Inside the Quality-First Contact Center

Jim Rembach: How Neal Topf Leads In "One of the Most Competitive Industries on the Planet"

Fast Leader Show host gets Neal Topf to talk about how he's led Callzilla to top ranking among thousands of call center providers (and a whole lot more).
Topics: About Callzilla

I'm Listening

The single best piece of advice I’ve ever received, and the four C's that shape how I interact with clients and prospects.

Topics: About Callzilla

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.

Topics: About Callzilla

Callzilla's Top 10 Posts in 2016

HAPPY NEW YEAR! From reflections on visiting with GM's #custserve team, to encounters with Geico, team member profiles, and responding to a New York Times article, 10 posts stand out as our most-shared. In case you missed any, here's a quick list.

Topics: About Callzilla

Who's Who: Contact Center Manager Natalia Diaz

Natalia Diaz has been instrumental in Callzilla's growth over the last 10 years. She started out in finance, earned more and more responsiblity, and today is in charge of all operations at the agent level.

Topics: About Callzilla

Outsourced Contact Center Callzilla Adds Clients, Awards, Talent

In 2016, Callzilla landed additional brand-name clients, won awards from Customer Magazine and the International Customer Management Institute, added a seasoned Executive Vice President of Sales, and rolled out publications for contact center outsourcing decision makers.

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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.
Topics: About Callzilla

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." 

Topics: About Callzilla

Corporate Peyote: Callzilla’s Vision for Quality Assurance in the Call Center

Last year, we decided that Callzilla needed to better articulate our core beliefs. I felt some fear and loathing toward the task. I hate those motivational posters as much as you do.

Topics: About Callzilla

Leaning In to Nonconformity

We're celebrating a milestone! We've earned ISO 9001:2008 certification for our quality management system.

Topics: About Callzilla