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Inside the Quality-First Contact Center

The Do’s and Don’ts of Call Center Management

What is call center management?

Call center management is the process of running the daily operations of a call center in which leadership develops and monitors quality customer interactions for all customers. Supervisors utilize proper call center software to educate their agents on good customer care. It is important that contact center agents be excellent communicators who are equipped with extensive knowledge on products and services. A successful call center starts with the agent engaging with customers and focusing on phone call resolution.

Topics: Call Center Insights

Callzilla is (Officially!) a Great Place to Work

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.

Topics: Call center outsourcing

Build a Custom ChatBot That Fits Your Business Needs

ChatBots are only as effective as you make them, so the unique customization that Callzilla offers our clients is what sets our bots apart. Our frontend designs fit seamlessly into your website and mobile app, and our custom dashboards give you extensive insight into both the bot’s performance and your customer’s experience with your brand. Speaking of customer experience, that is customizable too!

Topics: Call center outsourcing

Callzilla Celebrates 17 Years

We recently celebrated our 17th anniversary at Callzilla, and what a year it's been! This year has been all about refocusing on what's most important: our people. In the customer service industry, people are at the center of everything we do, whether that be our customers, clients, or employees. Let's take a look back at what we've accomplished this year.

Topics: Call Center Agents Event Recaps Industry News Customer Service Insights Contact Center Outsourcing

How to Choose Between Nearshoring, Offshoring and Onshoring: 5 Pieces of Practical Advice

In the last decade, outsourcing has become a huge point of conversation and interest in the global IT and customer service industry. If a company wants to achieve significant cost savings and focus their resources on more profitable work, working with third party companies is most likely the strategy they will be going for. There are three types of outsourcing: nearshore, offshore, and onshore. What is each of these alternatives?

Customer Contact Week: A look at the 2022 Agenda

Customer Contact Week (CCW) is the largest event of its kind, taking place every year in Las Vegas, NV. What started as Call Center Week in 1999, CCW rebranded in 2018 to focus on a more wholistic view of the industry, bringing customer care, CX, and contact center leaders together with their conference and expo combo. “If you have a customer, you belong at Customer Contact Week”.

This year’s event will take place June 20-23 at Caesars Forum, a beautiful new venue from Caesars Entertainment. The event organizers describe this years’ experience as an “endless buffet of content”, which sounds quite enticing. Let’s take a look at some of the content you can expect if you’re planning to attend.

CX World Games 2022: Opening Ceremony and First Challenge

The Customer Experience World Games 2022 are underway! In our previous blog, we covered the purpose of the games and its history. Now that the captains are set and teams are formed, the games began on Friday, June 3rd with an opening ceremony and an announcement of the first challenge.

Are You Up for the Challenge?: Benefits of the Champion Challenger Outsourcing Model

The champion challenger model is a method that allows different approaches to testing solutions in a production environment. Think A/B testing, but in this case, we’re looking for the most efficient outsourcing solution. There are plenty of outsourcers with a pitch that sounds like they’re the perfect match for you: low cost, high quality, top performers, perfect!  

Topics: Call center outsourcing

What is Application Outsourcing and Its Benefits?


More than ever, it’s important for a company to have efficient and reliable technology solutions. Consequently, many companies have in-house teams to develop and manage IT solutions and services according to their needs. This can be cumbersome and might lead to a diversion of resources which can hinder the growth of the company and its digital transformation. That is why so many companies have turned to application outsourcing. As businesses are facing a difficult situation in which skilled workforce is scarce and resources limited, they choose to outsource, letting a third-party company or vendor manage their services and applications.

Topics: Call center outsourcing Nearshore outsourcing

Callzilla honored as bronze stevie® award winner in 2022 american business awards® | Callzilla

MIRAMAR, FL – April 28, 2022 – Callzilla was named the winner of a Bronze Stevie® Award in the Customer Service Team of the Year category in The 20th Annual American Business Awards® today.