How Often Do Consumers Go Back After They Switch Companies?
About 7 in 10 say “never”. But there’s a bright spot: about 8 in 10 say that experiencing good live customer care probably would have changed their mind. […]
The Impact of Customer Reviews
Answer: about half of adults under 50, according to Pew Research’s “Online Shopping & E-Commerce” report released earlier this year. […]
Dedicated to Sylvia Caballero: 2017 Contact Center World Awards Win
Manager Sylvia Caballero was instrumental in the teamwork that enabled Callzilla to reach a milestone in May 2017. She passed away April 7, 2017. […]
Where We’ll Be: Summer & Fall 2017 Events
Recent and upcoming gatherings where you can find our executives. Attending one of the summer or fall events mentioned here? Please get in touch. […]
Outsourced Contact Center Trends Not Happening #3: AI and AR in Agent Training
Why isn’t artificial intelligence and augmented reality used in training and retaining contact center agents? Third in a series about call center trends that aren’t happening and should. […]
Wireless Giant Upgrades Inbound Call Centers to Stem Churn
A leading U.S. wireless carrier had been using outsourced contact centers in the Philippines, India, Palestine, and Ohio to serve a segment of its market. Compared to the company’s benchmarks, none of the four centers converted enough calls into sales, resolved enough issues on the first call, or handled live chat well. Callzilla outperformed all four of the other centers on QA and First Call Resolution within about seven months. Among the improvements: contract renewals rose from 50 percent to 85 percent. […]
This Technique Helped Increase Average Order Value 2x in Months
How nearshore Callzilla outperformed 3 U.S. contact centers. […]
At Large with Customer Experience Expert Neal Topf
Excerpts of early 2017 interviews with Callzilla’s Neal Topf. […]
Callzilla in “Final 3” for Best Contact Center Outsourcing Provider Award
“Our mantra continues to be ‘quality first,'” says president Neal Topf. […]
Call Center BPO Automation & Where Humans Fit In
There is talk about advances in artificial intelligence, virtual reality and the like putting live agents out of work, but Callzilla leadership views them as tremendous opportunities to add value. Callzilla President Neal Topf had the pleasure to serve on a panel assembled by Fonolo The purpose and topic of this panel was “Call Center BPO Automation: Where Do Humans Fit In?” He joined Shai Berger, Fonolo, CEO; Mark Hillary, IT Decisions, CEO/Writer; Peter Ryan, Ryan Strategic Advisory, Principal; and Jeremy Watkin, FCR, Head of Quality. Daniela Puzzo, Director of Marketing at Fonolo, moderated the discussion. [...]
