Inside the Quality-First Contact Center

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.

3 Tips for a Better Customer Experience:

  • Become really close with vendors and make the good ones your partners. They have the technology we need, and the expertise and infrastructure to develop this.
  • Automation is King, but so is context; not everything can be automated. Become good at automating a few things and know in each of your lines of business what those things should be.
  • Live agents matter now more than ever. Know what and how to utilize them and treat them well so the good ones don’t leave. Employee satisfaction is the barometer of our business.

As industry trends continue to shift and change, these 3 tips will continue to help your contact center in 2018. Partnering with good vendors, automating processes that make sense, and treating your agents with respect are all ingredients in the recipe for a better customer experience.

To read the full article, visit fonolo.com or click here.

Topics: Customer Service Insights