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. […]
The Best Advice for Contact Centers in 2018: The Experts Weigh In
The overwhelming sound of the outside world can often get in the way of the most important voices to listen to. In a recent article on fonolo.com, Callzilla President and CEO Neal Topf was featured as part of a list of Contact Center industry experts. Tune into see Neal’s 3 featured tips for enhancing customer experience in 2018. […]
5 Omnichannel Metrics to Add to Your Dashboard
For those looking to get a handle on how their customer experience is being qualified, we need to get rid of the kitchen sink mentality-don’t throw in every metric. What matters is that your customers are happy, regardless of what contact channel they’ve chosen to use. Below are four metrics to add to our dashboards to measure against that goal. […]
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.) […]
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 [...]
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. […]
The Do’s and Don’ts of Hiring a Customer Service Outsourcing Provider
If your business has never relied on customer service outsourcing, you might be wondering what to look for when evaluating different providers. Knowing what separates an outstanding contact center from the others may not always be clear during your initial search. Moreover, it’s easy to fall into the trap of selecting the first outsourcing provider on your radar because analyzing many options can be overwhelming, especially when you have other core work responsibilities. […]