Inside the Quality-First Contact Center

Bob Guarnieri

SVP of Sales at Callzilla. Focused on driving performance and quality across the board.

Recent Posts by Bob Guarnieri:

Nearshore Outsourcing: What Sets Bogotá Apart from Other Locations

Now that the industry is seeing a stronger preference from clients for Nearshore location solutions it is important to understand why, and what is next. While the rate of outsourcing to offshore locations such as the Philippines has slightly slowed, nearshore outsourcing has been growing at a tremendous rate.

Why Omnichannel Call Centers are a Scalable Solution

We are living in a world where optimizations and fast response times are expected, so it’s important to make sure that your customer service strategy holds up to your competition’s. Utilizing an omnichannel customer service approach has proven to be a great way to help remedy customer’s pain points in an efficient way. Read on to find out how an omnichannel customer service strategy can provide scalable customer experiences, provide data for better customer experiences, and why it’s important in today’s fast-paced market.

Topics: Omni-Channel Customer Service Customer Service Insights

4 Things to Consider When Staffing for Peak Season

The holidays are just around the corner, is your contact center ready?

Topics: Call Center Insights

SOCAP Florida's New Leadership Team Member

Congratulations to our very own Client Services Manager, Corey Klein! We are pleased to announce that Corey will be joining the SOCAP Florida Chapter’s Leadership team as a Communications/Secretary Officer.

Topics: Industry News

The Best Advice for Contact Centers in 2018: The Experts Weigh In

The overwhelming sound of the outside world can often get in the way of the most important voices to listen to.

In a recent article on fonolo.com, Callzilla President and CEO Neal Topf was featured as part of a list of Contact Center industry experts. Tune into see Neal’s 3 featured tips for enhancing customer experience in 2018.

Topics: Customer Service Insights

The Contact Center Must Evolve: 5 Trends to Watch

"Constant evolution is essential in the contact center industry." Our recent article, posted on ICMI.com, authored by Callzilla President and CEO Neal Topf, features 5 notable trends to watch to stay ahead of the curve as contact centers continually grow and evolve.

Topics: Call Center Agents Call Center Insights

Customer Contact Week 2018 Key Insights

We had the privilege of attending the 19th annual Customer Contact Week in Las Vegas. This gathering is one of the largest customer contact events in the US – and always offers us a wealth of industry insights. Here are some of the key takeaways from our time at the conference: