Metrics That Matter to the Outsourced Spanish Contact Center: an Interview with ICMI

Callzilla President, Neal Topf, has been an enthusiastic and eager participant in International Customer Management Institute’s (ICMI) weekly Twitter chats.  The chats are attended by fellow industry leaders discussing topics that evolve on a monthly basis covering contact center trends … Continue reading




Customer Care is NOT a Small World After All

I’ve been around what seems like the world in the last 2 weeks, including a stopover at Disney’s Magic Kingdom, and I feel like I’ve seen it all in the spectrum of customer care and customer experience: the awful, the … Continue reading




Gamification in the Contact Center

Callzilla is a strong supporter of gamification in the contact center. With a younger workforce drawn to stimulation and interactive learning, we have found a creative solution that engages agents by fostering an atmosphere where learning and training are ‘always on’ and … Continue reading




Customer Service Lessons: Was the Comcast Thing Really That Bad?

Did I grab your attention with that ridiculous question? YES, it was bad, but it’s not so simple. In case you haven’t seen it, you can view it here. In this scenario it’s important to understand the customer service backdrop … Continue reading




Leveraging Contact Center e-Learning and Gamification with Human Capital is a Winning Formula

Last week the ICMI hosted a twitter chat (#ICMIChat) which focused on contact center eLearning and Gamification in the contact center. Underpinned by your contact center technology and your human capital, it’s a fascinating topic and one that is evolving … Continue reading




The Nearshore Call Center: Reflections on Call Center Week 2014

Mission accomplished. As a first time attendee, I made the exhausting red eye flight home from Call Center Week in Las Vegas asking if my attendance was worth it. I had mixed emotions – the trip was productive in many … Continue reading




Is the Spanish Contact Center The New Black (Licorice)?

“Not everybody likes licorice, but the people that like licorice, really like licorice.” – Jerry Garcia, The Grateful Dead So said a famous rock and roll guitarist describing the band he played in — that band’s following, while not the … Continue reading




Callzilla Agent is a Finalist for Best Contact Center Agent Award

What Defines a Great Call Center Agent? Highly competent: Agents who consistently service or assist customers complete transactions efficiently and effectively. Highly empathetic: Agents who can put “themselves in the customers shoes” to understand issues and then propose solutions. Highly … Continue reading




Children International and Callzilla: A Values Driven Partnership

Every year, Callzilla contributes a Children International, an important partner to Callzila. It is a phenomenal organization, and we’d highly recommend you check out their website to learn more about them - http://www.children.org/. As part of our partnership with Children International, … Continue reading




ICMI Recognizes Callzilla as Award Finalist for Best Contact Center Outsourcing Partnership

Following a highly competitive application process, the International Customer Management Institute (ICMI) selected Callzilla, the leader in Hispanic Customer Engagement and our client, Rosetta Stone, as a finalist for Best Contact Center Outsourcing Partnership award category. Winners will be announced … Continue reading