All you have to know about Customer Experience
Leaning In to Nonconformity
We’re celebrating a milestone! We’ve earned ISO 9001:2008 certification for our quality management system. […]
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. […]
Reinforcing the Importance of Contact Center Quality Management
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.” […]
It’s A-Me, Mario!
Here’s the scoop on an ongoing debate between Jeff Tolster, Nate Brown, and me. […]
Customer Service & Support Shortcuts Get Companies Stuck in Ugly Places
Customer service shortcuts get companies stuck in ugly places. Why is that so hard to grasp? […]
Pondering Forgiveness After My Surprising Customer Service Experience
Until this summer, the only times I’ve had to deal with the customer service offered by insurance companies is when I bought or renewed a policy. Then I was in a car accident. […]
Making Friends with a Beauty Queen
To me, Zappos has always seemed like the beauty queen of customer service. Everyone in our industry gushes about how beautiful she is. Not all of us can be Zappos. […]
The Rules of the Game
During an August trip to Detroit I had the good fortune to meet people from some very well known brands: General Motors, Fiat-Chrysler, Kellogg’s, Domino’s Pizza, Flagstar Bank and Volkswagen. They all had one thing in common: They were interested in gamification. […]
How General Motors Built a Great Social Media Program
This month I had a rare opportunity to see General Motors’ customer care operation in Detroit. GM has won awards for customer care (I saw them hanging on the wall) and from what I could see the praise is well deserved. […]
4 Hacks to Better Manage Your High Quality Contact Center
A customer’s experience can only be as good as the agent’s training, coaching and style of interaction. […]
