6 Tips on Effective Call Center Gamification [Checklist]
Gamification can help you measure a variety of metrics in a very public way. […]
Call Center Trends NOT Happening #1: Eye Contact (Why Not?)
Trends, trends, trends. How about advances not happening that should? Here’s my first example – your thoughts? […]
Call Center BPO Automation & Where Humans Fit In
There is talk about advances in artificial intelligence, virtual reality and the like putting live agents out of work, but Callzilla leadership views them as tremendous opportunities to add value. Callzilla President Neal Topf had the pleasure to serve on a panel assembled by Fonolo The purpose and topic of this panel was “Call Center BPO Automation: Where Do Humans Fit In?” He joined Shai Berger, Fonolo, CEO; Mark Hillary, IT Decisions, CEO/Writer; Peter Ryan, Ryan Strategic Advisory, Principal; and Jeremy Watkin, FCR, Head of Quality. Daniela Puzzo, Director of Marketing at Fonolo, moderated the discussion. [...]
At Large with Customer Experience Expert Neal Topf
Excerpts of early 2017 interviews with Callzilla’s Neal Topf. […]
Wireless Giant Upgrades Inbound Call Centers to Stem Churn
A leading U.S. wireless carrier had been using outsourced contact centers in the Philippines, India, Palestine, and Ohio to serve a segment of its market. Compared to the company’s benchmarks, none of the four centers converted enough calls into sales, resolved enough issues on the first call, or handled live chat well. Callzilla outperformed all four of the other centers on QA and First Call Resolution within about seven months. Among the improvements: contract renewals rose from 50 percent to 85 percent. […]
Call Center Technology for Enhanced Customer Experiences
Proprietary call center technology plays a tremendous role in Callzilla’s ability to provide full-service outsourced contact center services to its customers. […]
Top 5 Reasons to Outsource your Customer Service
For those who have considered a contact center for outsourcing their business’ customer service, there is always hesitancy, especially regarding the quality of the calls, and how their customers would be serviced. After all, turning over a crucial piece of business functionality can have an effect on your customer satisfaction, and be the deciding factor in whether or not customers continue utilize your products and services. […]
Why Live Chat is the Channel That’s Changing the Customer Care Game
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 [...]
Tips for Training Outsourced Agents
“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. […]
Customer Contact Week 2018 Key Insights
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: […]
