All you have to know about Customer Experience
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. […]
“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 evolve. […]
For those looking to get a handle on how their customer experience is being qualified, we need to get rid of the kitchen sink mentality-don’t throw in every metric. What matters is that your customers are happy, regardless of what contact channel they’ve chosen to use. Below are four metrics to add to our dashboards to measure against that goal. […]
Substance. Not something Las Vegas is always known for. Glitz, glamour, show-time, the lights, the parties. You know the rest. I’m happy to report, however, that the ERA D2C event in Vegas last week was full of very shareable moments and concrete key takeaways. […]
Delivering a great customer experience comes down to getting the basics right. […]
About 7 in 10 say “never”. But there’s a bright spot: about 8 in 10 say that experiencing good live customer care probably would have changed their mind. […]
Answer: about half of adults under 50, according to Pew Research’s “Online Shopping & E-Commerce” report released earlier this year. […]
How nearshore Callzilla outperformed 3 U.S. contact centers. […]
Why isn’t multi-channel customer care friendlier to mobile phone users? Second in a series about call center trends that aren’t happening and should. (Links to other posts in this series at the bottom.) […]
Two chats at a trade show gave me shocking reminders about some of our competition. These exchanges got me thinking about how much the idea of a cheap call center will cost plenty in the long run. […]
