Blog

I am so surprised why video service and sales technology is not being utilized by more companies. We are currently… Read More »How Video Service is Changing the Customer Experience

With the current economy on the upswing, many companies are expanding their operations and wondering about call center outsourcing. The… Read More »Call Center Outsourcing: Outsource Your Call Center or Grow…

The technology for video customer service is here now.  To be honest the tech is now the easy part.  The… Read More »Video Customer Service- Contact Center Best Practices for Implementation

Article written by Expivia CEO Thomas Laird I have read and written many articles on the future of customer service… Read More »Remembering the Call Center of the Past- 1985

Self-service is a volatile topic in customer service circles. Everyone believes there is a place for it but that’s where… Read More »The Self Service Conundrum

1) Omnichannel (or at least a Multi-Channel) Call Center Operation: The days of dictating how a customer interacts with your company… Read More »10 Ways You Should Be Disrupting Your Call Center!

So many huge call centers dominate the landscape. Thousand seat centers with locations that span the globe. When companies think of a… Read More »The Case for Using Smaller USA Call Center BPO’s

As a full disclaimer, my name is Tom Laird and I am the CEO of Expivia Interaction Marketing Group. Expivia… Read More »The Next 18 Months- Three Must-Have Call Center and…

Blog post on Call Center Management written by Expivia CEO Thomas Laird Being young, having a Type A personality, and… Read More »Lessons Learned Growing Up In a Call Center-Call Center…

You learn some things after running contact centers for 20+ years on building call center culture. The following are 5… Read More »Call Center Culture- 8 Critical Steps for Transforming Your…

Confrontation in the workplace is going to happen. How we manage it is a trained skill that all managers must… Read More »Call Center Confrontation Strategies

Multi-Channel, Omni-channel, VOIP, Cloud-Based Telephony, Speech recognition, Apps for Self-Service, Chat software…all things we are told we need to have… Read More »Call Center Technology is NOT Customer Service