Advice from a Call Center Geek!

By 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 aut

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FAQs about Advice from a Call Center Geek!:

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

The podcast currently has 250 episodes available.

Advice from a Call Center Geek! episodes:

March 30, 2021 Announcement- Join Our Call Center Geek Call Center Tips and Tactics LinkedIn Group
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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.
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.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
...more
3min
March 29, 2021 Setting the Correct Associate to Management Ratios in your Call Center
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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: 814.247.0366
Follow Tom: @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

Call Center Geek NFT Art: https://opensea.io/collection/call-center-geek-art
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.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
...more
18min
March 25, 2021 Call Center Improvement Plans and Discipline Policies
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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: 814.247.0366
Follow Tom: @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

Call Center Geek NFT Art: https://opensea.io/collection/call-center-geek-art
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.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
...more
20min
March 10, 2021 Two Awesome Call Center Motivations- Be a Rockstar- Engage Your Associates!
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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: 814.247.0366
Follow Tom: @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

Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.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
...more
15min
March 05, 2021 Tom Laird and Expivia Interview on TalkErie with Joel Natalie
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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: 814.247.0366
Follow Tom: @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
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.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
...more
25min
March 01, 2021 What Call Center Tools Do You Really Need? Take a Look Behind the Scenes on How we use Call Center Technology to Enhance the CX
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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: 814.247.0366
Follow Tom: @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
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.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
...more
15min
February 19, 2021 Episode100 Special Episode- Audience Ask and Cool Call Center Stuff We are Doing
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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/callcentergeekcommunity

Also, 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: 814.247.0366
Follow Tom: @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
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.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
...more
21min
January 28, 2021Psychic Income- 7 Ways to Show RESPECT to Your Call Center Associates
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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 people
Coaching and reprimanding in private
Celebrating in public
Talking about advancement
Why/how to need to keep team meetings positive
Having reps talk positively about other reps
Keeping management office hours

For more info on Advice from a Call Center Geek:
Text us: 814.247.0366
Follow Tom: @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
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.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
...more
16min
January 19, 2021 Procedures and Tips to Move Your Call Center Back Into the Office
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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: 814.247.0366
Follow Tom: @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
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.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
...more
20min
January 11, 2021 The ONE Technology that will be Revolutionizing the Customer Experience
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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: 814.247.0366
Follow Tom: @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
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.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
...more
18min

FAQs about Advice from a Call Center Geek!:

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

The podcast currently has 250 episodes available.

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