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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 duri…
 
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! S…
 
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 a…
 
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 enti…
 
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…
 
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 (…
 
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/callcentergee…
 
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 differe…
 
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 …
 
We had the privilege of talking to NICE CXone (inContact) CEO Paul Jarman on this episode of "Advice from a Call Center Geek!" In what will be one of our cornerstone episodes, we had the opportunity to get into the mind of a true CX leader and visionary. We talk about the state of AI, speech analytics, changing customer preference, the oncoming dig…
 
You just got the job as the new call center manager, you are super excited!!! But then you realize, " I AM THE NEW CALL CENTER MANAGER!!!!", what do I do! In this episode, we take a look at what the first three weeks should look like for a new call center manager. how to earn trust and respect, creating a culture to be proud of, and getting your te…
 
Speech analytics is an extremely powerful tool in creating a positive agent and customer experience. sentiment, trending keywords, even frustration level and be monitored and tracked. What we all have been waiting for though is real time analytics. Technology that will help and empower agents in call. Well we have found a call center leader and a f…
 
What Is Customer Service Experience? "Customer service experience is the opinion your customer forms about the quality of the service you provide." Blocking and tackling. Fundamentals. This is what makes us excel at things that are important to us. In this episode of "Advice from a Call Center Geek!" we take a look at 8 topics that can instantly an…
 
Back to the basics of what you all love about the podcast! Let's talk about contact center coaching, how to improve it, have a plan for it, and improve our culture with it. Proper coaching is the most underrated way to improve (or ruin) the culture of your contact center. In this episode we talk about 10 Tips on Improving your Contact Center Coachi…
 
Conversational AI...a topic that confuses some and fascinates others. In today's episode of "Advice from a Call Center Geek!", we have the opportunity to sit down with two industry leaders that are shaping how AI impacts customers and contact centers, especially contact centers that are sales and lead gen focused. Aktify CEO Kreg Peeler and CRO Cra…
 
In this episode, "A Day in the life of a Contact Center Supervisor", we talk about what a full day looks like for our middle management. From greeting reps, planning goals, monitoring/coaching, to the end of the day synopsis, we talk about what we have found to be the best way for our supervisors to handle their day to add the most value to our ass…
 
It seems there is a big struggle to get people back to work post-pandemic. For various reasons, many service sector jobs, including the contact center are finding it harder and harder to find the quality help need to staff appropriately In this episode of "Advice from a Call Center Geek" we dig into proven hiring techniques to try to help all our l…
 
Announcement- Expivia Virtual Reality Contact Center Concept Expivia is going to be attempting to build out a 100% fully Virtual Reality Customer Service Contact Center, and we want to show you how we are doing it, in fact, we want you to be a part of it! The goal is to have a 100% functioning POC that allows live customers to interact with LIVE vi…
 
We have the honor of having in the "Michael Jordan" of Contact Center Solutions, an encyclopedia of call center platforms, the players in the space, and the technology that is out there, Brandon Knight VP Advanced Solutions- Contact Center at Telarus. This is a can't miss episode for anyone looking to possibly change their call center technology or…
 
Customer experience is a multi-tiered onion that has so many different layers. In this episode we take another look at call quality, we define that are the pieces that make up quality calls, and then we give an in depth look at 10 Ways to Improve Your Call Center Quality and Monitoring. These entail: 1. Investing in a Speech Analytics Software 2. S…
 
When we go in to consult for a call center that is not operating at its peak, there are about 35 different aspects of the center that we look at. In this episode of "Advice from a Call Center Geek!", we give you the top 11 call center topics that you need to look at and how to break them down to do your own process improvement plan. Many call cente…
 
What is the proper way to pay your hard-working call center associates? In this episode, we talk about making sure we have agent and management salary paths for our call center workers to go down to make sure we are showing the proper progression and appreciation for all the work that they do on the front lines. There are a million different ways t…
 
Blockchain, Crypto, NFTs, Bitcoin. These are not just technologies to be ignored as passing fads. There is a wave that is coming to the call center and to CX that you need to know about, you cannot put your head in the sand and hope it goes away. In this episode, we talk specifically about the role of blockchain in how call centers and service cent…
 
Our new Linkedin group on call center operations tips and tactics is now live! You asked for it, you got it! MISSION: The purpose of this group is to engage with call center executives, managers, supervisors, and associates and provide ways to run their call center more effectively. We want to use the themes of the "Advice from a Call Center Geek!"…
 
How many supervisors, trainers, team leads, and HR staff should you have to manage your call center? In this episode, we take a look at all aspects of management to associates ratio and make sure you are neither under nor over-staffing your management roles. Also, we are introducing our new "Advice from a Call Center Geek, Call Center Ops Tips and …
 
In episode 103 we talk about the touchy subject of discipline policies in your call center and what should happen when you have to put an associate on an improvement plan. We talk about the touchpoints that should happen in the first 30, 60, and 90 days of a new hire, how to be proactive with your associates when it comes to discipline, and what sh…
 
In this week's episode, we dive deep into a really awesome call center motivation that we are doing here at Expivia. This will hopefully give you some thoughts on setting up something like this in your call center. We also added in a bonus motivation/game that we did today as well that has blown away our expectations when it comes to call center re…
 
Here is a little something different. in this episode we infuse. call center operations, entrepreneurship, and covid all rolled into one! The host of "Advice from a Call Center Geek!", Tom Laird, had the opportunity to be on the radio with host Joel Natalie of TalkErie. We discuss how our call center started, what technologies and employee strategi…
 
In this episode, we take a look behind the curtain of our call center here at Expivia to talk about what tools and technology we are using day in and day out and what tools are important in your call center based on the size and goals of the center. This is an interesting episode for anyone who wants to understand how all the call center technologi…
 
Happy 100th Episode!!!!!! We want to set the table for 2021 and our next 100 episodes by asking you how we can do more to add value, and we have some thoughts. We want and need your opinion in this episode. Here is the link to the Advice from a Call Center FB Community Page: https://www.facebook.com/callcentergeekcommunity Also, we take some time t…
 
Do you and you care about your associates on a personal level? I'm not saying you are best friends and go out on the town, but do the reps know that you as a manager care about them? Respect is something that today's generation really takes to heart, and we need to be able to provide respect to make sure our culture is working at its peak. In this …
 
What happens when you are told to come up with the policy plan to safely get your call center back onsite in your brick and mortar facility? This episode of "Advice from a Call Center Geek!" will hopefully be able to help you. In episode 98, entitled, "Procedures to Move Your Call Center Back Into the Office", we take a look at our personal case st…
 
You guys may think I am crazy, but I think I found the technology that will be changing the customer service and customer experience industry to levels we have never thought of. Currently, we are using call center technology to either gauge the CX (CSAT, NPS, Sentiment..) or we are trying to make interactions shorter, more cost-effective, or easier…
 
In this episode of "Advice from a Call Center Geek!", we sit down with Jimmy Budnik, the VP of Customer Care and CRM at Overstock.com. An engineer by trade, Jimmy takes to the role of VP of customer care at Overstock.com with one eye on the culture of his team and another on improving the customer experience through education and technology. In thi…
 
Outsourcing is not for everyone, and we have been very open about that, in fact, we did an entire episode on 10 reasons why you should NOT outsource. These 7 falsehoods though are topics that organizations that are new to call center outsourcing think are reasons why they would NEVER outsource. This is a false narrative. In this episode, we talk sp…
 
Call Center Superbowl.... For many of us, that is what Black Friday and Cyber Monday are. Over the years, we have come up with some tips that help make these high-traffic days go as smoothly as possible. In this podcast we go over 7 call center tips for Black Friday: No IT Updates This week Look at Your Shrinkage % Have a Motivation for Your Associ…
 
Speech analytics is an evolving tool that has use cases not yet thought of. As we are evolving how we use the tool, we want to tell the Geek! community as a whole to possibly spur some thoughts on the best way to use analytics in your organization and to also increase the ROI for an analytics investment. In this episode we talk about 10 unique ways…
 
Its almost 2021 (YES!!) and we here at Expiva are having budgeting talks and discussions on where we see the industry moving in 2021 and what technologies and strategies do we want to invest in for next year. In this episode we talk about the top five trends that we see in the industry and how we plan on using them to our advantage. Topics include:…
 
One of the age-old call center ops questions is "Should we use live or recorded calls" for our QA? Understanding that many call centers are moving to an analytic based QA platform, there is still a majority of centers using managers to "listen" to calls. In this episode, we talk about the benefits of using both methods and when to do so. We discuss…
 
I am going to start to answer the awesome questions I am getting in the Advice from a Call Center Geek! SMS Texting community as Community Q/A mini-podcasts. I want this to be a huge benefit of joining our texting community (to join text "podcast" 814.247.0366 to get signed up). In this Mini-Pod, I give my thoughts on some best practices when you h…
 
Here is a quick overview of what skills-based routing is, how to use it, and why it's such a great tool. This is the biggest difference between a UCAAS (Office Phone System) and a CCAAS (Call Center) platform. I have been getting a bunch of questions on skills-based routing so I hope this answers a lot of them! We did a white boarding video that go…
 
Lowering handle and talk time the right way can add to a center's ROI and make the customer and agent experience better In this episode of the Geek!, we talk about tips on how to break calls down into segments to streamline processes. how to lessen hold time, and how to minimize one of the biggest killers to handle time and call center efficiency..…
 
Outsourcing your call center operations can be a scary deal. If you can manage the relationship in a proper way, there can be a win-win mentality that happens not just for you and the BPO partner but most importantly for your customers as well. In this episode, we give you actionable items to put into place to make sure the client/call center relat…
 
This is an Episode for true Call Center Geeks! I want to give you my five favorite call center reports and tell you why they help me and can help your call center. In this episode we will talk about: Daily Summary Reports Monthly Volume Trends Interval Volume Trends Agent Occupancy Reports Customer/Agent Sentiment Reports Blog Post Link: https://ex…
 
SOOOOO, I was scolded by my staff about the title (not the content) of yesterday's episode on "10 Reasons why you Should NEVER Outsource Your Call Center". They said it sounded finite like you should outsource no matter what, if you listened to the episode you know that was not my intention... So to make peace with everyone, I have done an episode …
 
I can talk all day on why you SHOULD outsource your call center and the benefits of doing so, but that doesn't seem very much fun. Let's talk about the 10 reasons why you should NEVER outsource. If you or your organization can relate to 2 or more of these topics on the top 10 list, then you should seriously consider keeping your call center interna…
 
To maximize revenue, some call center outsourcers will do some things that are not up to industry standards. This is no different from what a SAAS or website creator may add in the "small details". I don’t want any member of the "Geek Nation" to fall for any of these when you are looking for a great outsourcer. Some of the ways that outsourcers may…
 
If you have not joined the Call Center Geek Texting Community here is another reason why. (text "Call Center" to 814.247.0366 to Join) The Texting Community gets to ask anonymous questions to me that I then will answer on Linkedin. Every couple of weeks, we will do a podcast episode with these questions so the geek nation can hear them and hopefull…
 
Just a quick message for any organization out there that is looking to purchase a new telephony platform or software but may need a little help making the best decision for your organization. I started Call Center Geek Consulting a couple of months ago and in that time frame, we have been able to help some of our podcast listeners that have reached…
 
How many times has your boss or manager said the call center was not servicing properly and that the NPS and CSAT scores were too low! It has to be poor service in the call center right? WRONG! With so many ways that customers can interact with an organization, most times the call center can only triage a poor experience that a customer had had wit…
 
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