Send us a text

Ready to transform crisis into opportunity? In this episode, we promise to arm you with practical strategies and cutting-edge tools to navigate the choppy waters of crisis management in contact centers. We use our insights and experiences to illuminate the potential of modern Customer Experience tools to mitigate such crises. With our guidance, you'll learn about setting up minimalistic self-service websites, deploying AI chatbots to deliver vital information, and strategizing to handle customer complaints effectively. 

We don't stop there! Harnessing social media during crisis communications can significantly make a difference. Listen as we unfold various social media strategies, right from TikTok Lives, Q&A sessions, to effective email campaigns. 

We also delve into the mechanics of adjusting IVR systems, routing calls to BPOs, and utilizing analytics. We shine light on the importance of maintaining consistent messaging for an enhanced customer experience. By the end, you'll be equipped with the knowledge to not just survive a crisis, but to leverage it for growth. So sit back, and let's change the game of crisis management together!

 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

Send us a text

Ready to unlock the secrets of automated QA in your contact center? This episode is brimming with insights about using chatGPT to revolutionize your QA, promising to transform how you approach your work. We walk side by side with you, through the labyrinth of user accounts and databases, right up to crafting prompts for a form from a client. 

Ever wondered how to ask the most effective questions and generate impactful call evaluation outputs? Your search ends here. We navigate the crucial waters of quantifiable metrics, systems to rate calls using binary points and CSAT scores, and the power of leveraging a confidence score for each assessment. 

As we round up our discussion, we lift the veil on how AI can categorize call transcripts and the potential scalability of a SaaS model for larger companies. We touch upon our exciting, upcoming Discord, and share the success of our MVP. Delving into the importance of alpha and beta testing, we also explain the immense benefits of employing chat gbt to automate QA. Whether you're seeking to enhance your QA system or merely curious, this episode promises a treasure trove of actionable insights. Buckle up and join us on this journey!

 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

Send us a text

Dive into our mini podcast on our new value add OttoQA! 

Discover how we're reshaping the landscape of QA for call centers with fewer than 50 agents. Say goodbye to spreadsheet hassles and embrace AI-driven efficiency. 

Plus, find out how you can become an integral part of our journey as an Alpha and Beta partner. Don't miss this quick but informative listen.

 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

Send us a text

In "Revolutionizing Call Centers with ChatGPT Prompts," we unveil the power of AI in redefining call center operations. This episode is a goldmine for managers and supervisors, as we share the best prompts to optimize and streamline your operations.

Dive deep with us into the crux of Overall Operations to decipher key performance metrics and understand their implications. Learn how Workforce Management can be demystified with the Erlang C formula and ChatGPT. Uncover the transformative potential of targeted Training simulations based on real-world scenarios. 

Enhance agent responsiveness with the Agent Assist system, drawing from the most common queries and challenges. Explore the nuances of Analytics, using ChatGPT to identify trends, bottlenecks, and areas ripe for improvement. 

Delve into QA to understand how to ensure consistent, top-tier service quality. And finally, discover the art of Coaching, using AI insights to provide pinpointed feedback for agent growth. 

This isn't just about harnessing AI but maximizing its potential for tangible results. We're giving away the best prompts to supercharge your contact center. 

Tune in, apply, and witness the transformation!

 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

Send us a text

Episode 200!

Dive into the evolving landscape of AI in the contact center QA space with our next Advice from a Call Center Geek podcast! 

Chris Mounce of EvaluAgent® returns to go head-to-head with our host Tom Laird in a riveting debate. 

Can AI truly automate scorecards, or are we still testing the waters? How do we ensure quality in AI-powered QA, and how should we interpret and leverage the data it generates? Discover the most practical AI use-cases in QA right now. 

 We're peeling back the curtain on how organizations are capitalizing on the low-hanging fruit of AI implementation as it relates to QA.

 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

Send us a text

Envision a reality where Artificial Intelligence (AI) commandeers your customer service. Consider AI not merely conducting routine transactions but also enhancing intricate and emotionally nuanced dialogues with your customers.

Is this a far-off dream or a prevailing reality?

We dive into this and much more in our recent "Advice from a Call Center Geek!" podcast episode with customer experience maestro and influencer, James Dodkins.

We embark on a journey through the realm of 'autonomous enterprises', where businesses are leveraging AI and automation to revolutionize customer interactions and maximize operational efficiency.

Looking ahead at the future of call centers, we discuss an interesting contradiction - the level of expertise required to substitute AI and automation could paradoxically increase the status of call center agents. There are some truly thought-provoking discussion points here.

We conclude the hour-long episode by deliberating on the role of trust in the era of AI.

This episode is a must-listen if you're contemplating the implications of AI on customer experience!

 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

Send us a text

Ever wondered how your contact center could save significant costs while keeping up with the QA process? Brace yourself for an enlightening discussion and AMA where we unravel the potential of AI in transforming Quality Assurance in your contact center. 

We'll take you through our early journey of automating QA processes, sharing our experiments with chat GPT and how its possible for any contact center to start to think through the process of using AI for QA.

 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

Send us a text

You are just a click away from transforming your contact center from a drab workspace to a vibrant one; come join me, Tom Laird, as we revolutionize your call center experience. I promise to share the secrets to creating a positive and effort-driven culture, where attitude and effort outweigh resumes. I'm excited to share insights from my own journey of managing a contact center, making it a more desirable place to work, and how we can adopt these practices to revamp any workplace culture. 

This episode is a treasure-chest of practical tips. Learn about changing your hiring process that prioritizes culture, and the innovative ways to motivate and promote your agents. I'll share the importance of rewarding the best agents, not just the longest tenured, and creating an environment that values the agents who align with it. We'll also explore the critical role of culture in organizations, with a focus on building a strong team of agents who truly embody that culture.

 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

Send us a text

Imagine having the power to reshape customer experience in your call center with artificial intelligence. What if you could emulate the behaviour of your most effective agents, optimize IVR, manage workforces, and even facilitate self-service with AI? Get ready to explore how AI is transforming the world of customer service, as we delve into these possibilities and much more. From digital twins to generative chatbots, we bring you the inside scoop on how AI models are revolutionizing customer interactions.

Moving on from AI's current impact, we'll also step into the future trends that are shaping the contact center universe. Ever thought about AI translating customer conversations in real time or using augmented and virtual reality applications in your call center? Perhaps you've considered the potential of blockchain technology to bolster your customer data security? We'll dissect these trends, discussing their potential and how they can be harnessed for your business. Whether you're interested in improving agent feedback, optimizing call routing or exploring the advantages of a cloud-based system, this episode is packed with insights. So buckle up and get ready for a deep-dive into the world of AI in call centers.

 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

Send us a text

Ever wondered how the hustle and bustle of your favorite restaurant correlates with the operations of a call center? Picture yourself at a bustling eatery as we break down the ins and outs of call center metrics in relatable terms. We’ll be interpreting essential terms like incoming calls, cue calls, and abandoned calls in an easy-to-digest format, perfect for those just venturing into the industry.

Now, imagine the chefs at a restaurant, working tirelessly to keep up with the flurry of orders. This is akin to the pressures of metric conversion in service industries, and we'll carefully explore strategies to prevent burnout. We'll discuss key metrics and KPIs like occupancy, average handle time, average talk time, and average queue time. We'll also analyze the longest delay, a crucial element in customer satisfaction, akin to the longest time a patron had to wait for their food!

As we bring it all together, we'll elaborate on how requests from clients can impact metrics such as handle time, and guide you on making decisions that uphold the interests of both your customer and client. Refused calls, working time, occupancy, average handle time, and average profit margin - all these elements will be addressed. Regardless of your background in the call center industry, this episode promises to enhance your understanding of call center metrics and KPIs. Tune in to gain pivotal insights that will elevate your call center's operational efficiency and customer service quality.

 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