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. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!

#3 in the Top 100 customer service All time chart

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Top 10 Advice from a Call Center Geek! Episodes

Goodpods has curated a list of the 10 best Advice from a Call Center Geek! episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to Advice from a Call Center Geek! for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite Advice from a Call Center Geek! episode by adding your comments to the episode page.

A Conversation with Brandon Knight VP Advanced Solutions- Contact Center at Telarus

Advice from a Call Center Geek!

06/10/21 • 39 min

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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:
[email protected]
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

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

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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10 Tips on Improving your Contact Center Coaching

Advice from a Call Center Geek!

07/29/21 • 18 min

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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 Privately
2. Sandwich Negative Feedback with Positive Feedback
3. Be Specific
4. Tie Performance to Data
5. Have Your Agent Assess Themselves
6. Role Play
7. Discuss Roadblocks
8. Redefine KPI Goals
9. Understand Expectations
10. Remonitor
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

1 Listener

Live Supervisor Round Table Discussion- Helping the New Supervisor

Advice from a Call Center Geek!

01/06/20 • 17 min

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/

Call Center Week Fan Appreciation Party! Caesars Forum Las Vegas Dec 13-16

Advice from a Call Center Geek!

11/05/21 • 4 min

If you are going or think about going to Customer Contact Week (Aka Call Center Week) Dec 13-16 2021 at Caesars Forum, Las Vegas we want you to come to our Party!

We are taking all the money that we would have spent for a booth at the show, to have a one-day party on our suite at Caesars. Networking, industry talks, booze, and fun... it's all here.

Listen to the podcast, know me, interested in call center networking...you are invited.

All you need to do is shoot me an email at [email protected] to get a free ticket to the fun!

Call Center Geek Palooza!!!

This episode is brought to you by Balto.

Balto's Real-Time Guidance helps your agents say the right things on every single call
Get 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

How to Set Up a Weekly Agent Analysis Program

Advice from a Call Center Geek!

06/22/19 • 17 min

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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.

You're the New Call Center Manager, Now What?

Advice from a Call Center Geek!

08/18/21 • 20 min

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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_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

8 Tips to Instantly Improve Your Customer Experience

Advice from a Call Center Geek!

08/05/21 • 18 min

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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 Message
2. Branding
3. Motivate
4. Technology and your associates
5. Customer Immersion
6. Fun!
7. Customer Journey Inspection
8. Appropriate Staffing ( I know, I know...easier said than done sometimes :)
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

Call Center Week Fan Appreciation Party!

Advice from a Call Center Geek!

11/05/21 • 4 min

If you are going or think about going to Customer Contact Week (Aka Call Center Week) Dec 13-16 202 at Caesars Forum, Las Vegas we want you to come to our Party!

We are taking all the money that we would have spent for a booth at the show, to have a one-day party on our suite at Caesars. Networking, industry talks, booze, and fun... it's all here.

Listen to the podcast, know me, interested in call center networking...you are invited.

All you need to do is shoot me an email at [email protected] to get a free ticket to the fun!

Call Center Geek Palooza!!!

This episode is brought to you by Balto.

Balto's Real-Time Guidance helps your agents say the right things on every single call
Get 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

10 Ways to Improve Your Call Quality

Advice from a Call Center Geek!

06/01/21 • 19 min

Send us a text

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. Set Up a QA Team

3. Set Call Quality Standards

4. Creating a Scorecard

5. Monitor the Quality of Live Calls /Evaluate the Quality of Recorded Calls

6. Making the Agent Part of the Evaluation

7. Identifying the Pain Points

8. Document the Results of Call Quality Monitoring

9. Use QA as a Management Teaching Tool

10. Commit to Regular Call Quality Monitoring

Join our SMS Text Group, Text "Call Center" to 814.247.0366

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

BPO Financial Benchmarking with Eric Crouse- Partner Kommit & Company, BPO M&A Firm

Advice from a Call Center Geek!

02/23/23 • 45 min

If you are a BPO owner/operator, this episode is for you.

In this episode of ACG we talk about benchmarking the financial aspects of your BPO, setting up your books for maximum valuation, multiples in the market, maximizing your BPO for an exit, and so much more.
Every day, contact center BPOs are focused on a large number of operational metrics or KPIs that describe how the center is performing.
But that’s not the entire picture. Eric Crouse, Partner at Kommit & Company, an M&A firm that specializes in the contact center BPO market takes about a benchmarking report created by his team that analyzed a huge data set of public and private contact centers that will peel back the curtain on key financial benchmarks of our industry.
Combining operational performance with financial performance is the key to long-term growth and profitability for our industry, and what you will discover from this report may surprise you.
Here is the link to the youtube video of this episode to view the slides and data in context:
https://youtu.be/Kg9O9rDpBY0

#callcenter #contactcenter #callcentergee.

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

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FAQ

How many episodes does Advice from a Call Center Geek! have?

Advice from a Call Center Geek! currently has 244 episodes available.

What topics does Advice from a Call Center Geek! cover?

The podcast is about Marketing, Customer Service, Podcasts, Technology, Business and Customer Experience.

What is the most popular episode on Advice from a Call Center Geek!?

The episode title '10 Tips on Improving your Contact Center Coaching' is the most popular.

What is the average episode length on Advice from a Call Center Geek!?

The average episode length on Advice from a Call Center Geek! is 22 minutes.

How often are episodes of Advice from a Call Center Geek! released?

Episodes of Advice from a Call Center Geek! are typically released every 7 days, 22 hours.

When was the first episode of Advice from a Call Center Geek!?

The first episode of Advice from a Call Center Geek! was released on Dec 17, 2018.

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Advice from a Call Center Geek!

Thomas Laird

Top 10 Advice from a Call Center Geek! Episodes

FAQ

How many episodes does Advice from a Call Center Geek! have?

What topics does Advice from a Call Center Geek! cover?

What is the most popular episode on Advice from a Call Center Geek!?

What is the average episode length on Advice from a Call Center Geek!?

How often are episodes of Advice from a Call Center Geek! released?

When was the first episode of Advice from a Call Center Geek!?

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