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. […]
Corporate Peyote: Callzilla’s Vision for Quality Assurance in the Call Center
Last year, we decided that Callzilla needed to better articulate our core beliefs. I felt some fear and loathing toward the task. I hate those motivational posters as much as you do. […]
Leaning In to Nonconformity
We’re celebrating a milestone! We’ve earned ISO 9001:2008 certification for our quality management system. […]
Transparency: Building Trust by Publishing Call Center Metrics
At least once each week, I talk with an executive who is underwhelmed by their contact center services provider. If he or she helped hire the provider, he or she is frustrated — maybe even embarrassed — about the situation. So, naturally, their core worry is: will Callzilla embarrass me too? […]
On Cloud 9: Hot Topic at Call Center Industry Events is Employee Engagement Through Gamification
I’m talking about Gamification, one of the most important tools in contact center employee engagement, at two industry events. […]
How Do We Make (Contact Center) Big Data Sexy?
Contact center Big data was the topic of this week’s #ICMIchat. I had the pleasure of hosing this chat, which got a little heated and showcased a few differing opinions among participants. Our goal was to make this topic interesting and sexy. Video clips below. […]
Challenges with Remote Customer Service Agents | Callzilla
As you search for a customer support solution, it is important that you have all the information needed to make the right decision for your customers. This week’s #ICMIchat focused on remote agents in the contact center. Although Callzilla does not have any remote agents in our nearshore contact center, we hear our client’s headaches and have come to know there are a variety of challenges and benefits associated with outsourcing agents in a call center. […]
What Qualities Should Your Call Center Representative Have?
If you have partnered with or vetted the services of a contact center outsourcing partner for your business, it is important that you know the roles played by call center agents. To put it simply, these agents represent your business. Why? They serve as the point of contact between you and your treasured customers. They’re the ones who attend to client concerns and the very people that become advocates for your goods or services. With that being said, it is important that you work with a contact center that trains and screens their employees efficiently. [...]
Callzilla at SOCAP Indy 2022
The Great Place to Work Certification recognizes employers who create an outstanding employee experience. Because employee feedback and independent analysis determine the scores, this Certification helps job seekers distinguish which companies genuinely offer a great company culture. […]
