Advice from a Call Center Geek!

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 while having fun doing it!

All Episodes

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_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Nov 30

20 min 8 sec

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_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

E

Nov 18

15 min 39 sec

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_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Nov 11

15 min 9 sec

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_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Nov 5

17 min 46 sec

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 3.0Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Oct 21

17 min 35 sec

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_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633If you would like to appear on "Advice from a Call Center Geek! make sure you shoot tom an email at tlaird@expivia.net!This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Oct 15

17 min 54 sec

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_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633If you would like to appear on "Advice from a Call Center Geek! make sure you shoot tom an email at tlaird@expivia.net!This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Oct 7

26 min 46 sec

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_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Sep 21

11 min 26 sec

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 #callcentergeektop10Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Sep 17

16 min 15 sec

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_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Sep 9

19 min 45 sec

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 digital transformation, and where he sees the contact center and CX going in the next 5 to 10 years.The discussion also covered the story on how inContact was started as a seller of unified long distance in the late '90s, through the transition of becoming one of the first CCAAS companies,  all the way through the merger with NICE and where the company is today.Very interesting discussion for any call center geek, great insights into where we are now, and where are going in the near future!Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Aug 30

31 min 20 sec

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 team to row in the same direction! Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel Text Me: Text "Call Center Manager" to 814-247-0633This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Aug 18

20 min 52 sec

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 forward-thinking company that is doing just that.Balto CEO Marc Bernstein joins Tom in discussion in the state of analytics, the technology behind it, how they are doing agent assist, and the technology behind their August 9th launch of real time coaching and real time QA.  The ability for technology to be one actually scoring calls may not be science fiction after all.Fascinating episode on a company that is leading the way in the speech analytics space.  We are very excited to present this episode.  Its a can't miss for all call center geeks! https://www.linkedin.com/in/baltoceo/ https://www.balto.ai/ woof.balto.ai/boom   Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Aug 6

36 min 12 sec

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 and easily improve your organization's CX.1. The Tone is the Message2. Branding3. Motivate4. Technology and your associates5. Customer Immersion6. Fun!7. Customer Journey Inspection8. Appropriate Staffing ( I know, I know...easier said than done sometimes :) Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelThis episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Aug 5

19 min 17 sec

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 Coaching: 1. Praise Publicly But Coach Privately2. Sandwich Negative Feedback with Positive Feedback3. Be Specific4. Tie Performance to Data5. Have Your Agent Assess Themselves6. Role Play7. Discuss Roadblocks8. Redefine KPI Goals9. Understand Expectations10. Remonitor Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Jul 29

18 min 52 sec

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 Craig Daly,  join us in a conversation tailored for those looking to learn where conversational AI is today, where it's going in the future, and some of the amazing use issues that Aktify is solving day in and day out through its use.Very interesting discussion from two leaders that are shaping the power of what Conversational AI is and where it is going. JOIN US!Check out Aktify here at Aktify.comFollow CEO Kreg PeelerFollow CRO Craig Daly Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Jul 19

30 min 16 sec

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 associates and to our organization.1. Check Closeouts2. Greet Reps3. KPI Team4. Individual meetings5. Staying Relevant6. Monitoring/Coaching7. Dealing with issues that may arise 8. Checklist9. Daily Synopsis10. Weekly Agent AnalysisFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Jul 19

15 min 21 sec

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 appropriatelyIn this episode of "Advice from a Call Center Geek" we dig into proven hiring techniques to try to help all our listeners through this workforce shortage. We talk about what social platforms work the best, how to best use them, and what type of budget do you need.Many other options as well are talked through such as how to set up an employee referral program, using your present workforce to mass post, and looking at many other options that will hopefully give you some ideas to increase your call center hiring capacity not just for now but for the future as well  Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Jul 1

15 min 26 sec

 Announcement- Expivia Virtual Reality Contact Center ConceptExpivia 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 virtual customer service Expivia team members in a fully virtual and brandable world.We will be posting videos/blogs/pics multiple times a week to show you how we are doing this, our mistakes, and our triumphs a look behind the scenes at everything we are doing. We will not hide anything...Please take the time to like our Facebook channel and follow us on our other social outlets!Youtube: https://lnkd.in/dW3hPBZLinkedin: https://lnkd.in/dJZF6P7Facebook: @expiviaVRTwitter: @expiviaV#contactcenter #virtualreality #future This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Jun 25

8 min 40 sec

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 platform, or are interested in the main players in the space and how they operate differently.We discuss the established players (Nice CXone, 5/9, TalkDesk...), well known premise-based brands and their journey to the cloud (Mitel, Avaya...), and up and comers ( Edify, Ujet, Amazon Connect...).We talk about the difference between platforms that operate on micro-services compared to a cluster model.How AI will really impact the contact center.What new technologies are coming to a contact center near you that you need to understand?Lastly, we discuss tips and ideas to make your call center investment worth every penny.A ton of value here for all Call Center Geeks!If you are interested or need help discussing any  call center software needs please feel free to email Tom Laird at: tlaird@expivia.net Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Jun 10

39 min 11 sec

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 Software2. Set Up a QA Team3. Set Call Quality Standards4. Creating a Scorecard5. Monitor the Quality of Live Calls /Evaluate the Quality of Recorded Calls6. Making the Agent Part of the Evaluation7. Identifying the Pain Points8. Document the Results of Call Quality Monitoring9. Use QA as a Management Teaching Tool10. Commit to Regular Call Quality Monitoring Join our SMS Text Group, Text "Call Center" to  814.247.0366Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Jun 1

19 min 10 sec

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 center managers get overwhelmed if their center is underperforming.  In this episode, we show you have to look at small pieces of your center to make constant improvements over the long haul to remake your center.You can hire a call center consultant to help you, or just listen to this episode and put a plan in yourself! Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

May 18

19 min 33 sec

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 to do this but hopefully, this will give you the framework of building out a pay structure in your call center that matched your culture.Join our SMS Text Group, Text "Call Center" to  814.247.0366Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Apr 29

13 min 36 sec

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 centers will operate in the near future.  We discuss the changes that are coming to sending/receiving payments, sending/receiving products, smart contracts, customer record keeping, PCI, and data security all because of blockchain technology.It's coming, if you are a call center leader, you need to start to get yourself informed, hopefully, this is your start. For more info on Advice from a Call Center Geek:Text us: 814.247.0366Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Linkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelCall Center Geek NFT Art: https://opensea.io/collection/call-center-geek-artThis episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Apr 21

19 min 47 sec

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!" podcast to try to improve the agent and customer experience in call centers throughout the world.RULES:This is a group whose sole purpose is to prove tips and tactics on helping others improve their contact center operation. Any solicitation for products or services will be deleted from the group and the member will no longer be allowed to post. Please keep all topics related to best practices and questions on call center ops.We are very excited to have a place where we all can talk openly about any help or ideas to make our call centers better without any sales pressure.Click here to join:https://www.linkedin.com/groups/9041993/We hope that you will join and add to the conversation.This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Mar 30

1 min 44 sec

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 Tactics" Linkedin Group.  If you are reading this, you are a call center geek!  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!" podcast to try to improve the agent and customer experience in call centers throughout the world. Click here to Join! For more info on Advice from a Call Center Geek:Text us: 814.247.0366Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube ChannelCall Center Geek NFT Art: https://opensea.io/collection/call-center-geek-art This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Mar 29

16 min 40 sec

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 should happen if your culture thresholds are not being met and an associate needs to go on an improvement plan what that should look like.For more info on Advice from a Call Center Geek:Text us: 814.247.0366Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel Call Center Geek NFT Art: https://opensea.io/collection/call-center-geek-artThis episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Mar 25

18 min 59 sec

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 rep engagement.Love to know your thoughts on this! For more info on Advice from a Call Center Geek:Text us: 814.247.0366Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Mar 10

14 min 5 sec

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 strategies we are using, and how we have grown to a national presence.We would really like your feedback on this episode as it's truly from the heart and will allow you behind the scenes into what running a call center is really like! For more info on Advice from a Call Center Geek:Text us: 814.247.0366Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Mar 5

24 min

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 technologies of omnichannel, analytics, WFM, HR, QA all work together in unison to enhance the customer experience. For more info on Advice from a Call Center Geek:Text us: 814.247.0366Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Mar 1

14 min 13 sec

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/callcentergeekcommunityAlso, we take some time to talk about the interesting work we have been doing with the national push to schedule covid vaccinations.  It's an amazing story of how the call center has been helping! For more info on Advice from a Call Center Geek:Text us: 814.247.0366Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Feb 19

20 min 8 sec

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 episode, we talk about "Psychic Income, that that is, and seven ways to show respect for your call center associates.These include:Showing interest in your call center associates as peopleCoaching and reprimanding in privateCelebrating in publicTalking about advancementWhy/how to need to keep team meetings positiveHaving reps talk positively about other repsKeeping management office hoursFor more info on Advice from a Call Center Geek:Text us: 814.247.0366Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Jan 28

14 min 35 sec

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 study of how we are planning on bringing back 250 associates safety in-house for a financial services' client that need a secure brick and mortar facility to operate.We talk about procedures for coming to work, traffic flow, distancing, getting nuanced with break times, and having a safety coordinator for each shift.If you are planning to have your call center back onsite, this episode will hopefully add a lot of value to your planning.Blog Post Link:https://expiviausa.com/procedures-tips-to-move-your-call-center-back-into-the-office/ For more info on Advice from a Call Center Geek:Text us: 814.247.0366Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Jan 19

18 min 37 sec

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 for the customer.These are all good things...yet we have no technology out there that will totally change of we operate as customer experience professionals.I think I have found that technology, one that will change how brands service in the next five years.  It's not a call center and it's not an AI chatbot (well not really...).Listen to this episode, tell me if we are crazy or not!Blog Post Link:https://expiviausa.com/the-one-technology-that-will-be-revolutionizing-the-customer-experience/ For more info on Advice from a Call Center Geek:Text us: 814.247.0366Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Jan 11

17 min 21 sec

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 this 30 minute interview, we tackle topics such as:Take a look behind the scenes at how Overstock handles the retail holiday seasonUnderstand how COVID-19 has affected the Overstock customer care modelHow Overstock is handling changing demographics and self-serviceWhat technologies are Overstock utilizing to improve the customer experienceJimmy's view on how analytics can better understand customer expectationsHow does Overstock view NPS in relation to customer/agent sentimentVery insightful perspectives from an industry CX leader.  This episode is very technology-driven and will hopefully give you some insights into where customer care is moving to from the views of someone running one of the leading customer care models in the industry.Follow Jimmy Budnik on LinkedIn:https://www.linkedin.com/in/jimmybudnik/Blog Post Link:https://expiviausa.com/a-conversation-with-the-vp-of-customer-care-and-crm-at-overstock-com-jimmy-budnik/For more info on Advice from a Call Center Geek:Text us: 814.247.0366Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Dec 2020

32 min

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 specifically about these seven excuses for reasons not to outsource.These are:Thinking you will love total controlQuality will take a hitNot being able to integrate your data systemsYour program is much to complex for an outsourcerTurnover will be highSecurity ConcernsIssues with the cloudBlog Post Link:https://expiviausa.com/7-falsehoods-about-outsourcing-your-call-center/ Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Dec 2020

17 min 46 sec

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 weekLook at Your Shrinkage %Have a Motivation for Your AssociatesTaking Care of Large QueuesVirtual Call BacksUsing Mon-Wed to Educate Your AssociatesDocument, Document, DocumentBlog Post Link:https://expiviausa.com/7-tips-to-make-black-friday-run-smoothly-in-your-contact-center/Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Nov 2020

12 min 9 sec

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 that we see analytics being used:Proactive Customer ServiceIncenting Associates to be NiceGenerating Marketing DataFinding out WHY?Notating FrustrationLearning What the Real SLA Variance Should BeTracking SilenceFraud ProtectionTracking Key Words and CompetitorsExpanding Service to Other ChannelsBlog Post Link:https://expiviausa.com/10-unique-use-cases-for-speech-analytics/Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Nov 2020

20 min 31 sec

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:Google Real-Time Transcription / DialogflowsCustomers Want No Excuses After COVID-19The Effects of COVID-19 on Legacy (older) Technology Exploiting Digital Service (Facebook, Twitter, WhatsApp...)Proactive Servicing using AnalyticsBlog Post Link:https://expiviausa.com/five-call-center-customer-service-trends-in-2021/Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Nov 2020

19 min 40 sec

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 what type of individual you should hire for a QA role and making sure you don't have your QA staff think that the job is to just find the mistake that reps are making.  There is so much more to QA!Calibration sessions are a very important tool in creating the right quality culture in your center.  We discuss how to set them up, what types of calls to use, and tips to get the most out of them.Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Oct 2020

19 min 31 sec

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 have voice and chat agents and channels to staff.  Should you keep them separate or should you cross train and integrate all the reps with all the channels?Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Oct 2020

7 min 55 sec

 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 goes along with this as well if you are more of a visual learner that can be found here:https://www.linkedin.com/posts/tlairdexpivia_callcenter-contactcenter-callcentergeek-activity-6725462092012371968-Qci4Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Oct 2020

6 min 46 sec

Lowering handle and talk time the right way can add to a center's ROI and make the customer and agent experience betterIn 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...after call work/wrap time.I try to give simple and effective ways that we have used to best utilize technology, processes, and training to get your handle time lower while not impacting the customer experience.Blog Post Link:https://expiviausa.com/tips-to-lower-your-call-center-handle-time/Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Oct 2020

17 min 54 sec

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 relationship runs as smoothly as possible.Some of the items we discuss will center on:Partnership over VendorshipSingle Points of ContactWeekly Calibration CessionsQuarterly ReviewsIM ToolsIssues/Escalation Processes Blog Post Link:https://expiviausa.com/how-to-manage-a-call-center-outsourcer/Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Oct 2020

20 min 27 sec

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 ReportsMonthly Volume TrendsInterval Volume TrendsAgent Occupancy Reports Customer/Agent Sentiment ReportsBlog Post Link: https://expiviausa.com/my-five-favorite-call-center-reports/Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Oct 2020

15 min 27 sec

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 on "10 Reasons Why You SHOULD Outsource Your Call Center".I think (or hope), listening to these two episodes will give you a great baseline to do what is best for our organization.In this episode we talk about the benefits of outsourcing as it deals with:     Having Proper Infrastructure      How Outsourcing Helps with Scaling     Relieving the Pain of Hiring, Training, and Turnover     Having access to the Latest and Greatest TechnologyAnd much more...Blog Post Link: https://expiviausa.com/ten-reasons-you-should-outsource-your-call-center/ Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube ChannelThis episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Sep 2020

15 min 42 sec

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 internal.Some of the reason we talk about in this episode are:Cost Savings is the ONLY DriverNot Having Buy-in from Key Stake HoldersNot having a Strong VMYour Training is not in OrderThis episode will make sure you are making the best decisions for your organization in terms of whether to outsource or not. Blog Post:https://expiviausa.com/ten-reasons-you-should-never-outsource-your-call-center/Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Sep 2020

17 min 8 sec

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 pay games are Charging Crazy Setup Feel (We talk about what you should pay) Charging for Client Support and Reporting Not Defining What is included in Hourly and Per Minute Billing Who Pays for Attrition Training  And more...  If you are looking to outsource, or are interested in behind the scenes of how outsourcers think, this is a can’t miss episode. Blog Post Link:https://expiviausa.com/behind-the-curtain-tricks-some-call-center-outsourcers-play/Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Sep 2020

20 min 50 sec

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 hopefully gain some value from them.The topics we takle in this episode are: What are some ways you are hiring and recruiting during Covid?  What social platforms are the best? How do you monitor and care for the emotional well-being of WFH agents? Budgetary case for Speech Analytics .Thoughts on Voicemail Being Used in the Call Center.Blog Post Link: https://expiviausa.com/ten-reasons-you-should-outsource-your-call-center/Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube ChannelThis episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Sep 2020

19 min 31 sec

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 out to me with making the best call center platform decision for their company.  If you have any questions about what you should get, what should you pay, should I negotiate, how many providers should I get demos from...let me know.We set up a landing page at callcentergeekconsulting.com.  That form comes directly to me, fill it out and we can have a quick call to answer your questions.  There is no cost at all to you or your company.  For full transparency, I am paid on the back end by all the providers so I am totally platform agnostic.  Just want to set you up with what will work for your company.Click here callcentergeekconsulting.com and lets talk. Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel This episode is brought to you by Balto.Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

Aug 2020

2 min 39 sec