At Large with Customer Experience Expert Neal Topf
Excerpts of early 2017 interviews with Callzilla’s Neal Topf. […]
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 [...]
3 Metrics Essential to Improving your Contact Center Quality Score
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. […]
5 Ways to Utilize SMS Services to Improve Your Customer Experience
As the channels that our customers use to communicate with us change, we need to adapt our communication methods. Phone calls and email support will continue to exist, but in the spirit of improving the customer’s experience overall, we can do better. SMS, or text messaging services, are becoming a popular way to meet our customers where they are… their phones! Here are a few ways to implement the SMS channel in your business, in a way that’s both efficient for the customer and cost effective for your business: […]
Smart IVR Solution: ensure the correct connection for your customers
When talking about call center services, efficiency and cost savings are 2 factors that are usually included in this conversation. “How can we make this faster and cheaper?” is the one-million-dollar question. And most of the tools we use for customer service do both of these, with the added improvement to customer satisfaction. […]
Self Customer Service: The Different Options and Best Practices
While allowing customers the ability to chat with an agent to reach a solution to any problem or question they may have is an important aspect for the customer experience, empowering customers to find the solution on their own is essential. Self customer service channels provide customers with the ability to find a solution to their issue without a customer service agent’s help. Allowing customers the option of independence and quick solutions improves customer sentiment towards a brand or business by instilling the idea that their products and services are user friendly. This article will [...]
Why Omnichannel Call Centers are a Scalable Solution
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. […]
Customer Experience4 Book Release
CX professionals share their thoughts on achieving impact & visibility through CX […]
Social Awareness
A lot of people in our field are repeating the same social media content. That’s OK. The problem is the people who aren’t. […]
3 Factors that Determine A+ Customer Service Outsourcing
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. […]
