Inside the Quality-First Contact Center

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.

Topics: Omni-Channel Customer Service Customer Service Insights

4 Things to Consider When Staffing for Peak Season

The holidays are just around the corner, is your contact center ready?

Topics: Call Center Insights

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. 

Topics: Call Center Insights Customer Service Insights

SOCAP Florida's New Leadership Team Member

Congratulations to our very own Client Services Manager, Corey Klein! We are pleased to announce that Corey will be joining the SOCAP Florida Chapter’s Leadership team as a Communications/Secretary Officer.

Topics: Industry News

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.

Topics: Customer Service Insights

Callzilla and Corporate Social Responsibility

Callizilla is proud to announce the launch of our new Corporate Social Responsibility (CSR) program, Callzilove.

Corporate Social Responsibility (CSR) at Callzilla is about demonstrating and sustaining our commitment to conducting business in a responsible manner. We have a unique opportunity to make positive economic, social and environmental impacts across the communities in which we operate. We can only achieve these goals by conducting business in accordance with the highest ethical standards and by respecting accepted international principles for human rights.

Topics: Culture and Morale About Callzilla

The Contact Center Must Evolve: 5 Trends to Watch

"Constant evolution is essential in the contact center industry." Our recent article, posted on ICMI.com, authored by Callzilla President and CEO Neal Topf, features 5 notable trends to watch to stay ahead of the curve as contact centers continually grow and evolve.

Topics: Call Center Agents Call Center Insights

Customer Contact Week 2018 Key Insights

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:

Tips for Training Outsourced Agents

"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. 

Topics: Call Center Agents Call Center Insights

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 a whole host of problems but this company was unaware because they utilized the wrong channels. This approach worked for this client, but why? Can it work for all businesses?

Topics: Call Center Technology Customer Service Insights