130 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 while having fun doing it!

Advice from a Call Center Geek‪!‬ Thomas Laird

    • Business
    • 4.9 • 62 Ratings

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 while having fun doing it!

    Deep Dive into Upcoming Vaccine Mandate for Contact Centers

    Deep Dive into Upcoming Vaccine Mandate for Contact Centers

    Friends, we have done deep into the law here with our attorneys to create a full policy for the upcoming January 4th mandated date for all companies, (we are focusing on contact centers) that have over 100 employees to comply with the government vaccine mandate.

    After you listen to this episode, you will be fully versed in the law, the dates that are of importance, what constitutes vaccinated, and what you can and cannot legally ask your employees about their vaccination status.

    On top of all that, if you do not have a Vaccine Mandate Policy, I am more than happy to not only give you ours, but also our one-pager for the employees, and the documents you need to keep track of is employees are vaccinated, unvaccinated, getting weekly testing, or have exemptions.

    To download our policy, we have posted it here on Linkedin:
    Vaccine Mandate Policy

    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
    Schedule time with me to talk about anything call center related:
    https://calendly.com/call_center_advice/15min
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel
    Text Me: Text "Call Center Manager" to 814-247-0633
    This episode is brought to you by Balto.
    Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

    • 20 min
    Engaging Associates During the Holidays- Social Media, Motivations, and let's Talk Holiday Bonuses

    Engaging Associates During the Holidays- Social Media, Motivations, and let's Talk Holiday Bonuses

    The week before Thanksgiving is a great time of the year.  It's time where you can reset some of the negativity that you may have in your contact center, and accent the positivity using some motivational tactics that really get a boost when paired with the holiday season.

    In this episode (129) we talk about ways to engage and motivate employees during the holidays, ways you can utilize social media with your teams better to motivate and enhance culture, and we also discuss bonuses and some bonus structures that I have used in the past in the contact center environment.

    This episode is all about your agents and helping develop the culture you want.

    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
    Schedule time with me to talk about anything call center related:
    https://calendly.com/call_center_advice/15min
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel
    Text Me: Text "Call Center Manager" to 814-247-0633
    This episode is brought to you by Balto.
    Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

    • 15 min
    My Contact Center Employees Ask Me Anything

    My Contact Center Employees Ask Me Anything

    I am always thinking about how can my contact center be different?  How can we have better quality, how can we as management engage our employees better?

    One of the thoughts that I had when I was out sick with Covid, was doing a Reddit style Ask Me Anything (AMA) and having all the employees do just that, and me anything they want.

    It was AWESOME!

    So many times we just assume that people understand why we do what we do, why this policy is in effect, why we don't allow that.  If we dont explain then may times there is the assumpltion of "thats just how it's always been done" or " they just want to be mean", or even "that makes no sense!"

    This allowed me to explain questions, policies, procedures, and topics that I did t realize needed to be discussed in more depth.  It was a great experience and really enhanced our corporate communication culture.

    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
    Schedule time with me to talk about anything call center related:
    https://calendly.com/call_center_advice/15min
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel
    Text Me: Text "Call Center Manager" to 814-247-0633
    This episode is brought to you by Balto.
    Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

    • 15 min
    When Covid Hits Home in Your Contact Center- Perceptions, Reality, and Mandates

    When Covid Hits Home in Your Contact Center- Perceptions, Reality, and Mandates

    This episode is a little different than what we normally do, much more personal.  10 days before recording this, I tested positive for covid, this at a time when Covid has hit our Expivia contact center family petty hard, much harder than in 2020.

    I want to give you my perspective on how I dealt with this and how it changed my perception of my WFH agents and my thought process on dealing with agents, even WFH agents that test positive.  This was a big wake-up call for me.

    I also want to talk through the vaccine mandate that will be coming into play for many of us the first week of January, how we are dealing with team members that don't want to get vaccinated, policies that we are having to put in place, and just overall how we are dealing with the mandate.

    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
    Schedule time with me to talk about anything call center related:
    https://calendly.com/call_center_advice/15min
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel
    Text Me: Text "Call Center Manager" to 814-247-0633
    This episode is brought to you by Balto.
    Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

    • 17 min
    Are you Ready for Customer Experience 3.0 Metaverse, AR, VR, and CX

    Are you Ready for Customer Experience 3.0 Metaverse, AR, VR, and CX

    One of my roles as the CEO here at Expivia, is to make calls on where I see technology and CX intersect to try to position us to be ahead of the curve.

    Facebook (at the time of this recording) just announced they are changing their name.  The name is a small piece of what they are doing.  One of the largest companies in the world is changing its entire business model to focus on the Metaverse.  This should open all of our eyes as tho what is coming, it definitely opened mine.

    In this episode, we look at customer experience how the metaverse, VR, AR, and some other newer platforms  coming to play in Customer Experience 3.0

    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
    Schedule time with me to talk about anything call center related:
    https://calendly.com/call_center_advice/15min
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel
    Text Me: Text "Call Center Manager" to 814-247-0633
    This episode is brought to you by Balto.
    Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

    • 17 min
    Our Contact Centers Covid Evolution- Engagement to Technology

    Our Contact Centers Covid Evolution- Engagement to Technology

    Covid had changed the way many of us operate our contact centers.  In this episode of "Advice from a Call Center Geek!" we take a look back at where we were and all the policies, procedures we changed, the technology we now utilize, and the engagement that we have evolved.

    This is a great episode for you to take a look at your internal operation and see what areas you can improve with all the changes in the workforce and technology we have all seen.

    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
    Schedule time with me to talk about anything call center related:
    https://calendly.com/call_center_advice/15min
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel
    Text Me: Text "Call Center Manager" to 814-247-0633
    If you would like to appear on "Advice from a Call Center Geek! make sure you shoot tom an email at tlaird@expivia.net!
    This episode is brought to you by Balto.
    Balto's Real-Time Guidance helps your agents say the right things on every single callGet 26% more sales and cut ramp time by 75%.In just a little over a month.Head over to balto.ai/tom to get a free pair of Bose headphones for a demo

    • 17 min

Customer Reviews

4.9 out of 5
62 Ratings

62 Ratings

ChristinaDudley ,

Adding value !

Tom is very genuine and knowledgeable about the industry. He goes above and beyond his call of duty. I reached out to him on LinkedIn for a advice about variables that causes and influx in SL and ASA. He responded right away which shocked me being that he is a CEO. I will not be missing call center week next year !

Mikey Rocco ,

Great Podcast!!!

Tom does an amazing job of being honest while sharing his expertise. It’s great to hear him hit on a strong variety of relevant topics. His openness and generosity is invaluable. As an executive of call center management myself, his voice is definitely that of an expert. Keep up the great work Tom!!!

JuSchaaf ,

Great content from a call center expert

Tom delivers value on every single episode. I’ve listened to most contact center podcast and this is the one you want!

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