A company puts a lot on the line when it hires a contact center outsourcing partner. It’s not a commodity service, where one vendor is as good as any other. A great contact center makes the client look great, and a poor contact center can create a disaster. […]
Gamification can help you measure a variety of metrics in a very public way. […]
Trends, trends, trends. How about advances not happening that should? Here’s my first example – your thoughts? […]
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. [...]
Excerpts of early 2017 interviews with Callzilla’s Neal Topf. […]
Proprietary call center technology plays a tremendous role in Callzilla’s ability to provide full-service outsourced contact center services to its customers. […]
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 [...]
“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: […]
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. […]
