Advice from a Call Center Geek!

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The number one tip that we give when consulting with other call centers is to set up a weekly agents analytics program or agent review every single week.
So how you can improve your call center quality, agent engagement, and culture by spending 15 minutes a week with each agent off the phone.
Join the Advice from a Call Center Geek texting community! Text us at 814-247-0366 and you will be able to have direct access to us for any call center ops question. We will also be sending out exclusive call center ops content to all community members.

We will NEVER attempt to sell you anything nor will we sell your data. All this is, is another way for us to be able to help you with your call center operations questions.

Discover exceptional, AI-driven contact center outsourcing with Expivia.
Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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

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

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

Discover exceptional, AI-driven contact center outsourcing with Expivia.
Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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

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Friends, we have done deep into the law here with our attorneys to create a full policy for the upcoming January 4th mandated date for all companies, (we are focusing on contact centers) that have over 100 employees to comply with the government vaccine mandate.
After you listen to this episode, you will be fully versed in the law, the dates that are of importance, what constitutes vaccinated, and what you can and cannot legally ask your employees about their vaccination status.
On top of all that, if you do not have a Vaccine Mandate Policy, I am more than happy to not only give you ours, but also our one-pager for the employees, and the documents you need to keep track of is employees are vaccinated, unvaccinated, getting weekly testing, or have exemptions.
To download our policy, we have posted it here on Linkedin:
Vaccine Mandate Policy
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

Discover exceptional, AI-driven contact center outsourcing with Expivia.
Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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

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I had the great pleasure of being asked to give a talk to the University of Wisconson E-Business Consortium on "Making Call Center Culture Tangible, Using Culture as a Weapon, and Engagement Practices for Call Center Reps". This is the full talk that I gave. It's well worth the listen.
If you would like to have the deck that I used, please message me on Linkedin and I will be more than happy to send it to you!
Hopefully, it will add some value to your organization as well. There is the response we got from the moderator after the talk:
" You ROCKED it this morning, Tom! Thank you so much for sharing your time – and a fabulous talk with our Customer Care Community members! We received several spontaneous “Wow! That was great!” messages in the chat stream after you spoke – and several participants have already emailed me to ask for a copy of your slide deck (they just couldn’t wait for us to upload it to our members site in a couple of days). We’ll have the results of our “official” post-event participant survey in a day or so, but I can feel in my bones that the session was a great success. Kudos to you for hitting the ball out of the park!
And on behalf of me, the team – and all today’s participants, THANK YOU for your willingness to share your insights and experience around this very important topic with the community.
The "Advice from a Call Center Geek!" podcast is sponsored by Expivia Interaction Marketing, a leader in USA call center/customer service outsourcing. Check Expivia out at www.expiviausa.comBlog Post Link:https://expiviausa.com/university-of-wisconsin-talk-making-call-center-culture-tangible-tips-for-call-center-rep-engagement/
Text me: 814.247.0366
Follow me: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Watch us: Advice from a Call Center Geek Youtube Channel

Discover exceptional, AI-driven contact center outsourcing with Expivia.
Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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

In this episode on the Geek, we recorded a live supervisor round table discussion with 5 of our call center supervisors.  All have years of call center supervisors and coaching experience.  This includes Peggy B, an OIC (Officer in Charge) here at Expivia with over 30 years of supervisory experience.  This was an unscripted conversation on topics such as:

What tips would you give a new supervisor?
What are some daily operational tips you can give?
Coaching Tips
How to handle reps that are "not into it"

If you are in any kind of call center management it will be a really cool and inciteful episode to listen to!

The "Advice from a Call Center Geek!" podcast is sponsored by Expivia Interaction Marketing, a leader in USA call center/customer service outsourcing.  Check Expivia out at www.expiviausa.com 

 

Text me: 814.247.0366
Follow me: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Watch us: Advice from a Call Center Geek Youtube Channel 

ARE YOU IN THE MARKET FOR NEW CONTACT CENTER SOFTWARE?
If so, don't go it alone, let me be your no-cost advocate.  From intake, scheduling demos, negotiating price, to implementation, I want to assist all my listeners who may need some guidance.   I am totally agnostic as to the best provider for you.  If you need some contact center assistance, please reach out to me on Linkedin:

https://www.linkedin.com/in/tlairdexpivia/