< Back Preparing Your Contact Center for the Future: A Strategic Technology Roadmap In the rapidly evolving contact center industry, staying ahead means not just

5 Proven Techniques for Handling Angry, Mad, and Irate Customers in Contact Centers https://youtube.com/watch?v=zbOYRKJe-nc%3Ffeature%3Doembed%26enablejsapi%3D1%26origin%3Dhttps%3A In today’s customer-centric business world, effectively managing angry, mad, or irate

The Evolution of Customer Service Outsourcing: What You Need to Know The landscape of customer service outsourcing has undergone a dramatic transformation in recent years.

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center

The landscape of customer service is on the brink of a major transformation, thanks to the upcoming release from NICE CXone. This release is not

Guide to Preparing Your Contact Center for AI Integration The integration of Artificial Intelligence (AI) in call centers represents a monumental shift in how customer

Introduction As an organization at the forefront of the fusion between human intelligence and artificial intelligence, we have embarked on an exciting journey. We want

Contact centers are the heart of any business. They not only shape customer experience but also play a key role in driving revenue. However, shaping

The Future of Contact Centers: The Role of AI and Evolutionary Technologies The advent of AI and associated technologies has opened up a whole new

There are a lot of misconceptions about what working in a call center is like. But, the rumors don’t come near the truth. If you’re

When it comes to employee motivation, money isn’t always the answer. Of course, you should pay your agents well for their work. But, even well-paid

Let’s face it: it can be hard to reach your target audience through marketing channels. Email’s often overused and blocked, social media can be a

Whether you have kids to take care of or you’re not quite ready to face the post-pandemic working world yet, there are plenty of options

Call center agent training isn’t usually a walk in the park. But you don’t have much of a choice if you intend to meet the

Contact center success doesn’t just happen. It takes hard work, focus, and consistency. But most importantly, it takes a strategic approach to contact center management.

Do you like doing extra work? How about spending more money than necessary? Maybe you enjoy having too much equipment to maintain?  No? None of

Outsourcing your call center comes with a lot of benefits. But, does it come with a lot of costs too? This call center pricing guide can

Outsourcing your call center comes with a lot of benefits. But, does it come with a lot of costs too? This call center pricing guide can

No matter what type of call center you operate, you’ll need to manage sales. Customer service centers need to upsell and cross-sell. Outbound centers need

No matter what type of call center you operate, you’ll need to manage sales. Customer service centers need to upsell and cross-sell. Outbound centers need to

An Interview with NICE CXone CEO Paul Jarman Keeping up with current contact center trends is a crucial part of being a world-leading customer service

If your business has customers, they need a way to contact you. And someone definitely needs to answer those calls, emails, and messages. However, finding

Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is

Great interactions define the success of your customer engagement center. And one of the best technical ways to ensure that is to become an omnichannel

Optimizing the customer service experience is a crucial task in a call center environment. The success of your contact center depends on it. Simply being

You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s

Setting up your call center floor is no small feat. You need to think about the operation of your contact center and take everything into

One of the most important aspects of a successful call center is the leadership team. Good managers and supervisors are the best at guiding and

Call center coaching is just like coaching a little league team. A talented kid will master swinging the bat on their own, but a coach

Call quality monitoring is crucial for your contact center’s success. It’s the best way to ensure that quality standards are met, and your agents represent

Sci-fi films and dystopian novels always say that AI will overtake humans in the future. While we’re not there yet, AI is definitely a growing

Follow these 6 Steps to Bring It Back to LifeCall centers often don’t spend enough effort on customer service. Hitting KPIs and sales goals seem

Everything seems to be more digital nowadays. Customers aren’t as comfortable with picking up the phone as they are with sending an email. That’s a

There are a lot of benefits to virtual work at home call centers. It’s a great concept for your stay-at-home parents and students to work

Through the 25 years of running a call center we have tried many different methods of trying to figure out what methods and what traits

How to Use Slack in your Call CenterWe currently have used Slack for about eight months at our USA call center outsourcing BPO Expivia. We

So many huge call centers dominate the landscape. Thousand seat centers with locations that span the globe. When companies think of a call center or call center

Call center technologies can help you elevate your call center’s efficiency and performance. And one of the most beneficial pieces of technology every call center

Over the years, we have come up with some tips that help make high-traffic days like Black Friday and Cyber Monday go as smoothly as

All day long I could talk about why you should outsource. Today I will be playing devil’s advocate and give you ten reasons as to

My team and I are beginning to talk about budgeting and technologies for 2021, and now is the time for us to start making some

Our Advice from a Call Center Geek community has started a mailbag for questions from all the other geeks out there. Texts come in, and

The importance of customer journey mapping… Boss IssuesHave you ever been called in by your boss as the quarterly statistics are being presented to the

I had the great pleasure of being asked to give a talk to the University of Wisconsin E-Business Consortium on “Making Call Center Culture Tangible,

I had the great pleasure of being asked to give a talk to the University of Wisconsin E-Business Consortium on “Making Call Center Culture Tangible,

This week we talk about everything you need to know when purchasing a new call center platform. Whether you are in the market or will

This week we talk about everything you need to know when purchasing a new call center platform. Whether you are in the market or will

Operating a call center often is not someone’s dream job, but it becomes their dream job. How did you get into this space? When you

Operating a call center often is not someone’s dream job, but it becomes their dream job. How did you get into this space? When you

As many of you may know, we have started a texting community to get more specific information out to all our listeners and readers. (If

Expivia Interaction Marketing Group, a contact center in Erie, PA wins the 2016 Disrupt Erie Startup of the Year award through the Innovation Collaborative. Erie,

As many of you may know, we have started a texting community to get more specific information out to all our listeners and readers. (If

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

This week we are talking about how we are jumping into our next plan of action post-Covid19. Should you go back to brick-and-Mortar, or is

We have been progressing slowly in terms of how the world is handling the coronavirus situation. Erie, Pa, where we are located, has moved into

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

What does a world-class center have from a technology standpoint? What do the high-end centers have? If you had an unlimited budget to set up

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

If you feel your call center is not where you need it to be, if you’re not comfortable with your at-home plan, or if this

We’re going to be talking about the last 10-14 days in our call center and how we’ve adjusted to having almost 95% of our workforce

Q: Can you talk a little bit about you and your role at Nice InContact? A: Sure, I am the Global Head of Customer Experience

We took some time with Fred Shadding, a call center advisor and consultant. Fred has over 30 years of experience in the call center operations

We’re going to be talking about the pandemic and what you can do as a call center and organization to keep your associates, supervisors, and

There are probably lots of questions that you need to have answered before you can really consider using an outsourcer. According to our client services

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.

How much does it cost to outsource your call center or customer service in the USA? This is the number one question that we get

Crystal Ball – The Call Center of 2025 Let’s talk about the future. Technology is evolving so quickly that every year there is something new

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

Our True Social Media Horror Story Facebook, Twitter, and Instagram can all be used very effectively for marketing and connecting with your customers. Even the

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.

For companies who are looking to really evolve into a world-class call center, we’ve got ways to help you head down that road. These are

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

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

There have been lots of questions coming in, asking if the cloud is really a good fit for call centers. The answer, simply, is YES!

Call Center Management Equation — A True Story Call centers have a lot of working parts and a lot of people who try to keep

Not many are doing it and even the big guys have not really walked down the road to full-fledged video customer support. Let’s talk about

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

The topic of chatbots has rapidly become one of the most popular in the call center industry. There has recently been an explosion of chatbots.

Using the Cloud, you can create a customer support multichannel or omnichannel platform for $200-$250 per seat per month. If you’re doing it right with

Handling Supervisor-Associate Confrontation in Your Call CenterSometimes an issue may arise on your team. Maybe someone isn’t in a good mood, or a team has

Today we will be discussing a very important topic for your call center: culture. This includes defining and/or evolving your center’s culture if you don’t

Many call centers struggle with bringing in the right agents to work for them, as well as managers and supervisors. It can be difficult to

Check out our new Call Center Book, Advice from a Call Center Geek! Click here to order from Amazon! ADVICE FROM A CALL CENTER GEEK! Advice From

Question…When you are looking for a special gift to purchase for a loved one, a gift that really needs to make a statement, where do

So many huge call centers dominate the landscape. Thousand seat centers with locations that span the globe. When startup companies think of a call center

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

I am so surprised why video service and sales technology is not being utilized by more companies. We are currently working with a couple of

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

USA Call Center Outsourcing- Much More than you think!With the current economy on the upswing, many companies are expanding their operations and wondering about call

The technology for video customer service is here now. To be honest the tech is now the easy part. The more difficult one is how

Article written by Expivia CEO Thomas Laird I have read and written many articles on the future of customer service and the future of the

Self-service is a volatile topic in customer service circles. Everyone believes there is a place for it but that’s where people’s agreement stops. How a

1) Omnichannel (or at least a Multi-Channel) Call Center Operation: The days of dictating how a customer interacts with your company ended about 5 years

So many huge call centers dominate the landscape. Thousand seat centers with locations that span the globe. When companies think of a call center or call center

As a full disclaimer, my name is Tom Laird and I am the CEO of Expivia Interaction Marketing Group. Expivia is a 100% USA High

You learn some things after running contact centers for 20+ years on building call center culture. The following are 5 tips or to take that

Blog post on Call Center Management written by Expivia CEO Thomas Laird Being young, having a Type A personality, and being put in charge of