Advice from a Call Center Geek!

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In this episode of Advice from a Call Center Geek, I share my insights and experiences on harnessing the power of TikTok and other social media platforms to boost B2B sales and personal branding within the call center and contact center industry.

 Drawing from my personal journey and learnings, I discuss proven strategies, valuable tips, and real-life examples to help you create engaging content, connect with your target audience, and stand out in the competitive landscape. 

Tune in to discover how to unlock the full potential of social media for your career in business and in the call center world.

 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

OttoQA: try.ottoqa.com

Expivia: Expiviausa.com

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Unravel the mystery behind the "wow" factor in contact center customer service in our Advice from a Call Center Geek Episode, " Deconstructing the "Wow" Experience: Defining Excellence in Contact Centers." 

We'll discuss the pitfalls of "false hustle" and the significance of authentic communication, empathy, and active listening in building strong connections with customers. 

Explore strategies to understand customer expectations and tailor your approach for various industries. 

Join us on this journey to redefine what it means to "wow" your customers and create a lasting impact in the contact center space.

We also answer AMA questions from the live Tiktok and Linkedin feeds we took in during the recording of this episode.

 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

OttoQA: try.ottoqa.com

Expivia: Expiviausa.com

Send us Fan Mail

 In this thought-provoking podcast episode, we venture beyond the traditional perception of AI and ChatGPT as mere chatbot tools, revealing their true potential to revolutionize the contact center industry in numerous ways. 

Discover 10 unique applications of ChatGPT that go far beyond customer interactions, touching on advanced training and onboarding for agents, creative problem-solving, workforce management, augmented reality integration, and more.

 Uncover how ChatGPT is enhancing security, predicting customer lifetime value, and providing real-time voice translation for seamless multilingual support.

 Join us as we explore the full spectrum of possibilities offered by ChatGPT, and see how it can redefine customer service by harnessing the power of AI for greater efficiency and effectiveness.

 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

OttoQA: try.ottoqa.com

Expivia: Expiviausa.com

Send us Fan Mail

Post covid, with many of our staff WFH, we have rethought how we train and prepare our contact center middle management and agent supervisors to excel in their roles.  

In this episode, we talk about the new management trainee program that will be will be implementing to our staff later in 2023.  We hope this gives you some ideas to help your management staff as well.

1. Building out your contact center hierarchy
2. Weekly meetings
3. Teach Leadership theory
4. Practical Skills
5. Legal side of the contact center
6. Real-world experience
7. Graduation!

 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

OttoQA: try.ottoqa.com

Expivia: Expiviausa.com

Send us Fan Mail

In this episode of "Advice from a Call Center Geek" Podcast, we look at 9-10 ways that you can improve the coaching culture of your contact center to create better agents and improve the customer experience.

We also answer some questions that came in on Linkedin and TikTok Live!

 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

OttoQA: try.ottoqa.com

Expivia: Expiviausa.com

Send us Fan Mail

We all want a better CX, and doing that means we need to improve the tone of how we are interacting with customers.  

I have seen it many times when a customer calls a contact center and gets the desired outcome they needed, but because the tone was off on the call (indifference, bad word choice, talking over the customer...) the customer left the call with a negative feeling about the call and the company.

On the flip side, great customer service agents can make a customer feel good even if they can't help with the desired outcome (think policy or procedure of the company) leaving the customer to still think highly of the agent and the company.

How?  It starts with Tone.

The Tone is the Message.

In this episode we talk about:

1. Hiring for Tone
2. Training for Tone
3. How to Measure Quality/Tome
4. Importance of Incentivizing the Tone of your Agents
5. Calling out Great Tone on your Floor.

For the last 15 minutes, we opened the floor up to questions in Linkedin live and answer lots of questions on this!

 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

OttoQA: try.ottoqa.com

Expivia: Expiviausa.com

Send us Fan Mail

This episode is for you if you are a BPO owner/operator. 

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 many 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

Here is the link the free benchmarking report:
https://gokommit.com/

#callcenter #contactcenter #callcentergeek

 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

OttoQA: try.ottoqa.com

Expivia: Expiviausa.com

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]!

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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OK, that was awesome.
We did a Linkedin LIVE and a TikTok LIVE at the same time to record this podcast episode. The episode then turned into a crazy (in a good way) AMA with questions coming from both platforms.

My 25-minute podcast ended up going about an hour. I love the questions, I think they provide much more value than just me yammering on about a topic.

I wanted to give my thoughts in a podcast episode on building out the Ai contact center of today and of the future the right way. Many mistakes are going to play out over the next couple of years as the rush to AI begins.  You will find this in the first 25 minutes of the episode.

After that, there are many questions on the topics of VOC, culture, RPA, and some other contact center questions that come in on Tiktok.

I hope you enjoy it!

 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

OttoQA: try.ottoqa.com

Expivia: Expiviausa.com

Send us Fan Mail

On this episode of Advice from a Call Center Geek, we bring together two of my passions, customer experience, and the blockchain. 

Shelli Ryan, APR, Fellow PRSA the founder/principle of the CX Block Chain Institute which is the worldwide authority focused on fulfilling blockchain for the CX (customer experience) industry talks about implementing the blockchain into your contact center and CX environment.  Not only how to do it, but why you need to do it.

You know I love talking blockchain, web3, and NFTs, especially with how they relate to CX. There is no better person in the world to speak about this. 

This is a top 5 all-time ACG episode!

 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

OttoQA: try.ottoqa.com

Expivia: Expiviausa.com