Why isn’t multi-channel customer care friendlier to mobile phone users? Second in a series about call center trends that aren’t happening and should. (Links to other posts in this series at the bottom.) […]
Trends, trends, trends. How about advances not happening that should? Here’s my first example – your thoughts? […]
Fast Leader Show host gets Neal Topf to talk about how he’s led Callzilla to top ranking among thousands of call center providers (and a whole lot more). […]
Gamification can help you measure a variety of metrics in a very public way. […]
A large music distributor had handled customer service in-house since the beginning. But in 2016, it entrusted a portion to Callzilla. […]
Two chats at a trade show gave me shocking reminders about some of our competition. These exchanges got me thinking about how much the idea of a cheap call center will cost plenty in the long run. […]
Forging a good vendor management contract is only the start. The challenge is in implementation. By itself, a contract is only a lot of words on paper. What counts is how the vendor implements it, and how the client oversees that implementation. That’s the heart of vendor management. When we work with the client, we eventually get to a contract that everyone is happy with. From there, we get it signed. And then that’s when the fun really starts. Throughout this conversation with Jeremy Hyde, the focus is on what happens after the ink dries [...]
An apparel retailer tapped us for extra help, including e-commerce customer care, during the holiday rush. In just 60 days, we outperformed their other center on QA scores and other metrics. […]
The single best piece of advice I’ve ever received, and the four C’s that shape how I interact with clients and prospects. […]
A good customer service outsourcing contract spells out what success looks like, but can also become more flexible as customer support needs change. […]
