Contact center Big data was the topic of this week’s #ICMIchat. I had the pleasure of hosing this chat, which got a little heated and showcased a few differing opinions among participants. Our goal was to make this topic interesting and sexy. Video clips below. […]
I’m talking about Gamification, one of the most important tools in contact center employee engagement, at two industry events. […]
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? […]
We’re celebrating a milestone! We’ve earned ISO 9001:2008 certification for our quality management system. […]
When we talk about continuous improvement at Callzilla, we’re talking about how we work and about the kind of work we do. […]
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.” […]
Here’s the scoop on an ongoing debate between Jeff Tolster, Nate Brown, and me. […]
Customer service shortcuts get companies stuck in ugly places. Why is that so hard to grasp? […]
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. […]
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. […]
