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. […]
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. […]
The holidays are just around the corner, is your contact center ready? […]
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. […]
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. […]
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: […]
“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. […]
Callzilla recently implemented live chat customer service capabilities for a client. This client, a subscription-based live television streaming service, initially only offered email as a means of customer service. Reflecting the bad old days of email customer care, response times ranged between 3 to 5 business days and time-to-resolution untold, their customer satisfaction rate was very low and had it been measured, customer effort, very high. In partnering with Callzilla, they implemented new channels—phone and most recently, live chat, for a multi-channel customer service approach. What we’ve found is that many of their customers experience [...]
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. […]
