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

Advice from a Call Center Geek!

Are you Ready for Customer Experience 3.0 Metaverse, AR, VR, and CX

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

Our Contact Centers Covid Evolution- Engagement to Technology

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&apos;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!If you would like to appear on "Advice from a Call Center Geek! make sure you shoot tom an email at tlaird@expivia.net!

Your Ultimate Contact Center Outsourcing Guide

What should your service level KPI&apos;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 814-247-0633If you would like to appear on "Advice from a Call Center Geek! make sure you shoot tom an email at tlaird@expivia.net!

Official "Advice from a Call Center Geek!" SLA Benchmarking Episode

In this week&apos;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 814-247-0633Balto is doing some special things!Real-Time Guidance: Real-Time QA: Real-Time Coaching: On average, Balto customers see a 26% lift in sales, 25% higher CSAT and 75% faster ramp timeAll in less than 45 days of no-code setupHead over to balto.ai/tom to get a free pair of Bose headphones for a demo

Top 10 Customer Service Skills of the Best Call Center Agents- Team Building Exercise

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 814-247-0633

13 Questions that Need Answers in Your Contact Center

We had the privilege of talking to NICE CXone (inContact) CEO Paul Jarman on this episode of "Advice from a Call Center Geek!"In what will be one of our cornerstone episodes, we had the opportunity to get into the mind of a true CX leader and visionary.We talk about the state of AI, speech analytics, changing customer preference, the oncoming 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 &apos;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 814-247-0633

A Conversation with NICE CXone CEO Paul Jarman

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 814-247-0633 Balto is revealing two products that will change the game for QA and coachingYou'll be able to automatically QA 100% of calls in real time. All with less than 5 minutes of scorecard setupYou'll be able to alert managers for crucial moments your calls and allow them to jump in, e.g. to save calls that are about to go off the railsSign up at woof.balto.ai/boom for the August 9 product reveal!

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

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&apos;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  Balto is revealing two products that will change the game for QA and coachingYou'll be able to automatically QA 100% of calls in real time. All with less than 5 minutes of scorecard setupYou'll be able to alert managers for crucial moments your calls and allow them to jump in, e.g. to save calls that are about to go off the railsSign up at woof.balto.ai/boom for the August 9 product reveal!

Taking Analytics to the Next Level with Real-Time Guidance, Real-Time Coaching, Real-Time QA - A Conversation with Balto CEO Marc Bernstein

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&apos;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 Channel Balto is revealing two products that will change the game for QA and coachingYou'll be able to automatically QA 100% of calls in real time. All with less than 5 minutes of scorecard setupYou'll be able to alert managers for crucial moments your calls and allow them to jump in, e.g. to save calls that are about to go off the railsSign up at woof.balto.ai/boom for the August 9 product reveal!

8 Tips to Instantly Improve Your Customer Experience

Back to the basics of what you all love about the podcast!  Let&apos;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 

10 Tips on Improving your Contact Center Coaching

Conversational AI...a  topic that confuses some and fascinates others. In today&apos;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&apos;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 

The State of Conversational AI- A Discussion with Aktify CEO Kreg Peeler and CRO Craig Daly

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 

A Day in the Life of a Contact Center Supervisor- Tips for Call Center Middle Management

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 

Tips on Hiring Contact Center Associates in Today's Environment

 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 

Expivia Virtual Reality Contact Center Concept

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!

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Advice from a Call Center Geek!

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