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Advice from a Call Center Geek!

By Thomas Laird

Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. We discuss topics such as call center operations, hiring, culture, technology, and training and have fun doing it! Please post a review on Itunes if you find our podcast of value. This will help us reach as many Call Center Geek as possible!#callcenter #contactcenter #CX #custserv #callcentergeekwww.expiviausa.comIf you enjoy listening to the podcast then come and interact with all of us! Join the "Advice from a Call Center Geek Community" on Facebook today. You can ask questions and learn from the entire Call Center Geek community!

  1. 1.
    7 Tips to Make Black Friday Run Smoothly in Your Contact Center11/23/2020
    12:09
  2. 2.
    10 Unique Use Cases for Speech Analytics11/17/2020
    20:31
  3. 3.
    Five Call Center and Customer Service Trends for 202111/05/2020
    19:40
  4. 4.
    Using Live or Recorded Calls and How To Run a Calibration Session10/29/2020
    19:31
  5. 5.
    Community Q/A- Two Separate Teams for Voice and Chat or One Integrated Teams? 10/25/2020
    7:55
  6. 6.
    What is Skills-Based Routing and How/Why Do Call Centers Use It?10/23/2020
    6:46
  7. 7.
    Tips To Lower Your Call Center's Handle and Talk Time10/23/2020
    17:54
  8. 8.
    How to Properly Manage a Call Center Outsourcer10/16/2020
    20:27
  1. 9.
    My Five Favorite Call Center Reports 10/06/2020
    15:27
  2. 10.
    10 Reasons Why You SHOULD Outsource Your Call Center09/30/2020
    15:42
  3. 11.
    10 Reasons Why you Should NEVER Outsource Your Call Center09/28/2020
    17:08
  4. 12.
    Behind the Curtain- Tricks that Some Call Center Outsourcers Play09/25/2020
    20:50
  5. 13.
    Listener Call Center Geek Mail Bag Questions!09/14/2020
    19:31
  6. 14.
    Call Center Geek Consulting 08/31/2020
    2:39
  7. 15.
    Its Not The Call Centers Fault! Introduction to Customer Journey Mapping and its Importance08/28/2020
    13:43
  8. 16.
    Univ Wisconsin Talk on Making Call Center Culture Tangible and Tips for Call Center Rep Engagement08/21/2020
    58:45
  9. 17.
    Purchasing a New Contact Center Platform- Everything You Need To Know08/12/2020
    24:55
  10. 18.
    Best Practices for Setting Up Supervisor and Admin Call Center Dashboards08/04/2020
    10:18
  11. 19.
    Setting up a Call Center Employee Suggestion Program07/13/2020
    8:01
  12. 20.
    Technology Tools that World Class Centers Utilize07/06/2020
    20:19
  13. 21.
    Announcing the Advice from a Call Center Geek Texting Community- Join Now!07/06/2020
    1:30
  14. 22.
    To Stay WFH or Move the Call Center Back Brick and Mortar06/18/2020
    14:14
  15. 23.
    HR and Corrective Actions in the Call Center Environment06/04/2020
    21:48
  16. 24.
    Planning for the Needs of Your Call Center- Infrastructure, Customer Journey, and Employee Engagement05/22/2020
    15:34
  17. 25.
    The TRUTH about AI and the Call Center in 202005/13/2020
    17:32
  18. 26.
    Security With At Home Call Center Operations04/27/2020
    12:25
  19. 27.
    Everything You Need To Know About Running an At-Home Call Center04/17/2020
    19:19
  20. 28.
    Where Does My Call Center Go From Here? Preparing for Post Covid-1904/10/2020
    21:24
  21. 29.
    A Day in the Life- Two Weeks of Operating a Call Center in the Days of Covid-1903/25/2020
    22:12
  22. 30.
    Unique Times- A Conversation with Paul Herdman- Head of Global Customer Experience- NICE inContact03/20/2020
    35:41
  23. 31.
    SPECIAL EPISODE- COVID-19 (Coronavirus) and Your Call Center- Steps to Take03/13/2020
    14:12
  24. 32.
    A Conversation with Contact Center Consultant-Advisor Fred Shadding03/09/2020
    36:22
  25. 33.
    10 Policies Every Call Center Operation Must Have02/27/2020
    21:29
  26. 34.
    Highlights from My Appearance on the Call Center Helper Podcast02/20/2020
    18:35
  27. 35.
    2020 CALL CENTER SECURITY CRISIS- Stop Allowing Cell Phones on Your Call Center Floor!02/13/2020
    14:43
  28. 36.
    Deep Dive into Your Call Center- 22 Questions We Ask When Consulting02/10/2020
    19:50
  29. 37.
    Benchmarking Call Center KPI's for Efficiency02/01/2020
    17:50
  30. 38.
    Digital Customer Service- Best Practices01/24/2020
    19:51
  31. 39.
    Call Center Security 101- Security Needs in Your Call Center01/17/2020
    25:37
  32. 40.
    Live Supervisor Round Table Discussion- Helping the New Supervisor01/06/2020
    16:28
  33. 41.
    The Entrepreneurial Spirit is Alive! How We Started our Call Center Outsourcing Company01/05/2020
    9:24
  34. 42.
    Top 10 Questions You Always Wanted to Ask a Call Center Outsourcer01/03/2020
    17:11
  35. 43.
    Five Ways to Engage Your Call Center Staff12/26/2019
    16:41
  36. 44.
    Merry Christmas and Thank You- Year in Review Episode12/24/2019
    9:58
  37. 45.
    Call Center Technology Trends for 202012/12/2019
    20:13
  38. 46.
    True Social Media Horror Story- Why you need to Monitor Your Social Channels and How to Respond When the Trolls Come12/02/2019
    19:16
  39. 47.
    Google Contact Center AI is Available- What that Means for Your Call Center11/22/2019
    19:30
  40. 48.
    Call Center KPI's 10111/15/2019
    19:49
  41. 49.
    Call Center Workforce Management (WFM) 10111/07/2019
    19:06
  42. 50.
    New Agent On-boarding Policies and Procedures10/23/2019
    20:09
  43. 51.
    Sales Done the Right Way in Your Call Center10/11/2019
    20:47
  44. 52.
    10 Ways To Make Your Customer Service Experience Unique- With Examples10/04/2019
    18:40
  45. 53.
    Five Ways to Improve Your Call Center Today09/27/2019
    18:56
  46. 54.
    Case for NO Cell Phones and NO Wearable Technology on Your Call Center Floor09/18/2019
    15:43
  47. 55.
    Pros and Cons of Outsourcing09/12/2019
    20:24
  48. 56.
    Crystal Ball- The Call Center of 202509/04/2019
    20:58
  49. 57.
    The Birth of a Call Center- Revenge is the Best Success!08/29/2019
    18:12
  50. 58.
    Cracking the Code on Call Center Attendance- Go on a Streak!08/20/2019
    19:44
  51. 59.
    Call Center Management Equation- True Story (Best Podcast we have done!)08/14/2019
    17:50
  52. 60.
    Special Announcement- Free Version of our New Call Center Book "More Advice from a Call Center Geek!"08/07/2019
    2:13
  53. 61.
    Future Service Channels- Implementing Video into Your Customer Service and Sales08/05/2019
    18:03
  54. 62.
    Attendance- Tips for improving Attendance in Your Call Center07/19/2019
    20:59
  55. 63.
    Tips on the Physical Setup of Your Call Center 07/10/2019
    18:24
  56. 64.
    Cut your Agents Some Slack- Enhancing Your Call Center Communications Culture07/01/2019
    17:30
  57. 65.
    How to Set Up a Weekly Agent Analysis Program06/22/2019
    16:54
  58. 66.
    Games to Play in Your Call Center 3.006/12/2019
    19:16
  59. 67.
    Moving Your Call Center to the Cloud- Pros and Cons06/04/2019
    24:08
  60. 68.
    Engaging and Developing Your Call Center Associates with Social Media05/30/2019
    17:40
  61. 69.
    Special Announcement From the Geek!- Call Center Geek Community Creation05/28/2019
    6:06
  62. 70.
    How to Recruit the Right Call Center Agents Using Culture, Social Media and Branding05/21/2019
    18:31
  63. 71.
    Changes in Customer Expectations and Need for Omnichannel05/15/2019
    17:29
  64. 72.
    Call Center Outsourcing Pricing Around the World05/13/2019
    18:48
  65. 73.
    Predictive Behavioral Routing- The Next Evolution in Contact Center Routing Technology05/02/2019
    17:48
  66. 74.
    Case Study on United Baggage CX and the Newest Call Center Technologies from Nice inContact Interactions 1904/26/2019
    21:08
  67. 75.
    Remembering the Call Center of the Past- 198504/11/2019
    19:23
  68. 76.
    Changing How Sales are Done in Your Call Center- Introducing "ERQ"04/04/2019
    15:35
  69. 77.
    A New Way to Incent Your Call Center Associates03/28/2019
    14:34
  70. 78.
    Chatbots for the Call Center and Customer Service- Present and Future03/19/2019
    19:43
  71. 79.
    How Much Does Your Call Center Really Cost? How to do an Easy yet Thorough Cost Assessment03/13/2019
    19:01
  72. 80.
    Advanced Speech Analytics- Unique Use Cases03/05/2019
    23:19
  73. 81.
    Why the Cloud Rocks (and so does NICE inContact) 02/26/2019
    21:01
  74. 82.
    9 Ways to Improve your Call Center Coaching02/20/2019
    19:06
  75. 83.
    Call Center Money Ball- Call Center Metrics that Actually Matter02/12/2019
    17:14
  76. 84.
    Motivational Games to Play In your Call Center 2.002/07/2019
    24:44
  77. 85.
    Ten Critical Items to Think About Before Outsourcing Your Call Center or Creating an RFP02/04/2019
    22:45
  78. 86.
    QA (Quality Assurance) Done the Right Way in Your Call Center01/29/2019
    20:53
  79. 87.
    Making Your Call Center Unique to Your Culture- Tips and Tricks01/22/2019
    20:07
  80. 88.
    Call Center Supervisor Training- Starting a Management Training Program01/15/2019
    17:09
  81. 89.
    When Good Times Go Bad- Dealing with Supervisor and Associate Confrontation in Your Call Center01/09/2019
    20:10
  82. 90.
    Ten Ways to Disrupt Your Call Center Using Technology and Best Practices01/04/2019
    33:38
  83. 91.
    Call Center Coffee- Starting the Day in the Right Way in Your Call Center01/02/2019
    16:42
  84. 92.
    Initial and Ongoing Education in your Call Center12/20/2018
    19:45
  85. 93.
    Hiring the BEST Call Center Associates for your Organization Based on Culture12/18/2018
    20:56
  86. 94.
    Podcast DNA / I Bet In Know Why Your Call Center is Struggling 12/17/2018
    21:51

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