The HVAC Uncensored podcast, hosted by experienced HVAC professional, Gil Cavey Jr., covers a wide range of topics related to the HVAC industry. He covers technical issues, industry news, and business strategies, with interviews from other industry professionals sharing their experiences and insights.

The podcast is aimed at HVAC professionals, including technicians, contractors, and business owners, as well as anyone interested in learning more about the HVAC industry. It provides a platform for open and honest discussions about the challenges and opportunities in this career. Gil takes an uncensored approach to not shy away from discussing controversial or taboo topics, and him and his guests are not afraid to speak their minds. With this approach, the podcast has built a loyal following among HVAC professionals (with a Facebook group of 40k+ members) who appreciate the hosts' frank and honest discussions.

These past few years have significantly changed the way we work, with many individuals working from home. Callzilla has a headquarters in Miami, FL, two sites in Bogotá, Colombia, as well as an extensive remote workforce. While there are several benefits to remote work, including increased flexibility, reduced commute time, and improved work-life balance, it can also be challenging to manage the isolation, loneliness, and stress that come with it. Studies have shown that having a pet can help to alleviate some of these issues and promote better mental health.

The HVAC industry, which stands for Heating, Ventilation, and Air Conditioning, is a critical part of the construction and maintenance of buildings, as well as a vital component of home comfort. As such, delivering excellent customer experience in the HVAC industry is paramount to ensuring customer satisfaction and loyalty. In this article, we’ll explore some of the key factors that influence customer experience in the HVAC industry.

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.

Continuing with a closer look of our talented and hard-working staff, it is our great pleasure to introduce to you our new Client Success Coordinator, Rodrigo Sequeda.

This week's weekly #ICMIchat twitter chat centered on how to build a high performance contact center agent culture and agent morale. It was a well attended chat, and as a nearshore outsourced call center, my interest in the topic lies around, "How do we define a high performance culture?" Or, more simply, "How do we define culture?"

"Constant evolution is essential in the contact center industry." Our recent article, posted on ICMI.com, authored by Callzilla President and CEO Neal Topf, features 5 notable trends to watch to stay ahead of the curve as contact centers continually grow and evolve.

"Training agents is mission critical in the customer service industry, whether your agents are in-house, offshore, onshore, nearshore, or outsourced."

Our recent article, posted on ICMI.com, features four important tips worth considering during the contact center agent training process. 

Our QA & Training manager has to be strict about performance, but she does it with encouragement.

A highly skilled agent with a rotten personality can do more harm than good. Here's how we identify the best nearshore agent candidates.