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Inside the Quality-First Contact Center

#WeLikeYourStories: Sivu!

At Callzilla, we like your dreams, talents, passions... and stories!

"We are all customers somewhere."

In this captivating video interview, we sit down with Agent, Sivu Bolton, who offers unique insights into the vibrant culture, life, and aspirations of the people living in South Africa. The interview delves into the importance of customer experience in South Africa's thriving outsourcing industry, revealing how the nation's cultural strengths contribute to exceptional service delivery. Don't miss this fascinating conversation that provides a genuine look at South Africa through the eyes of a local expert.

Topics: Success Stories Customer Service Automation Call Center Technology Customer Service Insights

Answering the Top 5 Questions Googled About Customer Experience

The road map to enhancing your customer experience lies in the root of your customer's wants and needs. The best way to identify that (or arguably, the only way) is getting into your customer's perspective. By understanding their needs, preferences, and pain points, you can create a more personalized, engaging, and memorable experience that will keep them coming back for more. The same goes for our clients, the businesses and brands that partner with us to manage their customer experience. So, in this blog we're answering the top 5 questions that people Google about customer experience.

Topics: Call Center Metrics Omni-Channel Customer Service Data Entry Outsourcing Customer Service Automation Social Media Customer Service Call Center Insights Call Center Technology Contact Center Outsourcing Call center outsourcing Speech Analytics

The 5 Pillars for Delivering an Excellent Customer Experience in HVAC

The HVAC industry, which stands for Heating, Ventilation, and Air Conditioning, is a critical part of the construction and maintenance of buildings, as well as a vital component of home comfort. As such, delivering excellent customer experience in the HVAC industry is paramount to ensuring customer satisfaction and loyalty. In this article, we’ll explore some of the key factors that influence customer experience in the HVAC industry.

Topics: Call Center Agents Customer Service Automation Call Center Insights Call Center Technology Customer Service Insights Contact Center Outsourcing Call center outsourcing

#WeLikeYourStories: Zabrina!

At Callzilla, we like your dreams, talents, passions... and stories!

Meet Zabrina Rivas Piñero, an Operations Manager who has been with Callzilla for over 6 years. We value Zabrina’s hard work and positive attitude on the contact center floor, but she also has a unique hobby to share! She turned her creative outlet into a small business using the skills she learned as a Callzilla leader.

How cool is that? 

Topics: Success Stories Customer Service Automation Call Center Technology Customer Service Insights

#WeLikeYourStories: Rodrigo Peñaloza

At Callzilla, we like your dreams, talents, passions... and stories!

Meet Rodrigo Peñaloza, a Callzilla Quality Assurance Analyst who has a passion for fashion. In this interview, he talks about how Callzilla helped him achieve his dream of starting his own clothing line both financially and emotionally. We are so proud of Rodrigo and can't wait to watch his success grow! 

Topics: Success Stories Customer Service Automation Call Center Technology Customer Service Insights

#CXBusinessBlast: Victoria's Secret

We are starting a new series where we highlight companies who are doing #CustomerExperience right! Callzilla is not affiliated with these brands, but they caught our attention with the way they treat their customers. Join us in a fun analysis of the full customer experience, and nominate your company for the next business blast by emailing marketing@callzilla.cx

Topics: Success Stories Customer Service Automation Call Center Technology Customer Service Insights

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 a whole host of problems but this company was unaware because they utilized the wrong channels. This approach worked for this client, but why? Can it work for all businesses?

Topics: Call Center Technology Customer Service Insights

Call Center Technology for Enhanced Customer Experiences

Proprietary call center technology plays a tremendous role in Callzilla's ability to provide full-service outsourced contact center services to its customers.

Topics: Call Center Technology

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.

Topics: Call Center Technology

6 Tips on Effective Call Center Gamification [Checklist]

Gamification can help you measure a variety of metrics in a very public way.
Topics: Call Center Technology