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Last week at a telecom trade show, I was amazed to hear what people were saying about the cost of their outsourced contact center operations, and what they get for the money. One company representative told me, “You will never beat what I am paying for in my Indian and Philippines call centers!” When he named the price, I saw right away the kind of bad deal he had. I responded that Callzilla's up-front price may be higher, "but your overall cost will be substantially lower. I guarantee it! Here’s why….” I explained that even [...]

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.”  […]

A new series where I ask what the hold up is on contact center industry advances First, a confession. I think I have Trends Fatigue. Industry news, blog posts, ads… added up they seem like a blur of blah blah about trends in omni-channel this and SaaS that. […]

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

Last year, we decided that Callzilla needed to better articulate our core beliefs. I felt some fear and loathing toward the task. I hate those motivational posters as much as you 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. So, naturally, their core worry is: will Callzilla embarrass me too?  […]

I’m talking about Gamification, one of the most important tools in contact center employee engagement, at two industry events. […]

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INTRODUCTION: Your “how to” blog post should teach the reader how to do something by breaking it down into a series of steps. Begin your blog post by explaining what problem you are going to solve through your explanation and be sure to include any relevant keywords. Add in a personal story to establish your credibility on this topic. And make sure to end your blog post with a summary of what your reader will gain by following your lead. Need some inspiration? Check out these “How-To” examples from the HubSpot blog: How to Write a [...]