Becoming the Best in Nearshore Customer Care, One Painstaking Hire at a Time
When it comes to hiring nearshore agents, Callzilla has enjoyed some great successes and some equally hideous experiences. […]
4 Hacks to Better Manage Your High Quality Contact Center
A customer’s experience can only be as good as the agent’s training, coaching and style of interaction. […]
How General Motors Built a Great Social Media Program
This month I had a rare opportunity to see General Motors’ customer care operation in Detroit. GM has won awards for customer care (I saw them hanging on the wall) and from what I could see the praise is well deserved. […]
The Rules of the Game
During an August trip to Detroit I had the good fortune to meet people from some very well known brands: General Motors, Fiat-Chrysler, Kellogg’s, Domino’s Pizza, Flagstar Bank and Volkswagen. They all had one thing in common: They were interested in gamification. […]
Making Friends with a Beauty Queen
To me, Zappos has always seemed like the beauty queen of customer service. Everyone in our industry gushes about how beautiful she is. Not all of us can be Zappos. […]
Pondering Forgiveness After My Surprising Customer Service Experience
Until this summer, the only times I’ve had to deal with the customer service offered by insurance companies is when I bought or renewed a policy. Then I was in a car accident. […]
Customer Service & Support Shortcuts Get Companies Stuck in Ugly Places
Customer service shortcuts get companies stuck in ugly places. Why is that so hard to grasp? […]
It’s A-Me, Mario!
Here’s the scoop on an ongoing debate between Jeff Tolster, Nate Brown, and me. […]
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. […]
Reinforcing the Importance of Contact Center Quality Management
Here’s a concept I encountered in an ICMI chat session about integrating new members into a team: “Once everyone is on board, you want them singing from the same hymn sheet.” […]