The contact center world is drowning in metrics
The contact center world is drowning in metrics. Average handle time. Service levels. Disposition codes. Customer satisfaction scores. Net promoter this. Effort score that. Let me be blunt: It's all mental masturbation. We fill libraries with articles debating the "top 5 metrics" while missing the only things that actually matter: Did the customer's problem get resolved? How much effort did it take? Could they easily escalate if needed? Professional organizations. Analyst firms. Certification bodies. They've all created frameworks, standards, and endless reports. But here's the truth: No certification guarantees a great customer experience. What [...]
Callzilla’s Customer Experience Vision Statement
Callzilla has been undergoing some fundamental changes in a project that we refer to as “Callzilla 2.1”. As the customer service industry evolves, it’s also necessary for it’s providers to [...]
Expanding Our Leadership Team, Welcome Andrea Osorio as Callzilla’s Senior HR Manager
We are happy to welcome another strong leader into our Callzilla family! Andrea, our Senior Human Relations Manager, has a Bachelor degree in Psychology and a Postgraduate Diploma in Human [...]
Rewarding Top Notch Service to our Customers and Clients, The Sylvia Caballero Award 2020
The Sylvia Caballero Award was created in honor of our late Client Success Manager. Sylvia was with Callzilla for many years, helping to grow our business from an up and [...]
Callzilla’s Approach to Client Success
For Callzilla, Client Success is at the heart of our business. Our company culture revolves around the satisfaction of our customers and the success of our client partnerships. I had [...]
