4 Things to Consider When Staffing for Peak Season
The holidays are just around the corner, is your contact center ready? […]
3 Metrics Essential to Improving your Contact Center Quality Score
If you outsource your customer service to a contact center and are not happy with the results, you are likely wondering what data points you should be looking for. The team in charge of answering questions and meeting your customers’ needs plays a vital role in the outcome you can expect, so you don’t want to take chances. […]
SOCAP Florida’s New Leadership Team Member
Congratulations to our very own Client Services Manager, Corey Klein! We are pleased to announce that Corey will be joining the SOCAP Florida Chapter’s Leadership team as a Communications/Secretary Officer. […]
The Best Advice for Contact Centers in 2018: The Experts Weigh In
The overwhelming sound of the outside world can often get in the way of the most important voices to listen to. In a recent article on fonolo.com, Callzilla President and CEO Neal Topf was featured as part of a list of Contact Center industry experts. Tune into see Neal’s 3 featured tips for enhancing customer experience in 2018. […]
Callzilla and Corporate Social Responsibility
Callizilla is proud to announce the launch of our new Corporate Social Responsibility (CSR) program, Callzilove. Corporate Social Responsibility (CSR) at Callzilla is about demonstrating and sustaining our commitment to conducting business in a responsible manner. We have a unique opportunity to make positive economic, social and environmental impacts across the communities in which we operate. We can only achieve these goals by conducting business in accordance with the highest ethical standards and by respecting accepted international principles for human rights. […]
The Contact Center Must Evolve: 5 Trends to Watch
“Constant evolution is essential in the contact center industry.” Our recent article, posted on ICMI.com, authored by Callzilla President and CEO Neal Topf, features 5 notable trends to watch to stay ahead of the curve as contact centers continually grow and evolve. […]
Customer Contact Week 2018 Key Insights
We had the privilege of attending the 19th annual Customer Contact Week in Las Vegas. This gathering is one of the largest customer contact events in the US – and always offers us a wealth of industry insights. Here are some of the key takeaways from our time at the conference: […]
Tips for Training Outsourced Agents
“Training agents is mission critical in the customer service industry, whether your agents are in-house, offshore, onshore, nearshore, or outsourced.” Our recent article, posted on ICMI.com, features four important tips worth considering during the contact center agent training process. […]
Why Live Chat is the Channel That’s Changing the Customer Care Game
Callzilla recently implemented live chat customer service capabilities for a client. This client, a subscription-based live television streaming service, initially only offered email as a means of customer service. Reflecting the bad old days of email customer care, response times ranged between 3 to 5 business days and time-to-resolution untold, their customer satisfaction rate was very low and had it been measured, customer effort, very high. In partnering with Callzilla, they implemented new channels—phone and most recently, live chat, for a multi-channel customer service approach. What we’ve found is that many of their customers experience [...]
Callzilla Receives Bronze Award from the Colombian Association of Contact Centers and BPO’s
Callzilla recently attended, for the first time, the 8th annual National Excellence Awards. These awards are delivered to companies in the customer services industry, from all sectors of the economy. The event recognizes excellence in interactions with customers, and implementation of projects that contribute to the success of the company, provide a better service, and promote company-client relationships. […]