Inside the Quality-First Contact Center

5 Ways to Utilize SMS Services to Improve Your Customer Experience

As the channels that our customers use to communicate with us change, we need to adapt our communication methods. Phone calls and email support will continue to exist, but in the spirit of improving the customer’s experience overall, we can do better. SMS, or text messaging services, are becoming a popular way to meet our customers where they are… their phones! Here are a few ways to implement the SMS channel in your business, in a way that’s both efficient for the customer and cost effective for your business:

Topics: Customer Service Insights

Factors That Impact Pricing for Contact Center Outsourcing

If you’re developing a shortlist of contact center outsourcing providers, you’ll want to see how their prices stack up. It’s easy to quickly choose the cheapest outsourcing option to save some money, but there are a lot of factors that go into determining the price for contact center outsourcing and it’s important to understand the intricacies before signing on the dotted line.    

Topics: Call Center Insights Customer Service Insights

The Do’s and Don’ts of Hiring a Customer Service Outsourcing Provider

If your business has never relied on customer service outsourcing, you might be wondering what to look for when evaluating different providers. Knowing what separates an outstanding contact center from the others may not always be clear during your initial search. Moreover, it’s easy to fall into the trap of selecting the first outsourcing provider on your radar because analyzing many options can be overwhelming, especially when you have other core work responsibilities.

Topics: Call Center Insights Customer Service Insights

3 Factors that Determine A+ Customer Service Outsourcing

In the nearshore contact center world, customer service reigns supreme. Management and stakeholders don’t stumble into successful customer service outsourcing partner relationships by accident. It comes from focusing on certain factors and initiatives that influence the overall quality of customer service demonstrated within the contact center.

Topics: Call Center Insights Customer Service Insights

Why Omnichannel Call Centers are a Scalable Solution

We are living in a world where optimizations and fast response times are expected, so it’s important to make sure that your customer service strategy holds up to your competition’s. Utilizing an omnichannel customer service approach has proven to be a great way to help remedy customer’s pain points in an efficient way. Read on to find out how an omnichannel customer service strategy can provide scalable customer experiences, provide data for better customer experiences, and why it’s important in today’s fast-paced market.

Topics: Omni-Channel Customer Service Customer Service Insights

3 Metrics Essential to Improving your Contact Center Quality Score

If you outsource your customer service to a contact center and are not happy with the results, you are likely wondering what data points you should be looking for. The team in charge of answering questions and meeting your customers' needs plays a vital role in the outcome you can expect, so you don't want to take chances. 

Topics: Call Center Insights Customer Service Insights

The Best Advice for Contact Centers in 2018: The Experts Weigh In

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 of Contact Center industry experts. Tune into see Neal’s 3 featured tips for enhancing customer experience in 2018.

Topics: 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

How to Navigate and Implement your Outsourcing Contract

 

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 on the contract. Links to the other articles in this series are included below.

Topics: Customer Service Insights

Creating Effective Customer Service Outsourcing Contracts

A good customer service outsourcing contract spells out what success looks like, but can also become more flexible as customer support needs change.
Topics: Customer Service Insights