#contactcenterworld, @Callzilla

Neal Topf with Callzilla called ContactCenterWorld.com Conferences "Different than anything else out there" and intends on being back in 2016. We asked him about some of his takeaways from attending a couple of Conferences last year and the benefits from his perspective.

You attended one of our events in the past, can you share 2 or 3 ideas from the event you took away and what you did with those ideas?
Work Force and adherence. Wrap up time minimization techniques and measurements.


When you attended our event, you likely had to convince someone it was worth attending - how and what did you do to get their approval of you attending?
We didn't have to convince anyone fortunately!


How has attending this event benefitted (1) You personally (2) Your company
Networking, access to best practices, business development, idea exchange and fun!


What exciting projects do you have planned in 2016?
ISO 2008:9001 international quality certification.


When it comes to motivating your staff, can you share some ideas about what you do?
Employee engagement directly impacts customer satisfaction. Gamify learning and performance. Provide new, relevant activities for employees based on their stated preferences. Constantly survey the employee base on their satisfaction, allow them to voice opinions and come up with solutions.


With regard to improving service for customers, can you share a couple of things you think you do differently than other companies?
Incentivize employees around C Sat, customer experience, NPS, Customer Effort Scores, not around transactions or call-related data like number of calls answered, number of sales made or Average Order Value.


When it comes to technology, what exciting technology implementations have you done in the recent past, or plan to this year and can you share some details why you are excited?
Omni-channel is the future. We have enhanced our chat, email, and social care platforms. We have introduced a self-developed call back function so that callers don't have to wait in queue, they can opt in to receive an automatic call back.


How useful would a delegate only forum be where you can share ideas and updates with people you met at the event you attended?
Moderately. It is similar to LinkedIn groups. I admit I read the headlines of these, but seldom enter. I worry the same would happen with this proposed forum.


Right now we are creating training content for all aspects of contact centers and customer engagement, are you interested in contributing some of your experiences by sharing them as written best practices, so we can add you as a contributor to these training guides? And, if so what areas of expertise would you be willing to be considered an expert in?
Yes - Gamification, eLearning.


Lastly, if you had a crystal ball and could see into the future, what would you say a contact center would like in 5 years time? and 10 years time? and how might the world of contact centers and the way we interact be different than they are today?
Premium model - pay for premium service. Video chat. Text messaging. Snap chat type messaging.