Advice from a Call Center Geek!

Join Tom in this insightful podcast episode recorded at the HDI Philly event held at Princeton University. 

Delve into groundbreaking strategies and cutting-edge technologies, including AI, to revolutionize your service desk operations. Drawing from his leadership at Expivia, where he expanded the team to over 600 professionals, and his innovative work at OttoQA, Tom shares advanced methods that enhance operational efficiency and elevate customer satisfaction. 

Explore the latest trends, tools, and best practices reshaping service desks across industries. 

Whether you aim to optimize your current operations or completely transform your service approach, this episode offers expert advice and actionable insights to propel you to the forefront of industry excellence.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
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Dive into the transformative journey of OttoQa, where we've uncovered the profound impact of prompts in elevating customer experience (CX) quality assurance (QA) processes. This podcast (taken from a Linkedin Live Event) brings the insights and methodologies from our extensive experience directly to you, focusing on the art and science of crafting effective prompts for QA automation.

Explore a rich discussion on both the fundamental and advanced strategies that have revolutionized our approach to prompts. This episode is designed not just to share knowledge but to inspire action. We encourage listeners to experiment with these techniques in their operations, building confidence in the technology and its application before making any significant investments or deployments.

Whether you're aiming to refine your CX prompting strategies or are curious about their potential to transform your service center, this podcast serves as your guide to unlocking the power of effective prompting. Join us in discovering the methods that have not only propelled our journey forward but also have the potential to redefine the landscape of customer service excellence.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

This podcast is based on the presentation I delivered in Miami at the "CX Under the Sun Event" to more than 100 CX professionals who are just beginning their journey with CX AI transformation.

During the presentation, I share my views on what is considered "real" regarding AI in the current market, what to be cautious about, and how to initiate AI integration within your organizations.

You won't find any unnecessary content or theoretical discussions here. It's all about the essential tools you should start exploring now and the reasons these tools need further development, regardless of what you might hear from AI technology providers.

DM me on Linkedin if you would like the deck from this talk!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
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Watch us: Advice from a Call Center Geek Youtube Channel

As we step into 2024, the realms of Customer Experience (CX), Artificial Intelligence (AI), and contact centers are poised at the brink of transformative change. 

Let's explore the exciting, realistic predictions that are shaping the future of these industries. These are part prediction and part wish list for what I would like 2024 to become.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
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Watch us: Advice from a Call Center Geek Youtube Channel

Join me, Tom Laird, and John Coulter from Five Star Call Centers, as we journey into a conversation on "Advice from a Call Center Geek."

🔍 Key Highlights:

𝟮𝟬𝟮𝟰/𝟮𝟬𝟮𝟱 𝗢𝘂𝘁𝗹𝗼𝗼𝗸:
What does the horizon look like for contact centers in the next two years? We're discussing trends, challenges, and opportunities that await!

𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆 & 𝗥𝗢𝗜:
Which technologies are set to revolutionize contact centers? We're exploring the tools that promise the highest utility and return on investment.

𝗢𝗻𝘀𝗵𝗼𝗿𝗲/𝗡𝗲𝗮𝗿𝘀𝗵𝗼𝗿𝗶𝗻𝗴 𝗪𝗮𝘃𝗲:
How is the nearshoring trend reshaping our industry? We analyze its impact on quality, costs, and overall strategy.

𝗕𝘂𝗶𝗹𝗱 𝗼𝗿 𝗕𝘂𝘆 𝗖𝗫 𝗧𝗲𝗰𝗵:
The big debate! Should companies build their own CX tech or invest in market solutions? We weigh the pros and cons.

𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻 𝘃𝘀 𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻 𝗕𝗣𝗢:
Unveiling the emerging 'Champion vs Champion' trend in BPO and its implications for the industry.


Don't miss out on these crucial insights that could redefine your business strategy and customer engagement approach. Listen, learn, and let's discuss! Your thoughts and experiences matter.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

This podcast episode of "Advice from a Call Center Geek", titled "AI Tools in CX: The Truth about ROI," delves into the practical aspects and return on investment (ROI) of AI technologies in the context of contact centers.
 
It critically examines various AI tools like large language model chatbots, analytics, agent assist, and auto quality assurance, discussing their suitability, cost implications, and impact on customer experience for different sizes of contact centers. 

The episode provides insights into the evolving AI landscape, emphasizing the need for contact centers to carefully assess the real value and applicability of AI solutions in their operations.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Welcome back to "Advice from a Call Center Geek," the podcast dedicated to enhancing your contact center operations! In today's episode, we dive into the often confusing world of technology for small contact centers. With the holiday season approaching and AI becoming a buzzword, we aim to clarify and simplify your tech choices.

Key Points Discussed:

Bridging Contact Center Operations and AI:
We explore how AI is shaping the industry, moving beyond the hype to practical applications, especially for smaller centers.

Technology for Small Contact Centers:
We focus on contact centers with under 100 seats, discussing how to select the right tools without getting overwhelmed by sales pitches for unnecessary tech.

Practical Advice:
We offer actionable insights on platforms suitable for different sizes of contact centers, from micro setups to those nearing 100 seats. This includes a detailed look at CCaaS and UCaaS platforms, and when each is appropriate.

Budget-Friendly Solutions:
We discuss cost-effective alternatives for quality
assurance, knowledge management, and other essential tools, emphasizing the use of AI and tools like ChatGPT to automate processes.

Hardware Recommendations: 
Practical tips on choosing computers, headsets, and operating systems that offer the best value for money.

This episode is not just about technology trends; it's about making informed decisions that truly benefit your contact center. Tune in for an insightful journey through the maze of contact center tech!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of "Advice from a Call Center Geek," we jump into expert tips for setting up a successful contact center, drawing from our experiences at Expivia.

Learn about optimal team structures, effective management ratios, and strategies that foster efficiency and customer satisfaction. 

This episode is a treasure trove for anyone looking to enhance their contact center operations, offering practical advice and insights that can transform your approach to customer service.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of "Advice from a Call Center Geek," we dive into a topic that's known for stirring up plenty of debates and strong feelings: CcaaS platforms.

 I'm eager to offer my perspective on what's happening in the world of these providers right now. We'll explore the various aspects that make this topic so controversial and why opinions vary widely in the industry. 

My aim is to provide you with a detailed understanding of the current landscape, drawing from my experiences and observations in the field.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Imagine navigating the rapid changes in the Business Process Outsourcing (BPO) industry with the help of Artificial Intelligence (AI). How do BPOs need to adapt and evolve to stay competitive in this AI-driven landscape? That's what we're discussing in this enlightening episode, drawing insights from a seminar at the Google campus and exploring the potential of technology to revolutionize contact centers.

With a focus on enhancing customer experience (CX), we delve into how technology can be a gamechanger. From backfilling headcount to reducing average handle time, we explore how becoming CX partners for clients can transform your business. We also examine how analytics can provide a deeper understanding of customer sentiment and how gamification can add value to the customer journey.

Are you ready for the future of BPO technology? We discuss how BPOs need to become proficient in the latest tools to offer value to customers. From leveraging features like auto summarization and Agent Assist to understanding the impact of chat GPT and its new voice capabilities, we cover it all. We also highlight the significance of automated voice services in increasing customer engagement. Tune in, stay updated, and remain competitive in this ever-evolving industry.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

This episode is less theory and more "What you need to do!"
This audio recording is from the LinkedIn Audio Event we hosted on Friday, November 3, 2023. It's an in-depth discussion that covers all the preliminary steps you should consider before embarking on your journey into Artificial Intelligence. 

We also explore the various tools that can significantly enhance your experience and effectiveness in the field. Additionally, the conversation includes insights into some of the most exciting and innovative tools that we anticipate will emerge in the AI landscape soon. 

This episode is aimed at providing you with a comprehensive understanding of how to get started with AI and the technologies that could play a crucial role in shaping your experience.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

𝙏𝙝𝙚 𝙍𝙤𝙤𝙢 𝙒𝙝𝙚𝙧𝙚 𝙄𝙩 𝙃𝙖𝙥𝙥𝙚𝙣𝙚𝙙"
NICE's remarkable team flew Tom to New Jersey at the White Eagle Hall,  to step into "The Room Where It Happened," their exclusive video series that casts a spotlight on the pulse and prospects of Customer Experience (CX). There, Tom's own audio narrative brought to life what we regard as one of our most compelling podcast episodes and one of our all time personal favorites!

In "The Room Where It Happened," our podcast dives into the transformative role of AI in contact centers, showcasing its capacity to streamline traditional roles and pave the way for innovative practices. Tom provides insight into the future of quality assurance and the unique opportunities AI presents for BPOs to differentiate themselves. The discussion culminates powerfully, drawing from Tom's tenure at Expivia, demonstrating how integrating AI with a focus on people can greatly enhance staff retention and customer relations, paralleling the influential outcomes crafted in history's most notable CX rooms.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of Advice from a Call Center Geek, we take you into the keynote speech that Tom gave at the Google Complex in Boulder Colorado to a group of contact center outsourcing company leaders which was sponsored by NICE, Google, and Outsource Consultants.

We've transitioned Expivia from just being a "contact center outsourcer" to embracing our role as a "CX technology partner" and give the full case study about this in this episode.

The shift in perspective?

It's not just about answering calls and chats anymore; it's about leveraging technology to enhance customer experience.

Key takeaways:

• Adapting to Change: Reframing our identity alleviates the fear that comes with evolving business landscapes.
• Tech Investments Then: It used to be about direct ROI and customer value for each tech buy.
  
• Tech Investments Now: We view technology holistically. Not every tool will promise immediate ROI, but together, they drive value and competitive advantage.
  
• The Reality of Agent Assist: While I grapple with its direct profitability, it's undeniable that it's becoming an industry norm, crucial for winning new business.


As we continue this journey, our focus remains: Balancing tech investments to ensure both our growth and enhanced customer value.

If you are a BPO, 2024 will be a huge year to think through these changes.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Ready for a peek into the AI-driven future of contact centers? Dive in with our special guest, Robbert Dijkstra of Deepdesk. Discover how AI transforms both the agent and customer experience in digital mediums like chat. Robbert shares how automation not only boosts productivity but also reduces repetitive tasks for agents.

Grasp the crucial role of data in shaping large language models. When integrated with customer interactions and context, the results are a stellar customer experience.

Delve into the upcoming trends in language models for contact centers and the tech advancements businesses can embrace.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
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Watch us: Advice from a Call Center Geek Youtube Channel

Here is a quick min-pod on some initial thoughts on the 350 million dollar purchase of LiveVox by NICE.

This is essentially a union of two firms where one's strengths balance out the other's limitations.

The Cxone Dialer is mediocre, and certainly not a standout in the industry, whereas CXone continues to be the industry front-runner for inbound CcaaS.

On the other hand, LiveVox boasts an outstanding outbound service with a vast portfolio of outbound clients. However, they've struggled to gain momentum in the inbound CX domain.

In my opinion, this merger is a strategic move for both companies. Relying solely on outbound strategies in today's regulatory environment is challenging, and I believe LiveVox was aware of this.

On the Cxone side, they now have arguably the best outbound platform in the market.

#ccaas #cxone #callcenter #contactcenter #callcentergeek #cx

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Ready to transform crisis into opportunity? In this episode, we promise to arm you with practical strategies and cutting-edge tools to navigate the choppy waters of crisis management in contact centers. We use our insights and experiences to illuminate the potential of modern Customer Experience tools to mitigate such crises. With our guidance, you'll learn about setting up minimalistic self-service websites, deploying AI chatbots to deliver vital information, and strategizing to handle customer complaints effectively. 

We don't stop there! Harnessing social media during crisis communications can significantly make a difference. Listen as we unfold various social media strategies, right from TikTok Lives, Q&A sessions, to effective email campaigns. 

We also delve into the mechanics of adjusting IVR systems, routing calls to BPOs, and utilizing analytics. We shine light on the importance of maintaining consistent messaging for an enhanced customer experience. By the end, you'll be equipped with the knowledge to not just survive a crisis, but to leverage it for growth. So sit back, and let's change the game of crisis management together!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Ready to unlock the secrets of automated QA in your contact center? This episode is brimming with insights about using chatGPT to revolutionize your QA, promising to transform how you approach your work. We walk side by side with you, through the labyrinth of user accounts and databases, right up to crafting prompts for a form from a client. 

Ever wondered how to ask the most effective questions and generate impactful call evaluation outputs? Your search ends here. We navigate the crucial waters of quantifiable metrics, systems to rate calls using binary points and CSAT scores, and the power of leveraging a confidence score for each assessment. 

As we round up our discussion, we lift the veil on how AI can categorize call transcripts and the potential scalability of a SaaS model for larger companies. We touch upon our exciting, upcoming Discord, and share the success of our MVP. Delving into the importance of alpha and beta testing, we also explain the immense benefits of employing chat gbt to automate QA. Whether you're seeking to enhance your QA system or merely curious, this episode promises a treasure trove of actionable insights. Buckle up and join us on this journey!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Dive into our mini podcast on our new value add OttoQA! 

Discover how we're reshaping the landscape of QA for call centers with fewer than 50 agents. Say goodbye to spreadsheet hassles and embrace AI-driven efficiency. 

Plus, find out how you can become an integral part of our journey as an Alpha and Beta partner. Don't miss this quick but informative listen.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

In "Revolutionizing Call Centers with ChatGPT Prompts," we unveil the power of AI in redefining call center operations. This episode is a goldmine for managers and supervisors, as we share the best prompts to optimize and streamline your operations.

Dive deep with us into the crux of Overall Operations to decipher key performance metrics and understand their implications. Learn how Workforce Management can be demystified with the Erlang C formula and ChatGPT. Uncover the transformative potential of targeted Training simulations based on real-world scenarios. 

Enhance agent responsiveness with the Agent Assist system, drawing from the most common queries and challenges. Explore the nuances of Analytics, using ChatGPT to identify trends, bottlenecks, and areas ripe for improvement. 

Delve into QA to understand how to ensure consistent, top-tier service quality. And finally, discover the art of Coaching, using AI insights to provide pinpointed feedback for agent growth. 

This isn't just about harnessing AI but maximizing its potential for tangible results. We're giving away the best prompts to supercharge your contact center. 

Tune in, apply, and witness the transformation!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Episode 200!

Dive into the evolving landscape of AI in the contact center QA space with our next Advice from a Call Center Geek podcast! 

Chris Mounce of EvaluAgent® returns to go head-to-head with our host Tom Laird in a riveting debate. 

Can AI truly automate scorecards, or are we still testing the waters? How do we ensure quality in AI-powered QA, and how should we interpret and leverage the data it generates? Discover the most practical AI use-cases in QA right now. 

 We're peeling back the curtain on how organizations are capitalizing on the low-hanging fruit of AI implementation as it relates to QA.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Envision a reality where Artificial Intelligence (AI) commandeers your customer service. Consider AI not merely conducting routine transactions but also enhancing intricate and emotionally nuanced dialogues with your customers.

Is this a far-off dream or a prevailing reality?

We dive into this and much more in our recent "Advice from a Call Center Geek!" podcast episode with customer experience maestro and influencer, James Dodkins.

We embark on a journey through the realm of 'autonomous enterprises', where businesses are leveraging AI and automation to revolutionize customer interactions and maximize operational efficiency.

Looking ahead at the future of call centers, we discuss an interesting contradiction - the level of expertise required to substitute AI and automation could paradoxically increase the status of call center agents. There are some truly thought-provoking discussion points here.

We conclude the hour-long episode by deliberating on the role of trust in the era of AI.

This episode is a must-listen if you're contemplating the implications of AI on customer experience!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Ever wondered how your contact center could save significant costs while keeping up with the QA process? Brace yourself for an enlightening discussion and AMA where we unravel the potential of AI in transforming Quality Assurance in your contact center. 

We'll take you through our early journey of automating QA processes, sharing our experiments with chat GPT and how its possible for any contact center to start to think through the process of using AI for QA.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

You are just a click away from transforming your contact center from a drab workspace to a vibrant one; come join me, Tom Laird, as we revolutionize your call center experience. I promise to share the secrets to creating a positive and effort-driven culture, where attitude and effort outweigh resumes. I'm excited to share insights from my own journey of managing a contact center, making it a more desirable place to work, and how we can adopt these practices to revamp any workplace culture. 

This episode is a treasure-chest of practical tips. Learn about changing your hiring process that prioritizes culture, and the innovative ways to motivate and promote your agents. I'll share the importance of rewarding the best agents, not just the longest tenured, and creating an environment that values the agents who align with it. We'll also explore the critical role of culture in organizations, with a focus on building a strong team of agents who truly embody that culture.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Imagine having the power to reshape customer experience in your call center with artificial intelligence. What if you could emulate the behaviour of your most effective agents, optimize IVR, manage workforces, and even facilitate self-service with AI? Get ready to explore how AI is transforming the world of customer service, as we delve into these possibilities and much more. From digital twins to generative chatbots, we bring you the inside scoop on how AI models are revolutionizing customer interactions.

Moving on from AI's current impact, we'll also step into the future trends that are shaping the contact center universe. Ever thought about AI translating customer conversations in real time or using augmented and virtual reality applications in your call center? Perhaps you've considered the potential of blockchain technology to bolster your customer data security? We'll dissect these trends, discussing their potential and how they can be harnessed for your business. Whether you're interested in improving agent feedback, optimizing call routing or exploring the advantages of a cloud-based system, this episode is packed with insights. So buckle up and get ready for a deep-dive into the world of AI in call centers.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Ever wondered how the hustle and bustle of your favorite restaurant correlates with the operations of a call center? Picture yourself at a bustling eatery as we break down the ins and outs of call center metrics in relatable terms. We’ll be interpreting essential terms like incoming calls, cue calls, and abandoned calls in an easy-to-digest format, perfect for those just venturing into the industry.

Now, imagine the chefs at a restaurant, working tirelessly to keep up with the flurry of orders. This is akin to the pressures of metric conversion in service industries, and we'll carefully explore strategies to prevent burnout. We'll discuss key metrics and KPIs like occupancy, average handle time, average talk time, and average queue time. We'll also analyze the longest delay, a crucial element in customer satisfaction, akin to the longest time a patron had to wait for their food!

As we bring it all together, we'll elaborate on how requests from clients can impact metrics such as handle time, and guide you on making decisions that uphold the interests of both your customer and client. Refused calls, working time, occupancy, average handle time, and average profit margin - all these elements will be addressed. Regardless of your background in the call center industry, this episode promises to enhance your understanding of call center metrics and KPIs. Tune in to gain pivotal insights that will elevate your call center's operational efficiency and customer service quality.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Are you struggling with coaching your call center agents effectively? Join us as we explore five popular coaching methods and share personal experiences on how to structure agent coaching sessions for maximum results. With insights on the GROW method, the Oscar method, and more, you'll learn how to help your agents take control of their calls and elevate their performance.

This episode is packed with valuable discussions on various coaching models, including the GROW, OSKAR, COACH, CLEAR, and STEPPPA models. We delve into the importance of setting achievable goals, examining the reality of the situation, and creating a plan of action. Alongside this, we emphasize the significance of role playing and having a non-confrontational back and forth with the agent to enhance their training.

GROW Model: The GROW Model stands for Goal, Reality, Options, and Will. It's a simple yet powerful framework for structuring coaching conversations. The coach helps the agent to define a clear Goal, understand the current Reality, explore various Options, and finally commit to a course of action (Will).OSKAR Model: OSKAR stands for Outcome, Scaling, Know-How, Affirm and Action, and Review. It's a solution-focused model of coaching. The emphasis is on what is working well and how to do more of it, rather than focusing on problems.COACH Model: This model stands for Connect, Outcome, Awareness, Course, and Highlight. It emphasizes building a connection, setting clear outcomes, creating awareness, choosing a course of action, and highlighting what was learned.CLEAR Model: The CLEAR Model stands for Contracting, Listening, Exploring, Action, and Review. It starts with contracting or setting the terms of engagement, followed by listening and exploring to understand the current situation, and then moves to action and review.STEPPPA Model: STEPPPA stands for Subject, Target, Emotion, Perception, Plan, Pace, and Action. This model is particularly useful in helping individuals with goal setting and taking action to achieve their objectives.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

This episode of ACG was taken from the Linkedin Live Audio Even that we did with followers on June 13, 2023.

Some of the topics brought up were:

What is the internal lift to implement tools like speech analytics?
Plusses and minuses of moving to the cloud?
What ratios should contact center management be?
What are some of the best practices for routing in the IVR?
What are some of the overall best practices for CX in the IVR?

A lot of value here as these are all done in a conversational AMA format  

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Ready for a game-changing episode that will skyrocket your contact center's customer experience? Join us as we unveil 10 tips on maximizing your platform, from leveraging  analytics to engaging your employees in creative ways.

Discover the power of using an effort multiplier to incentivize attendance and workforce intelligence to keep your service levels top-notch. We'll share practical examples from our own BPO, Expedia Interaction Marketing Group, and offer insights on enhancing both security and analytics in your call center. Plus, learn how AI customer call sentiment analysis can give you an edge in understanding and improving customer interactions.

In addition to those cutting-edge tactics, we'll discuss employee engagement strategies like digital suggestion boards, leadership groups, and offsite knowledge sharing. Your call center's success is our priority, so don't miss out on this treasure trove of actionable tips and unique insights to elevate your game. Tune in now and start transforming your customer experience today!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Hubie Brown is a renowned basketball coach known for his impactful strategies and insight. When I attended one of his clinics, the title was "Cool Things I Want to Talk About to Help You With Your Teams." It featured 10 random, yet valuable, pieces of advice to improve a team's performance.

As I prepare my live talks for this spring and summer, I've decided to create a podcast inspired by Hubie Brown's approach.

In this episode, I'll share 10 useful tips to enhance your contact center without a specific theme. These tips will help you optimize your contact center operations and provide a better experience for both your agents and customers.

Value everywhere here.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Join us in this episode as we reflect on our learnings from the Call and Contact Center Expo. 

We delve into the realities of AI in the contact center industry, discussing key trends, innovations, and insights from my conversations with industry leaders and companies.

 We explore what's genuinely feasible with AI, the challenges in adoption, and why we may still have a ways to go before realizing its full potential.

 Tune in for a balanced perspective on the state of AI in contact centers and its implications for the future of customer engagement.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of Advice from a Call Center Geek, we dive deep into the world of contact center quality assurance with QA expert, Chris Mounce from EvaluAgent.

Together, we explore the crucial do's and don'ts of designing effective contact center scorecards, offering valuable insights on the development of comprehensive and meaningful metrics that accurately gauge agent performance. 

We delve into the importance of understanding the intricacies of your specific contact center and the necessity of tailoring your scorecards to reflect those unique needs.

Additionally, Chris shares a wealth of invaluable tips on enhancing coaching techniques, focusing on methods that foster empowerment and motivation within your team. 

By concentrating on these vital aspects of management, you can ensure that your team is set up for continued success and growth within your contact center operation.

Tune in to this information-packed episode and take away actionable advice that will help elevate your contact center quality assurance efforts to new heights.

Click here for more information on EvaluAgent:
evaluagent.com

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of Advice from a Call Center Geek, I share my insights and experiences on harnessing the power of TikTok and other social media platforms to boost B2B sales and personal branding within the call center and contact center industry.

 Drawing from my personal journey and learnings, I discuss proven strategies, valuable tips, and real-life examples to help you create engaging content, connect with your target audience, and stand out in the competitive landscape. 

Tune in to discover how to unlock the full potential of social media for your career in business and in the call center world.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Unravel the mystery behind the "wow" factor in contact center customer service in our Advice from a Call Center Geek Episode, " Deconstructing the "Wow" Experience: Defining Excellence in Contact Centers." 

We'll discuss the pitfalls of "false hustle" and the significance of authentic communication, empathy, and active listening in building strong connections with customers. 

Explore strategies to understand customer expectations and tailor your approach for various industries. 

Join us on this journey to redefine what it means to "wow" your customers and create a lasting impact in the contact center space.

We also answer AMA questions from the live Tiktok and Linkedin feeds we took in during the recording of this episode.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

 In this thought-provoking podcast episode, we venture beyond the traditional perception of AI and ChatGPT as mere chatbot tools, revealing their true potential to revolutionize the contact center industry in numerous ways. 

Discover 10 unique applications of ChatGPT that go far beyond customer interactions, touching on advanced training and onboarding for agents, creative problem-solving, workforce management, augmented reality integration, and more.

 Uncover how ChatGPT is enhancing security, predicting customer lifetime value, and providing real-time voice translation for seamless multilingual support.

 Join us as we explore the full spectrum of possibilities offered by ChatGPT, and see how it can redefine customer service by harnessing the power of AI for greater efficiency and effectiveness.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Post covid, with many of our staff WFH, we have rethought how we train and prepare our contact center middle management and agent supervisors to excel in their roles.  

In this episode, we talk about the new management trainee program that will be will be implementing to our staff later in 2023.  We hope this gives you some ideas to help your management staff as well.

1. Building out your contact center hierarchy
2. Weekly meetings
3. Teach Leadership theory
4. Practical Skills
5. Legal side of the contact center
6. Real-world experience
7. Graduation!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of "Advice from a Call Center Geek" Podcast, we look at 9-10 ways that you can improve the coaching culture of your contact center to create better agents and improve the customer experience.

We also answer some questions that came in on Linkedin and TikTok Live!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

We all want a better CX, and doing that means we need to improve the tone of how we are interacting with customers.  

I have seen it many times when a customer calls a contact center and gets the desired outcome they needed, but because the tone was off on the call (indifference, bad word choice, talking over the customer...) the customer left the call with a negative feeling about the call and the company.

On the flip side, great customer service agents can make a customer feel good even if they can't help with the desired outcome (think policy or procedure of the company) leaving the customer to still think highly of the agent and the company.

How?  It starts with Tone.

The Tone is the Message.

In this episode we talk about:

1. Hiring for Tone
2. Training for Tone
3. How to Measure Quality/Tome
4. Importance of Incentivizing the Tone of your Agents
5. Calling out Great Tone on your Floor.

For the last 15 minutes, we opened the floor up to questions in Linkedin live and answer lots of questions on this!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

This episode is for you if you are a BPO owner/operator. 

In this episode of ACG, we talk about benchmarking the financial aspects of your BPO, setting up your books for maximum valuation, multiples in the market, maximizing your BPO for an exit, and so much more.

Every day, contact center BPOs are focused on many operational metrics or KPIs that describe how the center is performing.

But that’s not the entire picture. Eric Crouse, Partner at Kommit & Company, an M&A firm that specializes in the contact center BPO market takes about a benchmarking report created by his team that analyzed a huge data set of public and private contact centers that will peel back the curtain on key financial benchmarks of our industry.

Combining operational performance with financial performance is the key to long-term growth and profitability for our industry, and what you will discover from this report may surprise you.

Here is the link to the youtube video of this episode to view the slides and data in context:
https://youtu.be/Kg9O9rDpBY0

Here is the link the free benchmarking report:
https://gokommit.com/

#callcenter #contactcenter #callcentergeek

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

OK, that was awesome.
We did a Linkedin LIVE and a TikTok LIVE at the same time to record this podcast episode. The episode then turned into a crazy (in a good way) AMA with questions coming from both platforms.

My 25-minute podcast ended up going about an hour. I love the questions, I think they provide much more value than just me yammering on about a topic.

I wanted to give my thoughts in a podcast episode on building out the Ai contact center of today and of the future the right way. Many mistakes are going to play out over the next couple of years as the rush to AI begins.  You will find this in the first 25 minutes of the episode.

After that, there are many questions on the topics of VOC, culture, RPA, and some other contact center questions that come in on Tiktok.

I hope you enjoy it!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

On this episode of Advice from a Call Center Geek, we bring together two of my passions, customer experience, and the blockchain. 

Shelli Ryan, APR, Fellow PRSA the founder/principle of the CX Block Chain Institute which is the worldwide authority focused on fulfilling blockchain for the CX (customer experience) industry talks about implementing the blockchain into your contact center and CX environment.  Not only how to do it, but why you need to do it.

You know I love talking blockchain, web3, and NFTs, especially with how they relate to CX. There is no better person in the world to speak about this. 

This is a top 5 all-time ACG episode!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

For a sports team looking to improve, they routinely will bring in other coaches to do an internal self-scout to try to show where the weaknesses are and how to improve on those.

This same concept should happen in your contact center at least once a year.  

Here are some of the questions that we would ask and start to work with your team on.  You don't need a consultant for this, you just need the framework that we provide in this episode.

I hope this gets you thinking differently about your contact center and allows you to make some of the improvements that you are your staff can agree on!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

This episode was taken from our first TikTok Live AMA that we did.  Followers sent us questions and we answered live on the spot!

Some of the topics covered in the episode are hiring, games to play in the contact center, culture, sentiment, analytics, culture, and more.

I really like these episodes as we get to cover a ton of different topics at once!

Make sure you follow us on TikTon @callcenter_geek as we do a tin of lives and post multiple call center ops videos a day!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of Advice from a Call Center Geek, we look at all the tools that you need (and don't need) in setting up a high-end customer service contact center for the lowest amount of money possible while still not forgetting about quality.

We talk about places you can save money by using or not using technology and look at all the things that you need to think about that most don't until it's too late!

We also answer some listener questions on the erlang-c calculator, shrinkage, and the timing of virtual callbacks.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

ChatGPT has opened the eyes to what true AI may be capable of. 

 In this episode of Advice from a Call Center Geek, we look beyond the "normal" uses cases of Ai uses in such tools as chatbots and analytics and think about some of the unique and "out there" uses cases for AI in the contact center and CX environment.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of Advice from a Call Center Geek, we look at some unique ways to route calls in your contact center using data and CRM integrations.

Integrating your data and your telephony is a very cost-effective way to improve your customer experience.

Some of the topics discussed are:
Customer Segmentation
What Data Sets to Use
Workforce Intelligence
Virtual Callbacks

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of Advice from a Call Center Geek, we take a hard look at what happened specifically with Southwest Airlines and the total customer service meltdown that occurred over Christmas '22.

We also talk about infrastructure and tips and tactics to follow when your organization gets in an emergency heavy queue!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Ultimate Guide to Contact Center Outsourcing Episode
This is one of the best episodes of value/content we have ever created.
If you are looking to outsource your contact center this is a MUST listen.

25 minutes of why you should outsource, why you shouldn't outsource, what are the red flags to watch out for, what you should expect to pay, what you should not pay for, the technology you can ask about and so much more.

Zero selling here, just content to help with your outsourcing journey especially if it's your first time outsourcing.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

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Watch us: Advice from a Call Center Geek Youtube Channel

One of the best ways we have been able to create stars in our contact center is by doing a weekly 15-minute agent review with our contact center agents.  

In this episode, we give you the five detailed steps in creating this in your contact center.

Review
Address
Goal Planning
Progression
Documenting

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
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Watch us: Advice from a Call Center Geek Youtube Channel

In looking into my crystal ball, I wanted to talk to you all about three technology predictions that I see for 2023 as it relates to the contact center.  

I want to focus on where I see AI really having the biggest impact in not only assisting agents but in how it will be changing the internal working of our contact center operations as well.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
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Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Most of us, as call center managers want to create a culture of fun and enjoyment in our contact center environments.  

How do we do that, it is organic games, gamification, motivations...and what do we do when we have the "bah humbugs" that don't want to play or think games are beneath them.

In this episode, we talk about how to use games and motivations as positives and not negatives.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
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Watch us: Advice from a Call Center Geek Youtube Channel

I was asked to talk to a class of pre-startups on the topic of Marketing and Branding at Gannon University where I am vice chair of the Erie Technology Incubator.

In this presentation, I talk about what I do every day to create content at scale to grow my personal and business brand.

Marketing, branding, sales... these are the pillars of new business and community building.  I get many questions from BPOS on "How do I get new clients" and I see many of you out there trying to advance your personal brand.

I hope that this episode inspires you to start your branding or take it to the next level.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
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Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of Advice from a Call Center Geek, we take a look at the three pillars of contact center metrics, efficiency, quality, and sales.  We discuss our favorite metrics in each category and how you can maximize all three!



Check out our Free ACG NFT drop currently happening on Opensea. The link is here:
https://opensea.io/collection/acg-access-token

These tokens include: 

Two 15-minute video calls with Tom Laird about any call center or contact center topic you have issues or questions about per year.

Access to a special email address for only holders where I will answer # any question at any time within 24 hours.

A private Linkedin/Discord group just for holders.

Private AMA and Webinars just for holders.

One 30-minute staff training session / AMA on any contact center topic you would like me and my staff to talk about.

Drawing once a year for access to Veecon (1/25 chance) and dinner with me and the staff at the show.

Free ACG Hoodies/Tshirts

Whatever else we can think of to add value.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
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Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Token Address:
https://opensea.io/collection/acg-access-token

We have a FREE NFT project for anyone that is a call center supervisor or manager.  These 20 (4 are already gone as of this typing)tokens that give you the utility of:

Two 15-minute video calls with Tom Laird about any call center or contact center topic you have issues or questions about per year.

Access to a special email address for only holders where I will answer # any question at any time within 24 hours.

A private Linkedin/Discord group just for holders.

Private AMA and Webinars are just for holders.

One 30-minute staff training session / AMA on any contact center topic you would like me and my staff to talk about.

Drawing once a year for access to Veecon (1/25 chance) and dinner with me and the staff at the show.

Free ACG Hoodies/Tshirts

Whatever else we can think of to add value.

We will have 5 Tokens as well called Mentor Tokens that cost .75 Eth.  These come with all of the above PLUS 30-minute video calls once a month with me to help in any way I can with your contact center.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

In this episode, we welcomed Nick Corso AKA Corso, Community Success Lead at Veefriends, one of the most popular and largest NFT projects on our Advice from a Call Center Geek Podcast.  

We have an in-depth conversation discussing how to create and moderate a community as it relates to NFT projects through ups and downs.  Community moderation will be a new channel that brands will need to service as they venture into Web3.

Veefriends is Gary Vaynerchuck NFT project.  It currently has over 360k community members in its discord.

Great discussion on topics such as:

Can you explain what Veefriends is and how you got involved?

Take us through a normal day in what a moderator does.

Do you as a moderator define the culture of the community, or do the members do that?

Do you see a role for more interaction channels than just primarily IM?

Do you track influencers and bad actors in the community?

What is the policy for when you act on someone in the community causing issues?

Talk about training for mods?

Where do you see the concept of community moving to, discord really was not meant for this.

How are you seeing brands moderate community compared to an inde project?

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Watch us: Advice from a Call Center Geek Youtube Channel

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
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Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

I got this question Dmd to me in Linkedin.  This episode is my in-depth answer on setting up new tech in your contact center.

"Tom, 
We talk a lot about how much tech can help us in the contact center space, but I find that many tend to think that tech is some kind of magic button (just deploy it and it works, and people are disappointed that it's not that easy). 

You mention a good bit of trial and error and testing (especially on your last speech analytics podcast). It may be good to understand things like...how do I determine what to test/build/deploy, how do I prioritize...basically how should I product manage and what type of team/roles/SMEs do I need to do this (product managers, project managers, scrum masters, etc). 

Do I need a SME for reporting, one for WFM, one for QM, one for speech, one for CX, one for AX, etc, etc. Hope that makes sense. I work mostly on the tech side...but often I find it difficult to set expectations and convince others that we need help determining what to build :). Hope that makes sense! Thanks! "

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Watch us: Advice from a Call Center Geek Youtube Channel

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

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Watch us: Advice from a Call Center Geek Youtube Channel

Sanas is a startup in Silicon Valley that has developed software to make offshore accents sound more "American" or as some say, "more white".

I have done a ton of research on the company, took the demo at CCW, and have read and watched as much as I can on both sides of the contact center controversy.

In this episode, I give my raw take on what I think is going on.

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Watch us: Advice from a Call Center Geek Youtube Channel

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
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Watch us: Advice from a Call Center Geek Youtube Channel

The use cases for using speech analytics are endless when you really put the tool to the test.  In this episode, we talk about 10 ways that we are using analytics in our call center to maximize its use!

1.    Proactive Customer Service

2.    Rewarding Associates for Great Sentiment 

3.    Generating Marketing Data

4.    Finding Out the Why

5.    Noting Frustration

6.    Learning What the Real SLA Variance Should Be

7.    Tracking Silence 

8.    Fraud Protection

9. Tracking competitors

10. Expanding Channels

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Watch us: Advice from a Call Center Geek Youtube Channel

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
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Watch us: Advice from a Call Center Geek Youtube Channel

This was taken from a talk that I gave to a group of Wisconsin Customer Service Professionals back in 2020 on a range of contact center operational topics.

This is a 13-minute segment from that talk and one of my favorite pieces of content I have ever created.   

I have been looking for this for over a year!

I think you will enjoy the topics engagement topics that span from games to play, leadership committees, and some other unique ways that we have fun with our employees in our contact center.

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Watch us: Advice from a Call Center Geek Youtube Channel

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
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Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Buying a new contact center platform is a HUGE decision for any organization.  In this episode, I give you all the tips that I can think about that I give to my customers when consulting or as a referral partner for them.

If you are just starting on your path or even if you are already down the road before you sign any deal you need to listen to this episode.  It will save you money.

Some of the topics we talk about:

And many more tips.

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Watch us: Advice from a Call Center Geek Youtube Channel

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
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Watch us: Advice from a Call Center Geek Youtube Channel

When you are working in the contact center environment, there are many people and personalities that you need to engage with in a positive way, sometimes that is easier said than done.

Issues between associates or supervisors unfortunately will happen. 

In Episode 159 of Advice from a Call Center Geek, we talk about what to do when there is an issue that happens on a team in your contact center and more importantly some tips on how to avoid them in the first place.

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Text Me: Text "CCW" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
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Watch us: Advice from a Call Center Geek Youtube Channel

In this episode, we have a detailed discussion of my 5 1/2 favorite call center and contact center metrics that we look at and benchmark.  Some tell the story as key benchmarking metrics, and some can tell you if something is a little off.

When you put all of them together, you have a great idea of what is happening in your contact center.

The metrics discussed are:

Service Level
Average Handle Time
Occupancy
After Call Work
Agent/Customer Sentiment

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Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "CCW" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
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Watch us: Advice from a Call Center Geek Youtube Channel

To kick off the second half of 2022 from an ACG perspective, we play a game of Overrated, Properly Rated, or Underrradted with different call center and contact center topics.

For example, are these tools, metrics, topics OR, PR, or UR?
CSAT/NPS
Sentiment
AI in the Contact Center
WFM
Average Talk Time as a Metric
Dress Code in the Office

And a couple more topics to get you thinking and agreeing or disagreeing with me!

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Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "CCW" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

With the forecast of some rough economic waters ahead, let's take a look at some things you can do to help your contact center get through this unscathed.  In this episode, we give seven ways or tips that you need to think about to help your center get through.

Some are obvious like focusing on efficiency tools and retention efforts to customers, and some are not, like how I will convince you to RAISE your contact center rep's salaries during these periods.

Love to know your thoughts on this episode.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
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Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "CCW" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Here is my honest assessment of CCW 2022 (June) 

The Good:
The technology is getting better and better with each show, the industry is strong with many tech leaders showcasing amazing uses for Ai, gamification, augmented reality, WFM, voice authentication, and gamification.

The Bad:
Very few end-users at the show.  It was more of a technology showcase than a place to do real business with lots of buyers, especially in the BPO market.  

The cost is astronomical, there are some funny stories like how much it costs to even get your booth carpet swept with a vacuum (no that's not a joke)

The Missing:
Thought leadership.  When you have to pay to speak for most of the sessions, the emphasis is on ROI and not on adding value.

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Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "CCW" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

On this weekly "Advice from a Call Center Geek" Ask me Anything we talk about a range of topics.

In this episode, I give my first thoughts on running your contact center during an economic downturn, what to focus on and how to make sure you stay as efficient as you can.

I get questions on using Analytics to in cent reps, what I look for when buying contact software, and how I spend my time to get the most use of call center shows and expos.

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Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "rockstar" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

I am personally really excited about all of you listening to this episode!

In this episode of Advice from  Call Center Geek,  I sit down and have a conversation with Ashish Nagar,  CEO of Level_AI  on the state of AI in the contact center.

We define Ai as it relates to the contact center, and talk about where Ai in the contact center will be in 24-36 months.

We dig deep into speech analytics and discuss how speech analytics works and how it could be done better.

We wrap it up by talking about how agent assists technology is evolving,  how Ai will be affecting QA,  and where AI really struggles in the contact center.

If you love contact center tech, you will love this episode.

If you would like more information on Level-Ai head over to:
https://thelevel.ai/

To connect with Ashish Nagar:
https://www.linkedin.com/in/ashishnagar/

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Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "rockstar" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
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Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of our weekly Linkedin live AMA that we do every Friday from 1-2pm EST I talk about:

And so much more!!!

Really good and informative AMA.

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Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "rockstar" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

For this of you that don't know him,  James Dodkins used to be an actual, real-life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums, and tore up stages all over the world, James is now the CX Evangelist at Pegasystems where he researches the mindsets, principals and philosophies of companies that deliver ‘Rockstar Customer Experiences’.

🏆 James was awarded The UK's #1 CX Influencer by Customer Experience Magazine in 2020, The UK’s Most Outstanding CX Keynote Speaker by Corporate Vision Magazine in 2021, The World’s #10 Customer Service Guru by Global Gurus in 2021, as well as countless other notable mentions in industry publications like Business Insider, The Times and Forbes.

🎥 James is also a two-time #1 Best Selling Author and the Ex-host of Amazon Prime’s weekly topical CX show, ‘This Week In CX’.

In our 60 minutes together, James and I talk about all things CX and contact center from Ai, building community, the blocking and tackling of service, gaining trust with customers, and even a little NFT and web three discussion.

Really interesting podcast episode that will add a ton of value. This was part of our Friday Happy hour series.  From 1-2 pm EST every Friday,  we host our Advice from a Call Center Geek AMA where you get to ask any contact center of CX question you want.  Sometimes its just me, sometimes I have amazing guests like James.

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Text Me: Text "rockstar" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

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Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of our weekly Advice from a Call Center geek AMA office Hour I answer questions on:

A day in the life of a call center supervisor
Changes in the digital channel landscape
Tip for lowering AHT
KPIS for agents to self govern

and more...

Follow Tom: @tlaird_expivia
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Text Me: Text "blockchain" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
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Watch us: Advice from a Call Center Geek Youtube Channel

My case for why blockchain technology will be the number one disrupter of the contact center and CX over the next 10 years.

Blockchain will be:
Streamlining payments
Taking away processing fees
Making Warranties seamless
Contracts will be written on the chain with If/then statements
Customer data will be encrypted overhauling how we verify customers
Customer loyalty plans will be forever changed
How we pay for and access SaSS products will never need a monthly credit card.

Think about an NFT, written in the blockchain that a customer pays for to never wait in the queue, like an EZ pass for waiting in line at an amusement park.

All this is coming soon.

In this episode, we dig deep into why I think this and why I believe it will even be more disruptive then Ai technology.

Follow Tom: @tlaird_expivia
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Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "blockchain" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Every week we do an Advice from a Call Center Geek "Office Hour" which is a one-hour-long AMA on Linkedin Live.  Any question you have and want to ask I am there to try to help you and see if I can give you some value.

Topics/questions in this week's episode were on the topics of speech analytics, the power of sentiment, creating content for B2b, and our plans for WFH.

Thank you all and I how to see more of you on our next AMA (Every Friday from 1-2pm EST)

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "education" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Let's take a trip into a time machine and see what the contact center and customer experience look like in the year 2030.

How will the Metaverse, NFTs, VR, and AR have an impact on how business and service are done.

 In this episode, I try to give you what I see CX looking like after talking to many experts in the industry over the past couple of months!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "education" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
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Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of Advice from a Call Center Geek, Tom Laird sat down with Andrew McNeile, Chief Customer Officer at ThinScale.

ThinScale develops and provides endpoint software solutions that enable IT to deliver the most user-friendly, secure, flexible/versatile, and cost-effective VDI environments for Windows devices.

Tom and Andrew discuss, the new norm of the remote contact center agent, the security protocols that every organization should be looking at when dealing with at-home agents, and how to efficiently, effectively, and securely deploy one of the most talked-about topics in the contact center WFH space, BYOD (Bring your own device).

If you have work-from-home contact center agents, this is a must-listen-to episode to make sure all your security measures with your devices are covered.

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
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Watch us: Advice from a Call Center Geek Youtube Channel

Let's pretend that I was hired out by a new million-dollar startup that asked me to set up their customer service contact center that they want to run in-house. 

How would I go about doing it, what would I  prioritize, and what are the most important pieces to look at.

This is a great episode for all call center managers that maybe want to change something or improve an aspect of the center.

We discuss:

1) Choosing customer channels
2) What technology is a must, what is a want.
3) Education
4) KPI/Reporting
5) QA Setup for large and small centers.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "security" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

That one call contact center agent that is consistently late by 1, 3, or 6 minutes every day to shift or coming back from break/lunch.  This can be a tricky situation to handle and one that we all deal with in the contact center environment. 

You get frustrated, WFM is on you, other agents are irritated because they can go on break until that agent comes back...it can be a mess if left unchecked.

In this episode, we discuss that it's ok to hold agents to certain standards as long as it's part of the core competency that you need from them and that's been explained.  We also talk about certain ways to avoid this and when to move it to progressive discipline.

This should be a pretty valuable episode to any call center manager or supervisor.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "security" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Middle management is the absolute lifeline of your contact center.  Have you educated and given them the tools they need to be successful.

We are in the process of overhauling our management training program and want to give all of you an inside look at what you should be converting and how to do this.

This includes chapters on
:
TECHNOLOGY/OPERATIONS

HR

MONITORING/COACHING/CLIENTS

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "education" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

In this totally unscripted episode, I sit down with 5 of our contact middle management to discuss how they manage their teams. 

We talk about coaching tips, QA, dealing with motivation issues, and how to handle confrontation that sometimes arises in any work environment from their perspective. 

Really unique episode and one that we want to do more of!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "education" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Educating associates is a core competency of any solid contact center operation.  In episode 141 of Advice from a Call Center Geek, we look at 7 Effective Call Center Training Tips You Can Implement Easily.

Topics in this episode include:
Focusing On the Major Call Center Skills
Equipping Your Agents with Sufficient Product Knowledge
Creating KPIs for Every Training Session
Making Training Sessions Practical and Easy to Implement
Fostering Continuous Improvement
Provide Constructive Feedback
Map Out a Clear Growth Pathway for Your Agents

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "education" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

This episode is definitely in my top 3 favorite episodes and a MUST listen for any Call Center Geek out there.  I re-recorded this episode 4 times to make sure I got across what I needed!

In this episode, we take a deep dive into the Metaverse and How it will fundamentally change CX, service, rewards programs, and customer retention.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "meta" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Turnover...the arch-nemesis of every contact center. 

While it's never going to be perfect, there are some tactics that we can take to improve the culture and the turnover of the contact center environment. 

In this episode, we look at 5 ways that we battle turnover here in my contact center, Expivia. 

These include a dive into:

Culture
Associate Pay
Agent Engagement
Growth and Progression
Having a Say
Difficult Processes and Procedures

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "NFT" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

I love this episode. If you are a call center geek, it's for you, if you are not but want to understand the power of the oncoming NFT revolution, this is for you as well!

NFTs are going to be a large part of business and service in the coming years.  They are not a fad, they are a tool that all of us will need to understand, and the earlier that happens, the more ahead of the game you and your organization will be!

I have gone down the rabbit hole with NFTs, Crypto, Defi, and blockchain, and what to tell you all I have learned.  In this episode, we discuss all the ways NFTs can and will be disrupting business.  This is a brainstorming session where I want to plant the seed in all my listener's minds as to how you can utilize these new technologies.

We talk about NFT in terms of:

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "NFT" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

This time is YOU that is the star of the show!

I asked this question on Linkedin

"What's the one tip that you would give to a brand new call center supervisor managing his/her first team of 15 customer service agents? GO...."

The many answers I got were amazing and I think really helpful. 

So in this episode, we break down some of the top answers that we received. You are going to really like this one, so many smart and talented call center operators out there!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
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Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "january" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Happy 2022!

It's time to look at your center and develop a strategic plan for the new year.  In this episode of ACG, we take a look at four-five aspects of your center and talk through what we look at every year to improve.  These include:

Technology
     New
     Existing

Agent/Culture
     Engementment
     Goal Setting
     Hiring
     Education

Reporting
     Realtime/Dashboard
     Skilling
     KPIs

Management
     Education
     Engagement

Policies/Procedures
     New
     Existing

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "New Book" to 814-247-0633
 

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

NEW BOOK! Advice from a Call Center Geek 3.0! is done!

Ok I just posted the full 204-page book for FREE on our Linkedin group Call Center Tips and Tactics, you can download it right now!

I will also be offering the Amazon Kindle version for free for 3 days after it goes live on Amazon ( by Jan 10)

Amazon is taking longer than normal to review all the published books as they are dealing with staffing issues I'm sure.

I didn't want to wait for them to be ready as I already pushed this back once!

This new version has over 200 pages and 10 new chapters. We added about 70 pages to the last update.

I hope it adds value to all of you!

I will upload the book here to my LinkedIn as well in the coming days but if you want it now, head over to the Tips and Tactics Group:
https://lnkd.in/dDC-VUx

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "New Book" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

My New Book (Kinda) will be out on Jan 4th! We have taken "MORE Advice from a Call Center Geek" and added 10 chapters to it and over 50 pages.

New chapters on AI, KPIs, Engagement, Outsourcing, WFH, new pricing guide, and more!

We also included a Final Exam that you can take with your team that will allow for a deep dive into your contact center to improve every facet of it.

If you are a listener to the podcast and want the new book FREE, all you have to do is join our Linkedin Call Center Tips and Tactics Group.  Not only will you get the book free, but you will also get to join a community of like-minded call center pros that can help with any issues or contact center questions you may have!

I will be offering my new call center ops book free for three days in the group! 

Click here to join Call Center Tips and Tactics:
https://lnkd.in/dqPnN3Nm

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "New Book" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

I got a Linkedin inMail from a listener that said:
Hey Tom!
Thanks for accepting my connection request so quickly.
I recently stumbled across your "Advice from a Call Center Geek" podcast and have been loving the content.
I'm a supervisor in a 25 head center about to apply for the manager position. I've listened to your New Manager cast from August and was wondering if you have a cast (or simply any advice) around what advice you would tell your 25-year-old self?
Thanks!
John- Avid Learner

This really got me thinking about what I would tell myself if I could go back in time and teach my 25-year-old call center self.  Being this episode is being recorded 2-3 days before the new year, I thought a self-reflection episode would make sense.  So I did it.  

I hope this helps all the younger (and older) call center team leads, supervisors, and managers out there!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "New Year" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Let's look at your contact centers efficiency as we head into the new year.  In this episode, we look at:

Call Routing and Skilling Mistakes
Utilizing Self Service the Right Way
Making sure we are Measuring the Proper Efficiency KPIs
     *Adherence
     *Occupancy
     *AHT

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "New Year" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Merry Christmas and Happy Holidays!  As we record this episode, it is December 23rd, 2021, two days before Christmas.

We wanted to take some time at the time of year when you are off with family and away from work with an episode to get you to think a little about what will be happening in the contact center in 2022.  Here are our Top Ten trends that we are looking at and talking about in our contact center, what we have seen at all the contact center conferences, what what is being talked about in the industry.

*AI Revolution?
*Agent Assist Becomes Real
*New KPI's Emerge 
*Emergence of Non Contact Center CX
*Security for 2022
*At Home Training
*Realtime Reporting Upgrades
*NFT's, Smart Contacts, Metaverse
*Cloud Apotion in All Parts of Business
*Crypto from Payments

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

I am doing a down and dirty episode here with my knee-jerk reactions to the Customer Contact Week (aka call center week) conference. 

This episode has not been edited and has been recorded on my iPhone as I left my mic back at home but I didn’t want to wait to record as I didn’t want to forget anything. 

The is my CCW recap episode. 

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Friends, we have done deep into the law here with our attorneys to create a full policy for the upcoming January 4th mandated date for all companies, (we are focusing on contact centers) that have over 100 employees to comply with the government vaccine mandate.

After you listen to this episode, you will be fully versed in the law, the dates that are of importance, what constitutes vaccinated, and what you can and cannot legally ask your employees about their vaccination status.

On top of all that, if you do not have a Vaccine Mandate Policy, I am more than happy to not only give you ours, but also our one-pager for the employees, and the documents you need to keep track of is employees are vaccinated, unvaccinated, getting weekly testing, or have exemptions.

To download our policy, we have posted it here on Linkedin:
Vaccine Mandate Policy

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

The week before Thanksgiving is a great time of the year.  It's time where you can reset some of the negativity that you may have in your contact center, and accent the positivity using some motivational tactics that really get a boost when paired with the holiday season.

In this episode (129) we talk about ways to engage and motivate employees during the holidays, ways you can utilize social media with your teams better to motivate and enhance culture, and we also discuss bonuses and some bonus structures that I have used in the past in the contact center environment.

This episode is all about your agents and helping develop the culture you want.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

I am always thinking about how can my contact center be different?  How can we have better quality, how can we as management engage our employees better?

One of the thoughts that I had when I was out sick with Covid, was doing a Reddit style Ask Me Anything (AMA) and having all the employees do just that, and me anything they want.

It was AWESOME!

So many times we just assume that people understand why we do what we do, why this policy is in effect, why we don't allow that.  If we dont explain then may times there is the assumpltion of "thats just how it's always been done" or " they just want to be mean", or even "that makes no sense!"

This allowed me to explain questions, policies, procedures, and topics that I did t realize needed to be discussed in more depth.  It was a great experience and really enhanced our corporate communication culture.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

This episode is a little different than what we normally do, much more personal.  10 days before recording this, I tested positive for covid, this at a time when Covid has hit our Expivia contact center family petty hard, much harder than in 2020.

I want to give you my perspective on how I dealt with this and how it changed my perception of my WFH agents and my thought process on dealing with agents, even WFH agents that test positive.  This was a big wake-up call for me.

I also want to talk through the vaccine mandate that will be coming into play for many of us the first week of January, how we are dealing with team members that don't want to get vaccinated, policies that we are having to put in place, and just overall how we are dealing with the mandate.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

One of my roles as the CEO here at Expivia, is to make calls on where I see technology and CX intersect to try to position us to be ahead of the curve.

Facebook (at the time of this recording) just announced they are changing their name.  The name is a small piece of what they are doing.  One of the largest companies in the world is changing its entire business model to focus on the Metaverse.  This should open all of our eyes as tho what is coming, it definitely opened mine.

In this episode, we look at customer experience how the metaverse, VR, AR, and some other newer platforms  coming to play in Customer Experience 3.0

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

Covid had changed the way many of us operate our contact centers.  In this episode of "Advice from a Call Center Geek!" we take a look back at where we were and all the policies, procedures we changed, the technology we now utilize, and the engagement that we have evolved.

This is a great episode for you to take a look at your internal operation and see what areas you can improve with all the changes in the workforce and technology we have all seen.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

If you would like to appear on "Advice from a Call Center Geek! make sure you shoot tom an email at tlaird@expivia.net!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

The Ultimate Guide To Contact Center Outsourcing Episode...we created it!
This episode of "Advice from a Call Center Geek!" is designed to give you everything you need before you outsource.

What to look out for, what to negotiate, pricing... it's all here.

This episode will give you everything you need to make the right decision about outsourcing (or not to outsource) your contact center.

We also have a full downloadable guide that goes into even more depth that you can find here:
Ultimate Guide to Contact Center Outsourcing!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

If you would like to appear on "Advice from a Call Center Geek! make sure you shoot tom an email at tlaird@expivia.net!

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

What should your service level KPI's be in your contact center?

In this episode, the voice of the Geek, Tom Laird, gives the "official" "Advice from a Call Center Geek!" SLA benchmarks for Voice, Chat, Email, QA, and Sentiment.

Let the arguing begin!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

In this week's episode, we take a look at a really cool team-building exercise that I have done here at Expivia.  We sat down with some of our management and HR team and tried to discuss the top 10 customer service skills that an associate would need to be a world-class agent.

The discussion was lively and fun!  Every organization will have a different set of ten, but going through this exercise you really were able to see what some of your management most value and what are they missing as well.

Well worth the time and effort to go through this exercise.

Once you do, make sure you post your top 10 on LinkedIn with the #callcentergeektop10

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of Advice from a Call Center Geek! we dig deep into 13 questions that all contact center leadership teams should be able to answer and have a plan for.

We dig deep into these questions to start anyone in management or working on the first lines of a contact center thinking on how they can improve as individuals and as a call center management team.

Some of these questions we discuss include:
Do your supervisors all manage differently?
What is tolerated or not tolerated on the call center floor?
How does management treat peers?
Do your supervisors all manage differently?

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok:https://www.tiktok.com/@callcenter_geek
Linkedin Group:https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel