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 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.

Topics: Omni-Channel Customer Service Call Center Insights

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.)

Topics: Omni-Channel Customer Service

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.

Topics: Omni-Channel Customer Service

Latest Additions: Evolving from Phone and Email to a Omni-Channel Contact Center

When we talk about continuous improvement at Callzilla, we're talking about how we work and about the kind of work we do.

Topics: Omni-Channel Customer Service