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Inside the Quality-First Contact Center

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

15 Customer Behavior Models and Examples of Implementation

Having a proper understanding of consumers and customer behavior is key to curating a successful business.Customer behaviormodeling utilizes previously obtained data to create customer cohorts, or segments. Creating these groupings allows for the prediction of reactions and actions of each cohort given a scenario based on their similarities and common prior behaviors. It is important to know the various behavior models and how to properly implement them.

Topics: Customer Service Insights

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