Latest Additions: Evolving from Phone and Email to a Omni-Channel Contact Center
When we talk about continuous improvement at Callzilla, we’re talking about how we work and about the kind of work we do. […]
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.” […]
It’s A-Me, Mario!
Here’s the scoop on an ongoing debate between Jeff Tolster, Nate Brown, and me. […]
Customer Service & Support Shortcuts Get Companies Stuck in Ugly Places
Customer service shortcuts get companies stuck in ugly places. Why is that so hard to grasp? […]
The Rules of the Game
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. […]
How General Motors Built a Great Social Media Program
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. […]
4 Hacks to Better Manage Your High Quality Contact Center
A customer’s experience can only be as good as the agent’s training, coaching and style of interaction. […]
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. […]
Lessons Learned in Hiring Nearshore Contact Center Agents
A highly skilled agent with a rotten personality can do more harm than good. Here’s how we identify the best nearshore agent candidates. […]
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. […]