Inside the Quality-First Contact Center

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.

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. Without proper customer service skills, language proficiency and adequate technical expertise, the agents will fail in their duties. But what are the qualities of a good call center representative anyway? Quality training is for support agents is something Callzilla invests heavily in. This article by Callzilla CEO, Neal Topf discusses some of our tips for training outsourced agents.