Advice from a Call Center Geek!

Send us Fan Mail In this episode of the Geek!,  take a look at all the Call Center KPI's that go into making your call center as efficient as possible.  We break down inbound and outbound metrics and show how many of them correlate with each other. This is a great podcast for anyone that is newer in the industry or is a first time supervisor or team lead. From Average Speed of Answer to Occup...

Send us Fan Mail In Episode 44 of Advice from a Call Center Geek!, we take a look at how you improve your WFM and how to staff appropriately in your call center. If you have any interest in how a WFM manager does their job or how you can do a staffing model in your contact center, this episode is for you! Take a look at the Expivia Staffing Calculator here: expiviausa.com/staffing-calculator Join...

Send us Fan Mail Go in-depth into our new hire packet where we talk about how you can start to instill culture by the policies and procedures you present in the first few days of employment. In this episode, we talk about the new hire pack all cal center agents receive along with an outline of the first 30 hours of call center and company training that you can use to improve your onboarding proced...

Send us Fan Mail No matter what type of Contact Center you are operating,  there is always some aspect of sales.  Customer service centers are looking to upsell and cross-sell, outbound centers are looking to sell.  How do you get your associates to do this the right way without having your quality drop? In Episode 43 of the Geek!, we introduce the concept of the "ERQ" which stands for &...

Send us Fan Mail Fun Episode! 10 ways to make you think about making your customer service experience unique for both the customer and your agents. 1) Create a unique tagline AKA Chik-fil-a effect 2) Post your stats for your customers to see 3) How to Immerse your customers into your world  4) Incenting the right KPI's 5) Routing the right way 6) Screen pop CTI importance 7) Training Tone 8)...

Send us Fan Mail In episode 42 of our call center operations podcast "Advice from a Call Center Geek!" we talk about the 5 biggest and easiest ways to improve your call center today. Out of all the topics we have discussed we talk about the five biggest ways to make the biggest impact in your call center. 1) Hiring for Culture 2) The TONE is the Message; Educating New hires 3) Agents Ana...

Send us Fan Mail In Episode 41, we dig into the security and culture aspects of our NO CELL phone policy at Expivia and why we think its a cornerstone of our overall security compliance. Because so many of you asked for it, I am just posting the cell phone/wearable policy here on expiviausa.com: https://expiviausa.com/%ef%bb%bfcell-phone-wearable-technology-agreement/ Join the Advice from a Call C...

Send us Fan Mail With fall upon us and many listeners starting to think about 2020 budget and outsourcing possibilities, we thought it would be a good time for an episode to discuss the pros and cons of call center outsourcing.  What is right for you?  Are you looking to cost savings, technology upgrades or an overhaul of your CX, we talk through if staying internal or outsourcing is right for you...

Send us Fan Mail We take a look at what we believe the call center will look like in the next five years.  We talk about 10 major changes that will be happening that all call center geeks will have to start to prepare for. Predictive Behavioral Routing Voice Authentication Enhancements Advanced Chat/Omnichannel/Augmented Reality Iot Service Cloud Conversion AI Chatbots AI WFM Better Agent Educatio...

Send us Fan Mail Being the birthday of Expivia, the one-year anniversary of our first book that sparked the podcast and the day we are publishing our second book "MORE Advice from a Call Center Geek!" we wanted to take a look back at our call center and how we started.  We are feeling a little nostalgic! Many of you have gone through adversity.  The start of Expivia was not easy especial...

Send us Fan Mail At Expivia our "You own Your Paycheck" attendance program has raised our call center attendance 27% from day 1 of implentation. If your center is struggling with attendance then this is an episode that you need to listen to and a program and you need to look hard into implementing in your center.  Its one of the best things we have done in our center to improve attendanc...

Send us Fan Mail This is our favorite podcast!  In this episode, we talk about a true "coming of age" management story that many of you call center supervisors and management can relate to. We think this will help all supervisors and managmers become better at thir job buy being able to incorporate the TRUST equation. Trust= Character+Competence+Motivation Character: There is so much tha...

Send us Fan Mail Wanted to make a special announcement to make the one-year birthday of our call center ops book "Advice from a Call Center Geek" that started this whole thing off! We have just completed our new version on the book "MORE Advice from a Call Center Geek" and will be publishing it on Amazon on Tuesday, Aug 13, 2019. Head over to moregeek.callcentergeek.com to sign...

Send us Fan Mail Its time to really look at implementing video and co-browsing into your customer support and sales.  In this episode, we take a look at the reasons why you should be thinking about video in your 2020 planning.  UNIQUE EXPERIENCE INCREASING THE URGE TO BUY TECHNOLOGY IS HERE COST FOR VIDEO CUSTOMER SERVICE GROUP SERVICE/FUN! ENGAGEMENT WITH VIDEO SALES AUGMENTED REALITY Join the Ad...

Send us Fan Mail We all strive to improve the attendance in our call centers.  In this episode of the geek!, we talk about how and why you need to incorporate attendance into everything you do in your call center. From the hiring, incenting, paying and policy.  We discuss 4 topics that you can take back to your call center to improve your attendance today! #morecarrot #lessstick Join the Advice fr...

Send us Fan Mail From call center cubicles to computers, to supervisor ratio if you are looking for some tips on how to set up your call center or expand it we got you covered! Take a look at how our 500 seat USA call center Expivia is set up.  We dig deep into the thought process of why we set up our center the way we did and give some to time and expense saving tips when setting your contact cen...

Send us Fan Mail In this episode of the Geek! we go deep into how you can utilize SLACK to enhance your call centers communications culture.  From setting up channels, evolving QA processes and having fun with SLACK, we take a look at how you can improve how information flows in your call center. We also have a cool game that we found on Linkedin from Melissa Love that we talk about at the beginni...

Send us Fan Mail The number one tip that we give when consulting with other call centers is to set up a weekly agents analytics program or agent review every single week.  So how you can improve your call center quality, agent engagement, and culture by spending 15 minutes a week with each agent off the phone. Join the Advice from a Call Center Geek texting community! Text us at 814-247-0366 and y...

Send us Fan Mail You asked for it and you got it!  More games to play in your call center!  From individual to team games we have you covered to add to your culture and employee engagement. Please head over to signup.callcentergeek.com to sign up for the Geek! community.  Access to the FB group, private webinars, and posts.  No Sales, just call center communication. Punch Out Find the Joker Target...

Send us Fan Mail In Episode 28 of the Geek, we discuss 10 unique benefits of moving your call center operations to the cloud while discussing the limited downside as well. Pros: Scaling Fewer Points of Failure for your Front Facing Operation New Technology deployment Ease API Culture Global Reach Reduced IT and Telephony Costs Technology Upgrade Costs World Wide Supervision/Transparency Limited to...

Send us Fan Mail One of our favorite episodes! All employees and especially call center employees love to use Social Media to communicate.  How can we use social tools to create a fun two-way street with our employees and call center associates? In Episode 27 of the Geek!, we discuss unique ways to use Facebook, Instagram, and online review sites to engage and develop your associates in a medium t...

Send us Fan Mail We at the Geek want to announce the creation of the Geek Call Center Community.  The goal and mission of the Geek has always been to create a community of call center colleagues that can use their knowledge to help others and themselves with issues and questions that may arise in the running of your call center. We have created the Call Center Geek community and we ask all podcast...

Send us Fan Mail In Episode 25 of "Advice from a Call Center Geek" we discuss the topic of recruiting call center associates the right way for prolonged employment We tackle how culture and branding have an effect on recruiting along with how to use social media, job boards, unique alliances, and Referal programs to make sure you are getting the right fit for your contact center environm...

Send us Fan Mail In Episode 24 of the Geek!, we take a look at the NICE inContact Customer Benchmarking Survey and how it correlates to what we are seeing in the marketplace in regards to customer channel preferences. We also talk about the difference between multi and omnichannel and the importance of being channel agnostic for your customers. Join the Advice from a Call Center Geek texting commu...

Send us Fan Mail Ever wonder how much it costs to outsource in the USA, Latin America, Europe, India or the Philippines? In Episode 23 of the Geek! We take a trip around the world to educate all our fellow geeks on costs associated with outsourcing anywhere in the world. Join the Advice from a Call Center Geek texting community! Text us at 814-247-0366 and you will be able to have direct access to...