Advice from a Call Center Geek!
248 episodes - English - Latest episode: about 16 hours ago - ★★★★★ - 66 ratingsAdvice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
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Episodes
Will Auto QA Platforms End the Era of Traditional CX Analytics?
April 25, 2024 16:00 - 19 minutes - 13.3 MBTune into our latest ACG podcast episode, "Will Auto QA Platforms End the Era of Traditional CX Analytics?" where we dive into the world of customer experience analytics. We’ll explore and compare the tools and techniques behind both Auto QA platforms and traditional analytics methods. This friendly chat is packed with insights about how each approach handles customer data and what makes them unique. Join Tom as he unravels the complexities and discuss the future possibilities of integ...
Tips to Disrupt your Service Desk with Technology and Tactics
April 15, 2024 14:00 - 47 minutes - 32.9 MBJoin Tom in this insightful podcast episode recorded at the HDI Philly event held at Princeton University. Delve into groundbreaking strategies and cutting-edge technologies, including AI, to revolutionize your service desk operations. Drawing from his leadership at Expivia, where he expanded the team to over 600 professionals, and his innovative work at OttoQA, Tom shares advanced methods that enhance operational efficiency and elevate customer satisfaction. Explore the latest trends, t...
Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies
February 22, 2024 18:00 - 32 minutes - 22 MBDive into the transformative journey of OttoQa, where we've uncovered the profound impact of prompts in elevating customer experience (CX) quality assurance (QA) processes. This podcast (taken from a Linkedin Live Event) brings the insights and methodologies from our extensive experience directly to you, focusing on the art and science of crafting effective prompts for QA automation. Explore a rich discussion on both the fundamental and advanced strategies that have revolutionized our appro...
Creating an AI Roadmap for Your Contact Center from the Ground Up!
February 12, 2024 14:00 - 46 minutes - 32.1 MBThis podcast is based on the presentation I delivered in Miami at the "CX Under the Sun Event" to more than 100 CX professionals who are just beginning their journey with CX AI transformation. During the presentation, I share my views on what is considered "real" regarding AI in the current market, what to be cautious about, and how to initiate AI integration within your organizations. You won't find any unnecessary content or theoretical discussions here. It's all about the essential tool...
2024 CX, AI, and Contact Center Predictions
February 01, 2024 18:00 - 29 minutes - 20.3 MBAs we step into 2024, the realms of Customer Experience (CX), Artificial Intelligence (AI), and contact centers are poised at the brink of transformative change. Let's explore the exciting, realistic predictions that are shaping the future of these industries. These are part prediction and part wish list for what I would like 2024 to become. 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. Ple...
Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers
December 21, 2023 17:00 - 16 minutes - 11.2 MBJoin me, Tom Laird, and John Coulter from Five Star Call Centers, as we journey into a conversation on "Advice from a Call Center Geek." 🔍 Key Highlights: 𝟮𝟬𝟮𝟰/𝟮𝟬𝟮𝟱 𝗢𝘂𝘁𝗹𝗼𝗼𝗸: What does the horizon look like for contact centers in the next two years? We're discussing trends, challenges, and opportunities that await! 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆 & 𝗥𝗢𝗜: Which technologies are set to revolutionize contact centers? We're exploring the tools that promise the highest utility and return on investment. 𝗢𝗻𝘀𝗵𝗼𝗿𝗲/𝗡𝗲𝗮𝗿...
AI Tools in CX: The Truth about ROI
December 14, 2023 14:00 - 23 minutes - 16 MBThis podcast episode of "Advice from a Call Center Geek", titled "AI Tools in CX: The Truth about ROI," delves into the practical aspects and return on investment (ROI) of AI technologies in the context of contact centers. It critically examines various AI tools like large language model chatbots, analytics, agent assist, and auto quality assurance, discussing their suitability, cost implications, and impact on customer experience for different sizes of contact centers. The episode provi...
Navigating the Technology Maze in Small Contact Centers: A Practical Guide
December 11, 2023 18:00 - 24 minutes - 17.2 MBWelcome back to "Advice from a Call Center Geek," the podcast dedicated to enhancing your contact center operations! In today's episode, we dive into the often confusing world of technology for small contact centers. With the holiday season approaching and AI becoming a buzzword, we aim to clarify and simplify your tech choices. Key Points Discussed: Bridging Contact Center Operations and AI: We explore how AI is shaping the industry, moving beyond the hype to practical applications, espe...
Navigating the Technology Maze for Small Contact Centers: A Practical Guide
December 11, 2023 18:00 - 24 minutes - 17.2 MBWelcome back to "Advice from a Call Center Geek," the podcast dedicated to enhancing your contact center operations! In today's episode, we dive into the often confusing world of technology for small contact centers. With the holiday season approaching and AI becoming a buzzword, we aim to clarify and simplify your tech choices. Key Points Discussed: Bridging Contact Center Operations and AI: We explore how AI is shaping the industry, moving beyond the hype to practical applications, espe...
Contact Center Management, Hiring, Ratios and More- Effective Contact Center Management
November 21, 2023 18:00 - 20 minutes - 14.2 MBIn this episode of "Advice from a Call Center Geek," we jump into expert tips for setting up a successful contact center, drawing from our experiences at Expivia. Learn about optimal team structures, effective management ratios, and strategies that foster efficiency and customer satisfaction. This episode is a treasure trove for anyone looking to enhance their contact center operations, offering practical advice and insights that can transform your approach to customer service. If you ar...
Best CcaaS Providers 2023-2024!
November 16, 2023 17:00 - 23 minutes - 15.9 MBIn this episode of "Advice from a Call Center Geek," we dive into a topic that's known for stirring up plenty of debates and strong feelings: CcaaS platforms. I'm eager to offer my perspective on what's happening in the world of these providers right now. We'll explore the various aspects that make this topic so controversial and why opinions vary widely in the industry. My aim is to provide you with a detailed understanding of the current landscape, drawing from my experiences and obser...
Let's Talk CcaaS Providers 2023-2024!
November 16, 2023 17:00 - 23 minutes - 15.9 MBIn this episode of "Advice from a Call Center Geek," we dive into a topic that's known for stirring up plenty of debates and strong feelings: CcaaS platforms. I'm eager to offer my perspective on what's happening in the world of these providers right now. We'll explore the various aspects that make this topic so controversial and why opinions vary widely in the industry. My aim is to provide you with a detailed understanding of the current landscape, drawing from my experiences and obser...
The AI Transformation: A New Era for Business Process Outsourcing
November 09, 2023 15:00 - 36 minutes - 25.1 MBImagine navigating the rapid changes in the Business Process Outsourcing (BPO) industry with the help of Artificial Intelligence (AI). How do BPOs need to adapt and evolve to stay competitive in this AI-driven landscape? That's what we're discussing in this enlightening episode, drawing insights from a seminar at the Google campus and exploring the potential of technology to revolutionize contact centers. With a focus on enhancing customer experience (CX), we delve into how technology can b...
Linkedin AMA Episode: Implementing AI into Your Contact Center Wisely- What To Do First
November 07, 2023 16:00 - 47 minutes - 32.7 MBThis episode is less theory and more "What you need to do!" This audio recording is from the LinkedIn Audio Event we hosted on Friday, November 3, 2023. It's an in-depth discussion that covers all the preliminary steps you should consider before embarking on your journey into Artificial Intelligence. We also explore the various tools that can significantly enhance your experience and effectiveness in the field. Additionally, the conversation includes insights into some of the most exciting...
"The Room Where it Happened" Special Episode!- Navigating the Future of Customer Service
November 02, 2023 17:00 - 41 minutes - 28.6 MB𝙏𝙝𝙚 𝙍𝙤𝙤𝙢 𝙒𝙝𝙚𝙧𝙚 𝙄𝙩 𝙃𝙖𝙥𝙥𝙚𝙣𝙚𝙙" NICE's remarkable team flew Tom to New Jersey at the White Eagle Hall, to step into "The Room Where It Happened," their exclusive video series that casts a spotlight on the pulse and prospects of Customer Experience (CX). There, Tom's own audio narrative brought to life what we regard as one of our most compelling podcast episodes and one of our all time personal favorites! In "The Room Where It Happened," our podcast dives into the transformative role of AI in ...
Rethinking Contact Center Outsourcing (BPO) in the Age of AI
October 10, 2023 15:00 - 32 minutes - 22.3 MBIn this episode of Advice from a Call Center Geek, we take you into the keynote speech that Tom gave at the Google Complex in Boulder Colorado to a group of contact center outsourcing company leaders which was sponsored by NICE, Google, and Outsource Consultants. We've transitioned Expivia from just being a "contact center outsourcer" to embracing our role as a "CX technology partner" and give the full case study about this in this episode. The shift in perspective? It's not just about an...
A Deep Dive into the World of AI & Human Interaction with Deepdesk CEO Robbert Dijkstra
October 10, 2023 15:00 - 37 minutes - 26.1 MBReady for a peek into the AI-driven future of contact centers? Dive in with our special guest, Robbert Dijkstra of Deepdesk. Discover how AI transforms both the agent and customer experience in digital mediums like chat. Robbert shares how automation not only boosts productivity but also reduces repetitive tasks for agents. Grasp the crucial role of data in shaping large language models. When integrated with customer interactions and context, the results are a stellar customer experience. ...
The Power Merge: Analyzing Nice's Game-Changing Purchase of LiveVox
October 04, 2023 18:00 - 5 minutes - 4.04 MBHere is a quick min-pod on some initial thoughts on the 350 million dollar purchase of LiveVox by NICE. This is essentially a union of two firms where one's strengths balance out the other's limitations. The Cxone Dialer is mediocre, and certainly not a standout in the industry, whereas CXone continues to be the industry front-runner for inbound CcaaS. On the other hand, LiveVox boasts an outstanding outbound service with a vast portfolio of outbound clients. However, they've struggled to...
Evolution of Contact Centers: Modern Strategies for Managing PR and Recall Crises
September 28, 2023 15:00 - 24 minutes - 16.8 MBReady to transform crisis into opportunity? In this episode, we promise to arm you with practical strategies and cutting-edge tools to navigate the choppy waters of crisis management in contact centers. We use our insights and experiences to illuminate the potential of modern Customer Experience tools to mitigate such crises. With our guidance, you'll learn about setting up minimalistic self-service websites, deploying AI chatbots to deliver vital information, and strategizing to handle cust...
10 ChatGPT Prompts to Fully Automate Your Contact Center QA
September 08, 2023 14:00 - 37 minutes - 26 MBReady to unlock the secrets of automated QA in your contact center? This episode is brimming with insights about using chatGPT to revolutionize your QA, promising to transform how you approach your work. We walk side by side with you, through the labyrinth of user accounts and databases, right up to crafting prompts for a form from a client. Ever wondered how to ask the most effective questions and generate impactful call evaluation outputs? Your search ends here. We navigate the crucial w...
Under 50 Seats and Using Spreadsheets for QA- MUST LISTEN
August 30, 2023 14:00 - 3 minutes - 2.17 MBDive into our mini podcast on our new value add OttoQA! Discover how we're reshaping the landscape of QA for call centers with fewer than 50 agents. Say goodbye to spreadsheet hassles and embrace AI-driven efficiency. Plus, find out how you can become an integral part of our journey as an Alpha and Beta partner. Don't miss this quick but informative listen. If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support y...
Best ChatGPT Prompts to Improve Your Contact Center!
August 22, 2023 18:00 - 22 minutes - 15.7 MBIn "Revolutionizing Call Centers with ChatGPT Prompts," we unveil the power of AI in redefining call center operations. This episode is a goldmine for managers and supervisors, as we share the best prompts to optimize and streamline your operations. Dive deep with us into the crux of Overall Operations to decipher key performance metrics and understand their implications. Learn how Workforce Management can be demystified with the Erlang C formula and ChatGPT. Uncover the transformative pote...
QA/AI Showdown: Chris Mounce from Evaluagent & Tom Laird Unmask AI's Reality in QA
August 10, 2023 18:00 - 48 minutes - 33.3 MBEpisode 200! Dive into the evolving landscape of AI in the contact center QA space with our next Advice from a Call Center Geek podcast! Chris Mounce of EvaluAgent® returns to go head-to-head with our host Tom Laird in a riveting debate. Can AI truly automate scorecards, or are we still testing the waters? How do we ensure quality in AI-powered QA, and how should we interpret and leverage the data it generates? Discover the most practical AI use-cases in QA right now. We're peeling b...
CX Rockstar and Influencer James Dodkins Joins ACG for an LIVE AMA!
August 02, 2023 16:00 - 55 minutes - 38 MBEnvision a reality where Artificial Intelligence (AI) commandeers your customer service. Consider AI not merely conducting routine transactions but also enhancing intricate and emotionally nuanced dialogues with your customers. Is this a far-off dream or a prevailing reality? We dive into this and much more in our recent "Advice from a Call Center Geek!" podcast episode with customer experience maestro and influencer, James Dodkins. We embark on a journey through the realm of 'autonomous ...
How to Automate Your Contact Center QA with Ai!
July 31, 2023 18:00 - 28 minutes - 19.5 MBEver wondered how your contact center could save significant costs while keeping up with the QA process? Brace yourself for an enlightening discussion and AMA where we unravel the potential of AI in transforming Quality Assurance in your contact center. We'll take you through our early journey of automating QA processes, sharing our experiments with chat GPT and how its possible for any contact center to start to think through the process of using AI for QA. If you are looking for USA out...
Transforming Your Contact Center: Effective Strategies for Cultural Change
July 19, 2023 16:00 - 21 minutes - 14.9 MBYou are just a click away from transforming your contact center from a drab workspace to a vibrant one; come join me, Tom Laird, as we revolutionize your call center experience. I promise to share the secrets to creating a positive and effort-driven culture, where attitude and effort outweigh resumes. I'm excited to share insights from my own journey of managing a contact center, making it a more desirable place to work, and how we can adopt these practices to revamp any workplace culture. ...
The Evolution of AI in Reshaping the Contact Center Tools of Today
July 10, 2023 17:00 - 21 minutes - 14.5 MBImagine having the power to reshape customer experience in your call center with artificial intelligence. What if you could emulate the behaviour of your most effective agents, optimize IVR, manage workforces, and even facilitate self-service with AI? Get ready to explore how AI is transforming the world of customer service, as we delve into these possibilities and much more. From digital twins to generative chatbots, we bring you the inside scoop on how AI models are revolutionizing custome...
Decoding the Call Center Menu: A Tasty Guide to Metrics and KPIs- Must Listen for all New Contact Center Managers!
July 03, 2023 16:00 - 25 minutes - 17.2 MBEver wondered how the hustle and bustle of your favorite restaurant correlates with the operations of a call center? Picture yourself at a bustling eatery as we break down the ins and outs of call center metrics in relatable terms. We’ll be interpreting essential terms like incoming calls, cue calls, and abandoned calls in an easy-to-digest format, perfect for those just venturing into the industry. Now, imagine the chefs at a restaurant, working tirelessly to keep up with the flurry of ord...
Elevating Call Center Performance: Top Coaching Methods and Techniques for Agent Success
June 21, 2023 17:00 - 24 minutes - 16.7 MBAre you struggling with coaching your call center agents effectively? Join us as we explore five popular coaching methods and share personal experiences on how to structure agent coaching sessions for maximum results. With insights on the GROW method, the Oscar method, and more, you'll learn how to help your agents take control of their calls and elevate their performance. This episode is packed with valuable discussions on various coaching models, including the GROW, OSKAR, COACH, CLEAR, a...
Ask Me Anything (AMA) LinkedIn Audio Event: Analytics, Interactive Voice Response (IVR) Routing, Best Practices, and Transitioning to the Cloud
June 13, 2023 18:00 - 27 minutes - 18.9 MBThis episode of ACG was taken from the Linkedin Live Audio Even that we did with followers on June 13, 2023. Some of the topics brought up were: What is the internal lift to implement tools like speech analytics? Plusses and minuses of moving to the cloud? What ratios should contact center management be? What are some of the best practices for routing in the IVR? What are some of the overall best practices for CX in the IVR? A lot of value here as these are all done in a conversational AM...
NICE Interaction 2023 Talk- 10 Ways to Disrupt your Contact Center using Technology and Tactics
June 09, 2023 17:00 - 32 minutes - 22.3 MBReady for a game-changing episode that will skyrocket your contact center's customer experience? Join us as we unveil 10 tips on maximizing your platform, from leveraging analytics to engaging your employees in creative ways. Discover the power of using an effort multiplier to incentivize attendance and workforce intelligence to keep your service levels top-notch. We'll share practical examples from our own BPO, Expedia Interaction Marketing Group, and offer insights on enhancing both secu...
10 Tips to Disrupt Your Contact Center With Technology and Tactics
May 10, 2023 18:00 - 34 minutes - 23.9 MBHubie Brown is a renowned basketball coach known for his impactful strategies and insight. When I attended one of his clinics, the title was "Cool Things I Want to Talk About to Help You With Your Teams." It featured 10 random, yet valuable, pieces of advice to improve a team's performance. As I prepare my live talks for this spring and summer, I've decided to create a podcast inspired by Hubie Brown's approach. In this episode, I'll share 10 useful tips to enhance your contact center with...
Thoughts and Take Aways from the Call and Contact Center Expo: What is Real as it Relates to AI?
May 01, 2023 18:00 - 26 minutes - 18.2 MBJoin us in this episode as we reflect on our learnings from the Call and Contact Center Expo. We delve into the realities of AI in the contact center industry, discussing key trends, innovations, and insights from my conversations with industry leaders and companies. We explore what's genuinely feasible with AI, the challenges in adoption, and why we may still have a ways to go before realizing its full potential. Tune in for a balanced perspective on the state of AI in contact centers...
Elevating Contact Center QA with EvaluAgent: Effective Scorecards & Expert Coaching Insights featuring QA Pro Chris Mounce
April 17, 2023 20:00 - 48 minutes - 33.5 MBIn this episode of Advice from a Call Center Geek, we dive deep into the world of contact center quality assurance with QA expert, Chris Mounce from EvaluAgent. Together, we explore the crucial do's and don'ts of designing effective contact center scorecards, offering valuable insights on the development of comprehensive and meaningful metrics that accurately gauge agent performance. We delve into the importance of understanding the intricacies of your specific contact center and the nece...
Unlocking Social Media Success: Tips for B2B Sales & Personal Branding in Business and in the Contact Center World
April 12, 2023 18:00 - 26 minutes - 18.2 MBIn 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 dis...
Deconstructing the "Wow" Experience: Redefining Excellence in Contact Centers
April 03, 2023 18:00 - 38 minutes - 26.3 MBUnravel 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 o...
Beyond Chatbots: Unlocking ChatGPT's Power in Contact Centers
March 27, 2023 18:00 - 21 minutes - 14.5 MBIn 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 secu...
Ideas for Setting up a Contact Center Management Trainee Program
March 20, 2023 16:00 - 22 minutes - 15.6 MBPost 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 si...
Improving your Call Center and Contact Center Agent Coaching
March 13, 2023 18:00 - 33 minutes - 23.1 MBIn 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! 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]...
5 Ways to Improve the Tone of your Contact Center Agents!
March 06, 2023 20:00 - 35 minutes - 24.3 MBWe 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 ...
BPO Financial Benchmarking Report with Eric Crouse- Partner Kommit & Company
February 27, 2023 13:00 - 1 hour - 41.4 MBThis 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...
Building out an AI Contact Center the Right Way with a Bonus AMA!
February 14, 2023 20:00 - 45 minutes - 31 MBOK, 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. M...
How to Implement the Blockchain into your Contact Center- Conversation with Shelli Ryan- CX and Blockchain Expert
February 09, 2023 18:00 - 38 minutes - 26.7 MBOn 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,...
TikTok Live- What I Would Ask Your Call Center Staff if Consulting
February 06, 2023 16:00 - 17 minutes - 11.7 MBFor a sports team looking to improve, they routinely will bring in other coaches to do an internal self-scout to try to show where the weaknesses are and how to improve on those. This same concept should happen in your contact center at least once a year. Here are some of the questions that we would ask and start to work with your team on. You don't need a consultant for this, you just need the framework that we provide in this episode. I hope this gets you thinking differently about y...
TikTok AMA Episode- Hiring, Analytics, Games to Play and More
February 02, 2023 17:00 - 36 minutes - 25.3 MBThis episode was taken from our first TikTok Live AMA that we did. Followers sent us questions and we answered live on the spot! Some of the topics covered in the episode are hiring, games to play in the contact center, culture, sentiment, analytics, culture, and more. I really like these episodes as we get to cover a ton of different topics at once! Make sure you follow us on TikTon @callcenter_geek as we do a tin of lives and post multiple call center ops videos a day! If you are look...
Setting up a High End Contact Center (On the Cheap)!
January 23, 2023 18:00 - 24 minutes - 16.8 MBIn this episode of Advice from a Call Center Geek, we look at all the tools that you need (and don't need) in setting up a high-end customer service contact center for the lowest amount of money possible while still not forgetting about quality. We talk about places you can save money by using or not using technology and look at all the things that you need to think about that most don't until it's too late! We also answer some listener questions on the erlang-c calculator, shrinkage, and ...
Unique Uses for ChatGPT Ai in the Contact Center
January 12, 2023 20:00 - 18 minutes - 12.7 MBChatGPT has opened the eyes to what true AI may be capable of. In this episode of Advice from a Call Center Geek, we look beyond the "normal" uses cases of Ai uses in such tools as chatbots and analytics and think about some of the unique and "out there" uses cases for AI in the contact center and CX environment. 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 expiviau...
Using Data to Route Calls in Your Contact Center
December 28, 2022 17:00 - 18 minutes - 12.9 MBIn this episode of Advice from a Call Center Geek, we look at some unique ways to route calls in your contact center using data and CRM integrations. Integrating your data and your telephony is a very cost-effective way to improve your customer experience. Some of the topics discussed are: Customer Segmentation What Data Sets to Use Workforce Intelligence Virtual Callbacks If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help...
Lets Talk Airline Customer Service 'Mageddon!
December 28, 2022 15:00 - 14 minutes - 9.7 MBIn this episode of Advice from a Call Center Geek, we take a hard look at what happened specifically with Southwest Airlines and the total customer service meltdown that occurred over Christmas '22. We also talk about infrastructure and tips and tactics to follow when your organization gets in an emergency heavy queue! 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 expi...
Ultimate Guide for Outsourcing Your Contact Center!
December 22, 2022 16:00 - 26 minutes - 18.5 MBUltimate Guide to Contact Center Outsourcing Episode This is one of the best episodes of value/content we have ever created. If you are looking to outsource your contact center this is a MUST listen. 25 minutes of why you should outsource, why you shouldn't outsource, what are the red flags to watch out for, what you should expect to pay, what you should not pay for, the technology you can ask about and so much more. Zero selling here, just content to help with your outsourcing journey esp...