Thomas Laird

Making Call Center Culture Tangible and Tips for Associate Engagement

1. Call Center Culture The first step to having a company culture is to define it in a couple of words or pillars. Creating a tangible call center culture can be used as a tool to define work expectations, improve your center, improve engagement and...

Purchasing a New Call Center Platform- Everything You Need To Know

Whether you are in the market or will be in the market for a new call center platform, we will go in-depth into the different types of providers, what are must/should-haves you should purchase, tips on saving money, tricks the platforms sometimes play, how...

HR and Corrective Actions in the Call Center Environment

A lot of you have reached out and asked me, how do I deal with reps that are not putting in the effort, come in with a bad attitude, or just do not feel like working today? Now that we are in an at-home...

5 Key Traits of an Awesome Call Center

There’s five things that I think we look for when we see a high-producing call center and something in my call center that we really try to stress. And some of them might be self-explanatory but others might be a little bit,...

The Truth About AI in the Call Center in 2020

The role of AI in the contact center has been a topic that has been brewing in the industry over the past year. The trend I have been seeing is senior executives, senior management, or even the people in charge of budgeting saying, “Let’s...

Deep Dive into Your Call Center: 21 Questions We Ask When Call Center Consulting

When we are consulting in another call center, there is a list of questions that are asked every time. We discuss them ourselves at least once a year at Expivia. If we came in for a consultation for you, we would talk to reps,...

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...

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