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Inside the Quality-First Contact Center

Callzilla Marketing

Callzilla Marketing

News & tips from Callzilla's customer experience experts.

Recent Posts by Callzilla Marketing:

Self Customer Service: The Different Options and Best Practices

While allowing customers the ability to chat with an agent to reach a solution to any problem or question they may have is an important aspect for the customer experience, empowering customers to find the solution on their own is essential. Self customer service channels provide customers with the ability to find a solution to their issue without a customer service agent's help. Allowing customers the option of independence and quick solutions improves customer sentiment towards a brand or business by instilling the idea that their products and services are user friendly. This article will provide some insight into the self customer service best practices.

Topics: Customer Service Insights

Inbound Calls: The Complete Guide to Increase Performance

Nowadays, you will find the majority of a company’s customer service team accessible through the phone as opposed to in person. This shift has given customers the opportunity to receive help and information they need right from the comfort of their own homes. Customers in need no longer need to worry about waiting in line at a store and leaving behind their other responsibilities in order to resolve their issue in person. Operating a company with a large number of incoming calls is difficult without an inbound calling strategy. Utilizing a call center can better the customer experience, decrease wait times and increase performance within the company.

Topics: Call center outsourcing

The Do’s and Don’ts of Call Center Management

What is call center management?

Call center management is the process of running the daily operations of a call center in which leadership develops and monitors quality customer interactions for all customers. Supervisors utilize proper call center software to educate their agents on good customer care. It is important that contact center agents be excellent communicators who are equipped with extensive knowledge on products and services. A successful call center starts with the agent engaging with customers and focusing on phone call resolution.

Topics: Call Center Insights

How to Choose Between Nearshoring, Offshoring and Onshoring: 5 Pieces of Practical Advice

In the last decade, outsourcing has become a huge point of conversation and interest in the global IT and customer service industry. If a company wants to achieve significant cost savings and focus their resources on more profitable work, working with third party companies is most likely the strategy they will be going for. There are three types of outsourcing: nearshore, offshore, and onshore. What is each of these alternatives?

Topics: Nearshore outsourcing

What is Application Outsourcing and Its Benefits?

 

More than ever, it’s important for a company to have efficient and reliable technology solutions. Consequently, many companies have in-house teams to develop and manage IT solutions and services according to their needs. This can be cumbersome and might lead to a diversion of resources which can hinder the growth of the company and its digital transformation. That is why so many companies have turned to application outsourcing. As businesses are facing a difficult situation in which skilled workforce is scarce and resources limited, they choose to outsource, letting a third-party company or vendor manage their services and applications.

Topics: Call center outsourcing Nearshore outsourcing

Callzilla honored as bronze stevie® award winner in 2022 american business awards® | Callzilla


MIRAMAR, FL – April 28, 2022 – Callzilla was named the winner of a Bronze Stevie® Award in the Customer Service Team of the Year category in The 20th Annual American Business Awards® today.

CALLZILLA HONORED AS BRONZE STEVIE® AWARD WINNER IN 2022 AMERICAN BUSINESS AWARDS®

 

Stevie winners will be presented their awards on June 11 in New York

MIRAMAR, FL – April 28, 2022 – Callzilla was named the winner of a Bronze Stevie® Award in the Customer Service Team of the Year category in The 20th Annual American Business Awards® today.

Topics: Industry News

The Different Types of Outsourcing: Which is the Best Fit for Your Business?

 

Running a business is no easy task; it requires knowledge in multiple fields, infrastructure to run various processes, and money to supply both. Luckily businesses—especially small and medium ones—can access these services through outsourcing. In this post, we will guide you through the different types of outsourcing you can find in the market and how they may benefit your business functions, so follow along.

Topics: Contact Center Outsourcing Call center outsourcing Nearshore outsourcing

Automated Services: ChatBot, IVR, Voice Broadcast Messaging, and More

One of the best ways for companies to improve their customer service operations is automated services; These tools are all about cost savings without losing service quality. Here at Callzilla, we want you to know about some of the automated tools you can add to your customer care department. Follow along and find what suits your company the most.

Topics: Customer Service Automation

Automated Lead Generation: How It Works and the Best Tools For the Job

Generating leads for your company is one of the most important parts of keeping your sales funnel running; your product or service might be the best in the market, but if you don’t have a well-thought out lead generation process, it will hardly reach the interested customers. Last year, we talked a little about what lead acquisition was and how it has improved the way we catch our customer’s attention.

If you already know the basics of how lead generation works, then you may be thinking that the amount of work it requires to create a single lead is too much. Worry not, we have designed this post just for you.

Topics: Call center outsourcing