Empowered Agents, Happy Customers

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 [...]

“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 [...]

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 [...]

“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. [...]

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 [...]

You’ve decided to consider locations for your nearshore contact center, but where do you start your research? Reasons for outsourcing customer care may seem obvious, but companies that rely on outsourced help for inbound and outbound call center services must [...]