Inside the Quality-First Contact Center

Callzilla on the Move | Customer Experience Events | Callzilla ©

Callzilla is always on the move…

… is the way a member of our IT team recently described the breakneck pace of the final quarter of 2017. Our most recent activities corroborate that pace, and are the motive of this latest news piece we want to share with our community of clients, prospects, partners, and peers.

October saw Callzilla’s first-time participation in two powerful customer experience events.

Callzilla at Frost and Sullivan

First, as a sponsor of Frost & Sullivan’s Customer Contact West, we shared industry-leading learning opportunities with an impressive array of customer care practitioners. Common threads throughout the call center event were the importance of high quality customer experience and the ever-growing trend towards automation and artificial intelligence in the contact center. Callzilla SVP of Sales Bob Guarnieri represented Callzilla beautifully at the Captain’s table lunch we hosted, as well as the many new relationships we began and existing relationships we continue to cultivate. Kudos to Gary Robbins, Dyan Lyon, and Lauren Jaeger for their leadership and support in putting together a top-notch event. One of the thrills of the event was the opportunity to exchange ideas on the nearshore world with leading analysts Michael DeSalles and Nancy Jamison who, respectively, are at the forefront of what the next great contact center destination is and the top technology providers and trends in our industry. We look forward to participating in Frost & Sullivan’s Contact Center East event in April 2018 as we expand our relationship together.

Callzilla at Relate Live

The last half of the month saw Callzilla in New York at the wildly successful Relate Live event hosted by Zendesk. An impressive collection of speakers highlighted the movement towards voice and bots (chat, text, email, social media) for customer service outsourcing. The greatest thrill of the event was the invitation to be part of the VIP Ascend track, which offered an even more nuanced look at the uses of automated communications to save customers time and effort in their relationships with the products and services they consume. A special ‘hats off’ to Sarah Steeley Reed and Monica Norton for an outstanding event. We are excited about the opportunity to travel and expand our network of industry thought leaders, exchanging ideas and concepts. Spending time #IRL (in real life) with long time customer care friends Jeff Toister, Leslie O’Flahavan, and Erica Marois was another invaluable piece of this event.

This first week of November brought important Bogota site visits by new prospective clients, as well as two quarterly training and business review meetings by existing clients. The recurring theme from these visits is that Colombia continues to be a well-established service delivery point. Bogota increasingly occupies the attention of US companies in their search for ideal locations to place high quality customer care operations that align with brand voice, customer satisfaction, high rates of resolution, and empathy with customers.

We look forward to a fast-paced conclusion to the year that includes finalizing expansion plans for early 2018, travel to see our clients and prospects, and an upcoming year of further consolidation of our mission and vision to serve our clients with high quality, customer-experience focused solutions. We are always grateful to our community for their friendship, commitment, and business and can’t wait to share more news with you again shortly.

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Topics: Event Recaps