Thomas Laird

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...

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...

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...

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...

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?...

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...

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...

Remembering the Call Center of the Past- 1985

Let's take a trip back to the call center of 1985! I have read and written many articles on the future of customer service...

7 Reasons Why Your Call Center Stinks!

I bet you I know why your call center is struggling! In helping companies with call center outsourcing, we have seen many reasons call centers...

Call Center Outsourcing: Outsource Your Call Center or Grow It Internally?

With the current economy on the upswing, many companies are expanding their operations and wondering about call center outsourcing. The question of “What do...

Call Center Quality Management-Weekly Agent Analysis Program Implementation

Call Center Quality management and training need to be a cornerstone of any contact center. Do all your contact center/customer service agents have a...

Starting the Day the Right Way in Your Call Center for Maximum Quality Results

CALL CENTER MANAGEMENT-CONTROLLING THE FIRST 30 MINUTES OF AN ASSOCIATE’S DAY We educate all our middle management that the first 30 minutes of an associate’s...

10 Ways To Disrupt Your Call Center Using Technology and Best Practices

The technology and processes for running a call center in 2019 are evolving. Let's look at 10 ways you can disrupt your call...

8 Steps to Transform and Evolve Your Contact Center Culture

Culture is the thread that holds your call center together. Over the years we have come up with 8 tips to enhance your...

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