Call Center Success Stories: Helping a Lender Make Offers 30% Faster
Within 30 days of hiring Callzilla, a commercial lender saw big changes in its speed and accuracy. Here’s the story. […]
Choosing the Right Contact Center Outsourcing Partner
A company puts a lot on the line when it hires a contact center outsourcing partner. It’s not a commodity service, where one vendor is as good as any other. A great contact center makes the client look great, and a poor contact center can create a disaster. […]
Call Center Technology Wish List
If you had a limited budget and could introduce only one new customer service technology into your contact center, what would it be? Here’s how some pros answered. […]
50 Customer Experience Experts to Follow in 2017 (#CustServ)
As the new year kicks off, check out ICMI’s new list of Top 50 Thought Leaders for 2017. […]
Callzilla’s Top 10 Posts in 2016
HAPPY NEW YEAR! From reflections on visiting with GM’s #custserve team, to encounters with Geico, team member profiles, and responding to a New York Times article, 10 posts stand out as our most-shared. In case you missed any, here’s a quick list. […]
Who’s Who: Contact Center Manager Natalia Diaz
Natalia Diaz has been instrumental in Callzilla’s growth over the last 10 years. She started out in finance, earned more and more responsiblity, and today is in charge of all operations at the agent level. […]
Outsourced Contact Center Callzilla Adds Clients, Awards, Talent
In 2016, Callzilla landed additional brand-name clients, won awards from Customer Magazine and the International Customer Management Institute, added a seasoned Executive Vice President of Sales, and rolled out publications for contact center outsourcing decision makers. […]
The Champion Challenger Model & Framework
Reflections on going head to head with a client’s incumbent contact center services provider. […]
Who’s Who: Quality Assurance & Training Manager Liliana Ramirez
Our QA & Training manager has to be strict about performance, but she does it with encouragement. […]
Lessons Learned in Hiring Nearshore Contact Center Agents
A highly skilled agent with a rotten personality can do more harm than good. Here’s how we identify the best nearshore agent candidates. […]
