Life Doesn’t Follow a Script. Why Should a Contact Center?
Delivering a great customer experience comes down to getting the basics right. […]
How Often Do Consumers Go Back After They Switch Companies?
About 7 in 10 say “never”. But there’s a bright spot: about 8 in 10 say that experiencing good live customer care probably would have changed their mind. […]
The Impact of Customer Reviews
Answer: about half of adults under 50, according to Pew Research’s “Online Shopping & E-Commerce” report released earlier this year. […]
This Technique Helped Increase Average Order Value 2x in Months
How nearshore Callzilla outperformed 3 U.S. contact centers. […]
Call Center Trends Not Happening #2: Mobile-Friendly Multi-Channel
Why isn’t multi-channel customer care friendlier to mobile phone users? Second in a series about call center trends that aren’t happening and should. (Links to other posts in this series at the bottom.) […]
Balancing Contact Center Cost vs. Value
Two chats at a trade show gave me shocking reminders about some of our competition. These exchanges got me thinking about how much the idea of a cheap call center will cost plenty in the long run. […]
How to Navigate and Implement your Outsourcing Contract
Forging a good vendor management contract is only the start. The challenge is in implementation. By itself, a contract is only a lot of words on paper. What counts is how the vendor implements it, and how the client oversees that implementation. That’s the heart of vendor management. When we work with the client, we eventually get to a contract that everyone is happy with. From there, we get it signed. And then that’s when the fun really starts. Throughout this conversation with Jeremy Hyde, the focus is on what happens after the ink dries [...]
I’m Listening
The single best piece of advice I’ve ever received, and the four C’s that shape how I interact with clients and prospects. […]
Quick, Change the Channel
Week before last, our client got hit with an adverse event. They placed an emergency call to us, asking that we scramble and immediately add channels. Our beautiful 30-day omni-channel roadmap was toast. […]
What Qualities Should Your Call Center Representative Have?
If you have partnered with or vetted the services of a contact center outsourcing partner for your business, it is important that you know the roles played by call center agents. To put it simply, these agents represent your business. Why? They serve as the point of contact between you and your treasured customers. They’re the ones who attend to client concerns and the very people that become advocates for your goods or services. With that being said, it is important that you work with a contact center that trains and screens their employees efficiently. [...]
