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Inside the Quality-First Contact Center

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

Callzilla Celebrates 17 Years

We recently celebrated our 17th anniversary at Callzilla, and what a year it's been! This year has been all about refocusing on what's most important: our people. In the customer service industry, people are at the center of everything we do, whether that be our customers, clients, or employees. Let's take a look back at what we've accomplished this year.

Topics: Call Center Agents Event Recaps Industry News Customer Service Insights Contact Center Outsourcing

#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

Ensuring Customer Satisfaction: CSAT and Voice of Customer (VOC)

Find out why these 2 metrics are essential to understand your customers and improve your overall customer service experience

Keeping track of customer feedback can be a difficult process. In this article, we want to tell you about the two principal methods used by companies, along with the different ways they can be set up.

Topics: Customer Service Insights

Outbound and Inbound Call Center Services: What's the Difference?

When people think about outsourced call centers they think about a bunch of people answering questions via a phone call; truth is all contact centers receive calls and some are in charge of calling customers back. This is part of what an inbound and outbound call center is. Here are the main differences between these two types of contact center and what determines your own contact center from being one or the other.

Topics: Customer Service Insights

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