Thomas Laird
Thomas Laird
Founder and CEO of award-winning Expivia Interaction Marketing Group. Expivia is a USA BPO omnichannel contact center located in Pennsylvania. I have 25 years of experience in all facets of contact center operations.
I have the honor of being a member of the NICE inContact ICVC Board. The iCVC is a select group of inContact customers selected to join as trusted advisors to help InContact validate ideas for new products and features and plans for future innovations.
I am also the author of "Advice from a Call Center Geek" and host of the podcast of the same name. podcast.callcentergeek.com
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...
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...
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...
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…
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. ...
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...
The Expivia Social Media Marketing Plan: The Secrets of Becoming an Industry Influencer (on the cheap!)
Expivia is a 500 seat USA contact center outsourcing organization located right on Lake Erie in Erie, Pennsylvania (B2B organization). When we were first...
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,...
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...
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...
Cut Your Call Center Agents Some SLACK- How to Implement SLACK in Your Call Center
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...