5 Call Center Trends in 2024

Keeping up with all the growing trends within the call center industry in 2024 can be exhausting. Here, we will cut through the noise to highlight the fundamental changes you must watch to stay ahead of the curve. Call centers have been at the frontline of customer service for a long time, but in 2024, they’re evolving further. As technology and customer expectations and needs change, call centers must become much more innovative with their strategies. These trends are setting new standards for the industry to provide the best customer experience. If you are one [...]

By Neal Topf|2024-09-17T18:21:20-04:00September 12, 2024|Customer Experience|

Which is the Best Call Center Certification to Outsource Your Company?

It is essential for companies to carefully research which certifications guarantee exceptional services and reliability of their outsourced call center. Let’s explore some of the best options in the market and find out what works better for our needs. In the current global market, outsourcing your company’s call center can be an intelligent move in improving your service delivery while optimizing costs. However, choosing the right business partner can be a tough decision that requires careful consideration. Certifications are a way to ensure that the outsourcing call center solutions company you are hiring adheres to [...]

By Neal Topf|2024-08-14T11:00:30-04:00August 14, 2024|Customer Experience|

3 Questions to Answer Before Offshore Outsourcing Your Company

Are you thinking about offshoring operations for your company but don’t know where to start? Let’s get into some of the most essential topics you must ask yourself when considering your next move and how to tackle them. Any company in a competitive field is constantly looking for ways to optimize operations and be more efficient. Offshore outsourcing is an established and increasing strategic solution for many. This way of conducting business is attractive because it enables cost reduction or access to a broader talent pool, among other advantages. However, there are some challenges along [...]

By Neal Topf|2024-08-13T16:42:22-04:00August 8, 2024|Customer Experience|

Guide to Customer Behavior Analysis: The First Steps

Knowing your customer and their behaviors is imperative to formulating effective marketing campaigns and business strategies. Understanding your customer means you have a clear picture about your customers behavior, needs, pain points, demographics, wants, and expectations. When a business understands their behaviors and experiences, they can really drive their business forward and create the opportunity for better curated products, services, and business plans. Analyzing customers that are interacting with your brand already will provide insight into your current customer base and allow for the potential to expand that current base. […]

By Neal Topf|2024-07-08T11:54:19-04:00December 15, 2022|Customer Experience|

How to Choose Between Nearshoring, Offshoring and Onshoring: 5 Pieces of Practical Advice

In the last decade, outsourcing has become a huge point of conversation and interest in the global IT and customer service industry. If a company wants to achieve significant cost savings and focus their resources on more profitable work, working with third party companies is most likely the strategy they will be going for. There are three types of outsourcing: nearshore, offshore, and onshore. What is each of these alternatives? […]

By Neal Topf|2024-07-08T11:50:03-04:00July 12, 2022|Customer Experience|

How Do We Make (Contact Center) Big Data Sexy?

Contact center Big data was the topic of this week’s #ICMIchat. I had the pleasure of hosing this chat, which got a little heated and showcased a few differing opinions among participants. Our goal was to make this topic interesting and sexy. Video clips below. […]

By Neal Topf|2024-07-08T11:46:24-04:00November 15, 2014|Customer Experience|

Service Automation: What it is and Some Examples

Today, the world revolves around technology, and the customer support industry is no exception to the rule. Just a couple of decades ago the only way to reach out to a company was by sending a letter, then telephone support came, and nowadays even that is starting to become out-of-date. The truth is that automated systems have taken over several services that call centers offer. Follow along and find out what customer service automation in the contact center industry is all about, and some examples of how it is already being implemented in our practices [...]

By Neal Topf|2024-07-08T11:43:47-04:00September 29, 2021|Customer Experience|

Offshoring Call Centers: A look at the pros and cons of an offshore call centers

Offshore call centers are contact centers that businesses can outsource to that are located in countries outside of the United States. These offshore call center services typically exist in developing countries that allow for low operational costs. Overseas call centers have their benefits, but they also have their drawbacks. […]

By Neal Topf|2024-07-08T11:30:39-04:00February 9, 2023|Customer Experience|

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 behavior modeling 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. […]

By Neal Topf|2024-07-08T11:01:00-04:00December 20, 2022|Customer Experience|

Transparency: Building Trust by Publishing Call Center Metrics

At least once each week, I talk with an executive who is underwhelmed by their contact center services provider. If he or she helped hire the provider, he or she is frustrated — maybe even embarrassed — about the situation. So, naturally, their core worry is: will Callzilla embarrass me too? […]

By Neal Topf|2024-06-27T18:15:03-04:00May 5, 2016|Customer Experience|