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This episode is definitely in my top 3 favorite episodes and a MUST listen for any Call Center Geek out there.  I re-recorded this episode 4 times to make sure I got across what I needed!

In this episode, we take a deep dive into the Metaverse and How it will fundamentally change CX, service, rewards programs, and customer retention.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
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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 "meta" to 814-247-0633

 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
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Turnover...the arch-nemesis of every contact center. 

While it's never going to be perfect, there are some tactics that we can take to improve the culture and the turnover of the contact center environment. 

In this episode, we look at 5 ways that we battle turnover here in my contact center, Expivia. 

These include a dive into:

Culture
Associate Pay
Agent Engagement
Growth and Progression
Having a Say
Difficult Processes and Procedures

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 "NFT" to 814-247-0633

 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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I love this episode. If you are a call center geek, it's for you, if you are not but want to understand the power of the oncoming NFT revolution, this is for you as well!

NFTs are going to be a large part of business and service in the coming years.  They are not a fad, they are a tool that all of us will need to understand, and the earlier that happens, the more ahead of the game you and your organization will be!

I have gone down the rabbit hole with NFTs, Crypto, Defi, and blockchain, and what to tell you all I have learned.  In this episode, we discuss all the ways NFTs can and will be disrupting business.  This is a brainstorming session where I want to plant the seed in all my listener's minds as to how you can utilize these new technologies.

We talk about NFT in terms of:

• Tiers of Customer Service
• Customer Tiers
• Ticketing
• Access
• Content
• SAAS Companies
• Community
• Contracts
• Fundraising
• Startups
• REIT's
• Metaverse
• Gaming
• API
• AI 

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 "NFT" to 814-247-0633

 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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This time is YOU that is the star of the show!

I asked this question on Linkedin

"What's the one tip that you would give to a brand new call center supervisor managing his/her first team of 15 customer service agents? GO...."

The many answers I got were amazing and I think really helpful. 

So in this episode, we break down some of the top answers that we received. You are going to really like this one, so many smart and talented call center operators out there!

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 "january" to 814-247-0633

 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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Happy 2022!

It's time to look at your center and develop a strategic plan for the new year.  In this episode of ACG, we take a look at four-five aspects of your center and talk through what we look at every year to improve.  These include:

Technology
     New
     Existing

Agent/Culture
     Engementment
     Goal Setting
     Hiring
     Education

Reporting
     Realtime/Dashboard
     Skilling
     KPIs

Management
     Education
     Engagement

Policies/Procedures
     New
     Existing

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 "New Book" to 814-247-0633
 

 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/
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NEW BOOK! Advice from a Call Center Geek 3.0! is done!

Ok I just posted the full 204-page book for FREE on our Linkedin group Call Center Tips and Tactics, you can download it right now!

I will also be offering the Amazon Kindle version for free for 3 days after it goes live on Amazon ( by Jan 10)

Amazon is taking longer than normal to review all the published books as they are dealing with staffing issues I'm sure.

I didn't want to wait for them to be ready as I already pushed this back once!

This new version has over 200 pages and 10 new chapters. We added about 70 pages to the last update.

I hope it adds value to all of you!

I will upload the book here to my LinkedIn as well in the coming days but if you want it now, head over to the Tips and Tactics Group:
https://lnkd.in/dDC-VUx

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 "New Book" to 814-247-0633

 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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My New Book (Kinda) will be out on Jan 4th! We have taken "MORE Advice from a Call Center Geek" and added 10 chapters to it and over 50 pages.

New chapters on AI, KPIs, Engagement, Outsourcing, WFH, new pricing guide, and more!

We also included a Final Exam that you can take with your team that will allow for a deep dive into your contact center to improve every facet of it.

If you are a listener to the podcast and want the new book FREE, all you have to do is join our Linkedin Call Center Tips and Tactics Group.  Not only will you get the book free, but you will also get to join a community of like-minded call center pros that can help with any issues or contact center questions you may have!

I will be offering my new call center ops book free for three days in the group! 

Click here to join Call Center Tips and Tactics:
https://lnkd.in/dqPnN3Nm

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 "New Book" to 814-247-0633

 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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I got a Linkedin inMail from a listener that said:
Hey Tom!
Thanks for accepting my connection request so quickly.
I recently stumbled across your "Advice from a Call Center Geek" podcast and have been loving the content.
I'm a supervisor in a 25 head center about to apply for the manager position. I've listened to your New Manager cast from August and was wondering if you have a cast (or simply any advice) around what advice you would tell your 25-year-old self?
Thanks!
John- Avid Learner

This really got me thinking about what I would tell myself if I could go back in time and teach my 25-year-old call center self.  Being this episode is being recorded 2-3 days before the new year, I thought a self-reflection episode would make sense.  So I did it.  

I hope this helps all the younger (and older) call center team leads, supervisors, and managers out there!

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 "New Year" to 814-247-0633

 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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Let's look at your contact centers efficiency as we head into the new year.  In this episode, we look at:

Call Routing and Skilling Mistakes
Utilizing Self Service the Right Way
Making sure we are Measuring the Proper Efficiency KPIs
     *Adherence
     *Occupancy
     *AHT

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 "New Year" to 814-247-0633

 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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Merry Christmas and Happy Holidays!  As we record this episode, it is December 23rd, 2021, two days before Christmas.

We wanted to take some time at the time of year when you are off with family and away from work with an episode to get you to think a little about what will be happening in the contact center in 2022.  Here are our Top Ten trends that we are looking at and talking about in our contact center, what we have seen at all the contact center conferences, what what is being talked about in the industry.

*AI Revolution?
*Agent Assist Becomes Real
*New KPI's Emerge 
*Emergence of Non Contact Center CX
*Security for 2022
*At Home Training
*Realtime Reporting Upgrades
*NFT's, Smart Contacts, Metaverse
*Cloud Apotion in All Parts of Business
*Crypto from Payments

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

 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