This month I had a rare opportunity to see General Motors’ customer care operation in Detroit. GM has won awards for customer care (I saw them hanging on the wall) and from what I could see the praise is well deserved. […]
A customer’s experience can only be as good as the agent’s training, coaching and style of interaction. […]
When it comes to hiring nearshore agents, Callzilla has enjoyed some great successes and some equally hideous experiences. […]
A highly skilled agent with a rotten personality can do more harm than good. Here’s how we identify the best nearshore agent candidates. […]
As the new year kicks off, check out ICMI’s new list of Top 50 Thought Leaders for 2017. […]
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. […]
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. […]
Within 30 days of hiring Callzilla, a commercial lender saw big changes in its speed and accuracy. Here’s the story. […]
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. […]
A large music distributor had handled customer service in-house since the beginning. But in 2016, it entrusted a portion to Callzilla. […]
