Hutch Morzaria

Hutch Morzaria is a CX and Support Leadership professional with 19 years of experience building and leading support organizations across SaaS, Fintech, and enterprise technology. He has held Director-level roles at Q4 Inc, AudienceView, Johnson Controls, and others, and holds ITIL Expert certification across V3 and V4.

Erlang ‘C’ & Scheduling for Call Centres – IV

Erlang ‘C’ & Scheduling for Call Centres – IV Read More »

Job Search & Resume Essentials

Job Search & Resume Essentials Read More »

Communication and Customer Service

Communication and Customer Service Read More »

Internal & External SLA’s

Planning, SLA, Teams

Internal & External SLA’s Read More »

Erlang ‘C’ & Scheduling for Call Centres – III

Erlang ‘C’ & Scheduling for Call Centres – III Read More »

llustration of call centre staffing schedules with time intervals, agent capacity, and demand charts representing Erlang‑C workforce planning.

Erlang ‘C’ & Scheduling for Call Centres – II

Erlang ‘C’ & Scheduling for Call Centres – II Read More »

SLA & Tiered Service Levels

SLA & Tiered Service Levels Read More »

Erlang

Erlang ‘C’ & Scheduling for Call Centres

Erlang ‘C’ & Scheduling for Call Centres Read More »

Kpi4

KPI’s and the Importance of Measurements (part 2)

KPI’s and the Importance of Measurements (part 2) Read More »