All you have to know about Customer Experience
Lessons Learned in Hiring Nearshore Contact Center Agents
A highly skilled agent with a rotten personality can do more harm than good. Here’s how we identify the best nearshore agent candidates. […]
The Champion Challenger Model & Framework
Reflections on going head to head with a client’s incumbent contact center services provider. […]
50 Customer Experience Experts to Follow in 2017 (#CustServ)
As the new year kicks off, check out ICMI’s new list of Top 50 Thought Leaders for 2017. […]
Call Center Technology Wish List
If you had a limited budget and could introduce only one new customer service technology into your contact center, what would it be? Here’s how some pros answered. […]
Choosing the Right Contact Center Outsourcing Partner
A company puts a lot on the line when it hires a contact center outsourcing partner. It’s not a commodity service, where one vendor is as good as any other. A great contact center makes the client look great, and a poor contact center can create a disaster. […]
Call Center Success Stories: Helping a Lender Make Offers 30% Faster
Within 30 days of hiring Callzilla, a commercial lender saw big changes in its speed and accuracy. Here’s the story. […]
Creating Effective Customer Service Outsourcing Contracts
A good customer service outsourcing contract spells out what success looks like, but can also become more flexible as customer support needs change. […]
Apparel Retailer Finds Perfect Fit with Callzilla’s E-Commerce Customer Care
An apparel retailer tapped us for extra help, including e-commerce customer care, during the holiday rush. In just 60 days, we outperformed their other center on QA scores and other metrics. […]
Media Giant Taps Callzilla to Modernize E-Commerce Customer Care
A large music distributor had handled customer service in-house since the beginning. But in 2016, it entrusted a portion to Callzilla. […]
6 Tips on Effective Call Center Gamification [Checklist]
Gamification can help you measure a variety of metrics in a very public way. […]