Thomas Laird

10 Policies Every Call Center Operation Must Have

Whether you are setting up a new call center or updating an older one, there are certain policies that you need to have in place. Most of these policies come from the need to keep your organization as secure as possible. Keep in mind,...

Crystal Ball – The Call Center of the Future: 2025

Let’s talk about the future. Technology is evolving so quickly that every year there is something new that will make our call center life easier. Some of these trends are coming quickly, but many won’t be widely accepted for another few years. ...

Call Center Workforce Management 101

We often get questions about different aspects of workforce management (WFM). "How do we make sure we have the right number of agents available to take calls?" We know that our center cannot be overstaffed or we run the risk of having...

7 Metrics to Benchmark Your Call Center for Efficiency

When considering what metrics make up a world-class call center, there are many points to consider. Let’s focus on the agent’s side of things. What do you need to measure to be as efficient as possible, while still giving your callers all of...

Digital Customer Services- Best Practices

Digital customer service is amping up to become just as important voice support. Your organization needs to be using social media. It’s hard to support all of your customers if you aren’t offering digital support. New ideas, new technology, and these new communication...

Nine Ways to Make Your Customer Service Experience Unique

Call centers are always looking for ways to stand out from all the others. We like giving you actionable lists that you can learn from, so here are nine ways to make the customer service in your call center unique. BRAND YOUR CUSTOMER SERVICE We...

Call Center Security 101: Security Needs in Your Call Center

We get a lot of questions about what kind of security a call center needs. Most security is nowhere near where it needs to be for American customers. Most of our security protocols are based upon being PCI compliant. Payment Card Industry (PCI)...

Google Contact Center AI is Available – What That Means for Your Call Center

On November 14, 2019, it was announced that Google’s Cloud Contact Center AI is now Generally Available (GA). A lot of the partners that Google is working with (NICE InContact, Five9, Genesys, TalkDesk, etc.) have known that this was coming for a while and have…

Call Center Operations Trends for 2020

It’s that time of year! Everyone is putting out their “Trends for 2020” lists and we decided to join in on the fun. For the ten call center trends we see coming for 2020, most of them are technology-driven, but some are more...

Five Ways to Engage Your Call Center Staff

We like to give our readers actionable items that they can use in their own centers, not just click-bait stuff that we all probably already know. With that in mind, here are some actual ways to engage your call center middle management and associates,...

The Expivia Social Media Marketing Plan: The Secrets of Becoming an Industry Influencer (on...

Expivia is a 500 seat USA contact center outsourcing organization located right on Lake Erie in Erie, Pennsylvania (B2B organization). When we were first starting up 8-9 years ago, we experimented with many different methods to get traction regarding brand awareness We tried blog writing,...

13 Call Center Games to Play in Your Center!

Think about how productive unhappy employees are—not very, right?  At expiviausa.com, we work hard to bring as much fun to our reps as possible, while still being productive. We have tried to build a culture that brings fun into the center to...

Improving Attendance in your Call Center- Beyond Motivations

Good attendance is something that must be ingrained into the culture of your center. A strong attendance record is necessary for everything that we do here at Expivia. There are two main pillars of our center: Attitude and Effort. Attendance is a HUGE...

10 Reasons You Should Move Your Call Center to the Cloud

PROS Scaling -- As a BPO we need to be flexible for our clients.  In the cloud, we can scale from 100 to 500 seats and then drop back down to only 50 seats if needed.  Everything is controlled in...

Cut Your Call Center Agents Some SLACK- How to Implement SLACK in Your Call...

We currently have used Slack for about eight months at our USA call center outsourcing BPO Expivia. We did this because we wanted to evolve past email which was getting stale in our center. We also had issues with tracking and sorting information...

Call Center Outsourcing Pricing Around the World

Have you ever wondered how much outsourcing costs in another country? Perhaps you’d like to outsource to another country to expand your operation or simply save money. Maybe you’ve heard it’s cheaper, but is it really? Let's go over outsourcing pricing around the world. Types...

9 Quick Tips to Improve Your Call Center Coaching

It can be difficult to turn the information you glean from monitoring into actionable goals to help improve your call center reps. Today, we’ll be going over different ways to improve the coaching in your call center and turn these statistics into actionable improvements....

Call Center Metrics that Matter- Moving Beyond SLA, CSAT and NPS

This topic may be a bit controversial, but we are going to tackle it. Which metrics and KPIs really matter in your call center? The metrics we have been using for the last 15-20 years are ancient and don’t help measure a good experience....

Introducing a Quality Assurance Process in Your Call Center

Let’s dive into everything about quality assurance in your call center. It’s important to always strive to improve the quality of your associates, your QA program, and set one up if you don’t have one. Most call centers put their training into how to run...

Using Social Media and Branding to Recruit and Hire the Right Call Center Agents

Many call centers struggle with bringing in the right agents to work for them, as well as managers and supervisors. It can be difficult to hire the right people who truly understand and value your services, and mesh with the company culture you are...

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