Post covid, with many of our staff WFH, we have rethought how we train and prepare our contact center middle management and agent supervisors to excel in their roles.  In this episode, we talk about the new management trainee program that will be will be implementing to our staff later in 2023.  We hope this gives you some ideas to help your management staff as well.1. Building out your contact center hierarchy2. Weekly meetings3. Teach Leadership theory4. Practical Skills5. Legal side of the contact center6. Real-world experience7. Graduation!Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Learn more about the leading conversation intelligence for contact centers at Observe.AI.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

For a sports team looking to improve, they routinely will bring in other coaches to do an internal self-scout to try to show where the weaknesses are and how to improve on those.This same concept should happen in your contact center at least once a year.  Here are some of the questions that we would ask and start to work with your team on.  You don't need a consultant for this, you just need the framework that we provide in this episode.I hope this gets you thinking differently about your contact center and allows you to make some of the improvements that you are your staff can agree on!Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Learn more about the leading conversation intelligence for contact centers at Observe.AI.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

ChatGPT has opened the eyes to what true AI may be capable of.  In this episode of Advice from a Call Center Geek, we look beyond the "normal" uses cases of Ai uses in such tools as chatbots and analytics and think about some of the unique and "out there" uses cases for AI in the contact center and CX environment.Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Learn more about the leading conversation intelligence for contact centers at Observe.AI.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of our weekly Advice from a Call Center geek AMA office Hour I answer questions on:A day in the life of a call center supervisorChanges in the digital channel landscapeTip for lowering AHTKPIS for agents to self governand more...Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "blockchain" to 814-247-0633Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Learn more about the leading conversation intelligence for contact centers at Observe.AI.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

NEW BOOK! Advice from a Call Center Geek 3.0! is done!Ok I just posted the full 204-page book for FREE on our Linkedin group Call Center Tips and Tactics, you can download it right now!I will also be offering the Amazon Kindle version for free for 3 days after it goes live on Amazon ( by Jan 10)Amazon is taking longer than normal to review all the published books as they are dealing with staffing issues I'm sure.I didn't want to wait for them to be ready as I already pushed this back once!This new version has over 200 pages and 10 new chapters. We added about 70 pages to the last update.I hope it adds value to all of you!I will upload the book here to my LinkedIn as well in the coming days but if you want it now, head over to the Tips and Tactics Group:https://lnkd.in/dDC-VUxFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "New Book" to 814-247-0633Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Learn more about the leading conversation intelligence for contact centers at Observe.AI.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

My New Book (Kinda) will be out on Jan 4th! We have taken "MORE Advice from a Call Center Geek" and added 10 chapters to it and over 50 pages.New chapters on AI, KPIs, Engagement, Outsourcing, WFH, new pricing guide, and more!We also included a Final Exam that you can take with your team that will allow for a deep dive into your contact center to improve every facet of it.If you are a listener to the podcast and want the new book FREE, all you have to do is join our Linkedin Call Center Tips and Tactics Group.  Not only will you get the book free, but you will also get to join a community of like-minded call center pros that can help with any issues or contact center questions you may have!I will be offering my new call center ops book free for three days in the group!  Click here to join Call Center Tips and Tactics:https://lnkd.in/dqPnN3NmFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "New Book" to 814-247-0633Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Learn more about the leading conversation intelligence for contact centers at Observe.AI.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

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 3.0Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "Call Center Manager" to 814-247-0633Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Learn more about the leading conversation intelligence for contact centers at Observe.AI.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

Conversational AI...a  topic that confuses some and fascinates others. In today's episode of "Advice from a Call Center Geek!", we have the opportunity to sit down with two industry leaders that are shaping how AI impacts customers and contact centers, especially contact centers that are sales and lead gen focused.Aktify CEO Kreg Peeler and CRO Craig Daly,  join us in a conversation tailored for those looking to learn where conversational AI is today, where it's going in the future, and some of the amazing use issues that Aktify is solving day in and day out through its use.Very interesting discussion from two leaders that are shaping the power of what Conversational AI is and where it is going. JOIN US!Check out Aktify here at Aktify.comFollow CEO Kreg PeelerFollow CRO Craig Daly Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Learn more about the leading conversation intelligence for contact centers at Observe.AI.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

Here is a little something different.  in this episode we infuse.  call center operations, entrepreneurship, and covid all rolled into one!  The host of "Advice from a Call Center Geek!", Tom Laird,  had the opportunity to be on the radio with host Joel Natalie of TalkErie.We discuss how our call center started, what technologies and employee strategies we are using, and how we have grown to a national presence.We would really like your feedback on this episode as it's truly from the heart and will allow you behind the scenes into what running a call center is really like! For more info on Advice from a Call Center Geek:Text us: 814.247.0366Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Learn more about the leading conversation intelligence for contact centers at Observe.AI.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

If you have not joined the Call Center Geek Texting Community here is another reason why.  (text "Call Center" to 814.247.0366 to Join)The Texting Community gets to ask anonymous questions to me that I then will answer on Linkedin.  Every couple of weeks, we will do a podcast episode with these questions so the geek nation can hear them and hopefully gain some value from them.The topics we takle in this episode are: What are some ways you are hiring and recruiting during Covid?  What social platforms are the best? How do you monitor and care for the emotional well-being of WFH agents? Budgetary case for Speech Analytics .Thoughts on Voicemail Being Used in the Call Center.Blog Post Link: https://expiviausa.com/ten-reasons-you-should-outsource-your-call-center/Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube ChannelObserve.AI is the fastest way to boost contact center performance with live conversation intelligence. Learn more about the leading conversation intelligence for contact centers at Observe.AI.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

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 engaging employees, I think this is a helpful episode for all call center operations looking to engage. The "Advice from a Call Center Geek!" podcast is sponsored by Expivia Interaction Marketing, a leader in USA call center/customer service outsourcing.  Check Expivia out at www.expiviausa.com  Blog post Link:https://expiviausa.com/setting-up-a-call-center-employee-suggestion-program/Text me: 814.247.0366Follow me: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Watch us: Advice from a Call Center Geek Youtube Channel Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Learn more about the leading conversation intelligence for contact centers at Observe.AI.Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel