Hutch Morzaria

Hutch Morzaria is a Director-level CX and Support Leadership professional with 19 years of experience building global support organizations across SaaS, Fintech, and enterprise technology. He has hired dozens of support and CX leaders across his career and holds ITIL Expert certification across V3 and V4.

Hourly staffing bars falling short of call demand, with the coverage gap shaded

Scheduling for Call Centres: Mind the Gap

Operations, Tools

Scheduling for Call Centres: Mind the Gap Read More »

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

Escalation Matrix: Who Gets Called at 2am

Leadership, Operations

Escalation Matrix: Who Gets Called at 2am Read More »

Tiered SLA matrix illustration: nine tiles shading from urgent to relaxed

Tiered SLA Matrix: A Worked Example You Can Copy

Tiered SLA Matrix: A Worked Example You Can Copy Read More »

Support agent with a headset at her desk while a line of cartoon telephone handsets waits in a queue

Build Your Own Erlang C Calculator in Excel

Build Your Own Erlang C Calculator in Excel Read More »

Erlang

Erlang C Scheduling for Call Centres: How Many Agents You Actually Need

Operations, Tools

Erlang C Scheduling for Call Centres: How Many Agents You Actually Need Read More »

Kpi4

The Importance of Measurements: How to Actually Track Your KPIs (Part 2)

The Importance of Measurements: How to Actually Track Your KPIs (Part 2) Read More »

Kpi

Choosing the Right KPI: Why the Customer’s Point of View Wins

Choosing the Right KPI: Why the Customer’s Point of View Wins Read More »

A calm woman with a headset and teal blazer ticking items off a paper checklist at a tidy desk with a plant, mug and tablet in soft window light

Call Abandonment Rate: The Help Desk Number Your Customers Feel First

Call Abandonment Rate: The Help Desk Number Your Customers Feel First Read More »