essential to have a company running smoothly. […]

By Neal Topf|2024-06-26T18:02:36-04:00November 17, 2021|Customer Experience|

Outbound and Inbound Call Center Services: What’s the Difference?

When people think about outsourced call centers they think about a bunch of people answering questions via a phone call; truth is all contact centers receive calls and some are in charge of calling customers back. This is part of what an inbound and outbound call center is. Here are the main differences between these two types of contact center and what determines your own contact center from being one or the other. […]

By Neal Topf|2024-04-23T11:45:00-04:00November 10, 2021|Customer Experience|

Benefits of a Nearshore Contact Center in a Work-From-Home Environment

In our Nearshore Outsourcing Guide, we cover the many benefits to partnering with a nearshore contact center. One of the main benefits as compared to offshore options is the location, which makes it easy to travel and visit your vendor when needed. But what does this look like in a time of minimal travel and a new work-from-home culture? […]

By Neal Topf|2024-06-26T18:03:44-04:00November 3, 2021|Customer Experience|

Artificial Intelligence: What Is It, and How Exactly Is It Used in Your Contact Center Tools?

This is the year of automation, and with that everyone is talking about Artificial Intelligence (AI). But what does that mean? […]

By Neal Topf|2024-06-26T18:04:47-04:00October 27, 2021|Customer Experience|

Aligning Your Company’s Culture With your Nearshore Call Center

There are plenty of advantages to outsourcing with a nearshore provider, and we cover a lot of them in our Nearshore Outsourcing Guide. Once you’ve made the decision to go with a nearshore partner, the next step is to find the partner that’s right for you. Here, we’ll discuss how to find a nearshore partner that fits your company culture, and how to maintain that alignment throughout your partnership. […]

By Neal Topf|2024-06-26T18:07:19-04:00October 20, 2021|Customer Experience|

5 Ways to Utilize SMS Services to Improve Your Customer Experience

As the channels that our customers use to communicate with us change, we need to adapt our communication methods. Phone calls and email support will continue to exist, but in the spirit of improving the customer’s experience overall, we can do better. SMS, or text messaging services, are becoming a popular way to meet our customers where they are… their phones! Here are a few ways to implement the SMS channel in your business, in a way that’s both efficient for the customer and cost effective for your business: […]

By Neal Topf|2024-06-26T18:09:52-04:00October 13, 2021|Customer Experience|

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About Neal Topf