Empowered Agents, Happy Customers

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. […]

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.”  […]

When we talk about continuous improvement at Callzilla, we’re talking about how we work and about the kind of work we do. […]

  We’re celebrating a milestone! We’ve earned ISO 9001:2008 certification for our quality management system. […]

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. [...]

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 [...]