All you have to know about Customer Experience
“Training agents is mission critical in the customer service industry, whether your agents are in-house, offshore, onshore, nearshore, or outsourced.” Our recent article, posted on ICMI.com, features four important tips worth considering during the contact center agent training process. […]
We had the privilege of attending the 19th annual Customer Contact Week in Las Vegas. This gathering is one of the largest customer contact events in the US – and always offers us a wealth of industry insights. Here are some of the key takeaways from our time at the conference: […]
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. […]
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. […]
Contact center outsourcing allows business to focus on their core competencies and effectively manage human resource and IT cost centers to enable enhanced and sustainable business growth.Businesses aren’t experts at everything. Its natural for businesses to have competencies and value propositions. […]
Speech Analytics is the future of quality monitoring for Call Centers, and Callzilla is jumping right in! We have partnered with Observe.AI to automate tedious quality assurance tasks and receive faster actionable insights on a broader spectrum. Observe.AI performs a deep analysis of each audio recording, and gives us human-like insight on the result of that call. Our QA Monitors are able to quickly identify pain points based on the system’s analysis, and focus their time on providing Agent feedback and improving processes. We’re going to give you a run down on how the process [...]
Cost and quality go hand in hand when deciding whether or not to outsource a piece of your business. In our Complete Call Center Outsourcing Guide, we discuss outsourcing in general, and the different types of outsourcing: Onshore, Offshore, and nearshore. There are pros and cons to each option, but this article is for businesses that are looking for the best balance between quality and cost. To that effect, we’re going to dig in deeper into the benefits of nearshore call center services. […]
FAIRFAX, VIRGINIA – February 1, 2021 – Callzilla was presented with a Bronze Stevie® Award in the Contact Center or Customer Service Outsourcing Provider of the Year category in the 15th annual Stevie Awards for Sales & Customer Service last night. […]
There are various reasons why a company would decide to outsource their call center, as the cost of office space, training, and workforce can add up. This article from Customer Think details the costs you can expect with opening an in-house center, and the majority are related to employee expenses (hiring, benefits, productivity management, etc). With all of that investment, it can be disheartening to find that the attrition rate of onshore call centers is upwards of 30%. This burden alone pushes companies to outsource their service business, but why don’t you see that same [...]
Now that the industry is seeing a stronger preference from clients for Nearshore location solutions it is important to understand why, and what is next. While the rate of outsourcing to offshore locations such as the Philippines has slightly slowed, nearshore outsourcing has been growing at a tremendous rate. […]
