77 episodes

Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. We discuss topics such as call center operations, hiring, culture, technology, and training and have fun doing it! Please post a review on Itunes if you find our podcast of value. This will help us reach as many Call Center Geek as possible!#callcenter #contactcenter #CX #custserv #callcentergeekwww.expiviausa.comIf you enjoy listening to the podcast then come and interact with all of us! Join the "Advice from a Call Center Geek Community" on Facebook today. You can ask questions and learn from the entire Call Center Geek community!

Advice from a Call Center Geek! Thomas Laird

    • Marketing

Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. We discuss topics such as call center operations, hiring, culture, technology, and training and have fun doing it! Please post a review on Itunes if you find our podcast of value. This will help us reach as many Call Center Geek as possible!#callcenter #contactcenter #CX #custserv #callcentergeekwww.expiviausa.comIf you enjoy listening to the podcast then come and interact with all of us! Join the "Advice from a Call Center Geek Community" on Facebook today. You can ask questions and learn from the entire Call Center Geek community!

    Best Practices for Setting Up Supervisor and Admin Call Center Dashboards

    Best Practices for Setting Up Supervisor and Admin Call Center Dashboards

    In this quick episode, we talk about some best practices on how we set up our supervisors and admin call center dashboards.  From real-time metrics to interval data, we give you a good way to stay efficient and on top of your call center.Join our...

    • 10 min
    Setting up a Call Center Employee Suggestion Program

    Setting up a Call Center Employee Suggestion Program

    I received a question from a member of the Advice from a Call Center Geek Texting Community that sparked this quick podcast.This is our unique take of setting up a call center employee suggestion program.  From using culture to narrow the suggestions to...

    • 8 min
    Announcing the Advice from a Call Center Geek Texting Community- Join Now!

    Announcing the Advice from a Call Center Geek Texting Community- Join Now!

    Join the Advice from a Call Center Geek texting community! Text "Hello" to 814-247-0366 and you will be able to have direct access to us for any call center ops question. We will also be sending out exclusive call center ops content to all community...

    • 1 min
    Technology Tools that World Class Centers Utilize

    Technology Tools that World Class Centers Utilize

    If we had an unlimited budget for our call center, what tools would we purchase?Lets take a look at the advanced tools that world-class call center utilize in their contact centers. Omni-channel Session HandlingWFMAnalyticsSelf-ServiceCRM...

    • 20 min
    To Stay WFH or Move the Call Center Back Brick and Mortar

    To Stay WFH or Move the Call Center Back Brick and Mortar

    To Stay WFH or Move the Call Center Back Brick and Mortar

    • 14 min
    HR and Corrective Actions in the Call Center Environment

    HR and Corrective Actions in the Call Center Environment

    HR and Corrective Actions in the Call Center Environment

    • 21 min

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