Leaning In to Nonconformity
We’re celebrating a milestone! We’ve earned ISO 9001:2008 certification for our quality management system. […]
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.” […]
Becoming the Best in Nearshore Customer Care, One Painstaking Hire at a Time
When it comes to hiring nearshore agents, Callzilla has enjoyed some great successes and some equally hideous experiences. […]
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. […]
Life Doesn’t Follow a Script. Why Should a Contact Center?
Delivering a great customer experience comes down to getting the basics right. […]
I’m Listening
The single best piece of advice I’ve ever received, and the four C’s that shape how I interact with clients and prospects. […]