At least once each week, I talk with an executive who is underwhelmed by their contact center services provider. If he or she helped hire the provider, he or she is frustrated — maybe even embarrassed — about the situation. So, naturally, their core worry is: will Callzilla embarrass me too? […]
A customer’s experience can only be as good as the agent’s training, coaching and style of interaction. […]
Trends, trends, trends. How about advances not happening that should? Here’s my first example – your thoughts? […]
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. […]
The holidays are just around the corner, is your contact center ready? […]
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. […]
How nearshore Callzilla outperformed 3 U.S. contact centers. […]
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. […]
