Advice from a Call Center Geek!
Episodes
New Agent On-boarding Policies and Procedures
23 Oct 2019
Contributed by Lukas
Send us a textGo in-depth into our new hire packet where we talk about how you can start to instill culture by the policies and procedures you present...
Sales Done the Right Way in Your Call Center
11 Oct 2019
Contributed by Lukas
Send us a textNo matter what type of Contact Center you are operating, there is always some aspect of sales. Customer service centers are looking ...
10 Ways To Make Your Customer Service Experience Unique- With Examples
04 Oct 2019
Contributed by Lukas
Send us a textFun Episode!10 ways to make you think about making your customer service experience unique for both the customer and your agents.1) Crea...
Five Ways to Improve Your Call Center Today
27 Sep 2019
Contributed by Lukas
Send us a textIn episode 42 of our call center operations podcast "Advice from a Call Center Geek!" we talk about the 5 biggest and easiest ...
Case for NO Cell Phones and NO Wearable Technology on Your Call Center Floor
18 Sep 2019
Contributed by Lukas
Send us a textIn Episode 41, we dig into the security and culture aspects of our NO CELL phone policy at Expivia and why we think its a cornerstone of...
Pros and Cons of Outsourcing
12 Sep 2019
Contributed by Lukas
Send us a textWith fall upon us and many listeners starting to think about 2020 budget and outsourcing possibilities, we thought it would be a good ti...
Crystal Ball- The Call Center of 2025
04 Sep 2019
Contributed by Lukas
Send us a textWe take a look at what we believe the call center will look like in the next five years. We talk about 10 major changes that will be h...
The Birth of a Call Center- Revenge is the Best Success!
29 Aug 2019
Contributed by Lukas
Send us a textBeing the birthday of Expivia, the one-year anniversary of our first book that sparked the podcast and the day we are publishing our sec...
Cracking the Code on Call Center Attendance- Go on a Streak!
20 Aug 2019
Contributed by Lukas
Send us a textAt Expivia our "You own Your Paycheck" attendance program has raised our call center attendance 27% from day 1 of implentation...
Call Center Management Equation- True Story (Best Podcast we have done!)
14 Aug 2019
Contributed by Lukas
Send us a textThis is our favorite podcast! In this episode, we talk about a true "coming of age" management story that many of you call c...
Special Announcement- Free Version of our New Call Center Book "More Advice from a Call Center Geek!"
07 Aug 2019
Contributed by Lukas
Send us a textWanted to make a special announcement to make the one-year birthday of our call center ops book "Advice from a Call Center Geek&quo...
Future Service Channels- Implementing Video into Your Customer Service and Sales
05 Aug 2019
Contributed by Lukas
Send us a textIts time to really look at implementing video and co-browsing into your customer support and sales. In this episode, we take a look at...
Attendance- Tips for improving Attendance in Your Call Center
19 Jul 2019
Contributed by Lukas
Send us a textWe all strive to improve the attendance in our call centers. In this episode of the geek!, we talk about how and why you need to incor...
Tips on the Physical Setup of Your Call Center
10 Jul 2019
Contributed by Lukas
Send us a textFrom call center cubicles to computers, to supervisor ratio if you are looking for some tips on how to set up your call center or expand...
Cut your Agents Some Slack- Enhancing Your Call Center Communications Culture
01 Jul 2019
Contributed by Lukas
Send us a textIn this episode of the Geek! we go deep into how you can utilize SLACK to enhance your call centers communications culture. From setti...
How to Set Up a Weekly Agent Analysis Program
22 Jun 2019
Contributed by Lukas
Send us a textThe number one tip that we give when consulting with other call centers is to set up a weekly agents analytics program or agent review e...
Games to Play in Your Call Center 3.0
12 Jun 2019
Contributed by Lukas
Send us a textYou asked for it and you got it! More games to play in your call center! From individual to team games we have you covered to add to...
Moving Your Call Center to the Cloud- Pros and Cons
04 Jun 2019
Contributed by Lukas
Send us a textIn Episode 28 of the Geek, we discuss 10 unique benefits of moving your call center operations to the cloud while discussing the limited...
Engaging and Developing Your Call Center Associates with Social Media
30 May 2019
Contributed by Lukas
Send us a textOne of our favorite episodes!All employees and especially call center employees love to use Social Media to communicate. How can we us...
Special Announcement From the Geek!- Call Center Geek Community Creation
28 May 2019
Contributed by Lukas
Send us a textWe at the Geek want to announce the creation of the Geek Call Center Community. The goal and mission of the Geek has always been to cr...
How to Recruit the Right Call Center Agents Using Culture, Social Media and Branding
21 May 2019
Contributed by Lukas
Send us a textIn Episode 25 of "Advice from a Call Center Geek" we discuss the topic of recruiting call center associates the right way for ...
Changes in Customer Expectations and Need for Omnichannel
15 May 2019
Contributed by Lukas
Send us a textIn Episode 24 of the Geek!, we take a look at the NICE inContact Customer Benchmarking Survey and how it correlates to what we are seein...
Call Center Outsourcing Pricing Around the World
13 May 2019
Contributed by Lukas
Send us a textEver wonder how much it costs to outsource in the USA, Latin America, Europe, India or the Philippines?In Episode 23 of the Geek! We tak...
Predictive Behavioral Routing- The Next Evolution in Contact Center Routing Technology
02 May 2019
Contributed by Lukas
Send us a textIn this episode, we look at call center routing technology from the first call center, through the invention of the first ACD and skills...
Case Study on United Baggage CX and the Newest Call Center Technologies from Nice inContact Interactions 19
26 Apr 2019
Contributed by Lukas
Send us a textThe Geek takes a deep dive into a personal experience with the United Airlines baggage Customer Service department and what we can all l...
Remembering the Call Center of the Past- 1985
11 Apr 2019
Contributed by Lukas
Send us a textLet's take a walk down memory lane to the call center of 1985 when there were no computers, outbound was king, stats were few and...
Changing How Sales are Done in Your Call Center- Introducing "ERQ"
04 Apr 2019
Contributed by Lukas
Send us a textNo matter what type of Contact Center you are operating, there is always some aspect of sales. Customer service centers are looking ...
A New Way to Incent Your Call Center Associates
28 Mar 2019
Contributed by Lukas
Send us a textIn Episode 18 of the Geek we look at a new way to incent your call center associates based on your culture. No longer is it good enoug...
Chatbots for the Call Center and Customer Service- Present and Future
19 Mar 2019
Contributed by Lukas
Send us a textLet's take a look a the types of chatbots that are available for your call center today, what ones you should be using and where th...
How Much Does Your Call Center Really Cost? How to do an Easy yet Thorough Cost Assessment
13 Mar 2019
Contributed by Lukas
Send us a textWhen you think call center costs most people think agents and minute charges. In this episode of the Geek! we we look at the full scop...
Advanced Speech Analytics- Unique Use Cases
05 Mar 2019
Contributed by Lukas
Send us a textIn this episode of the Geek! we dive deep into the awesomeness of speech analytics.There are many powerful use cases for this amazing ca...
Why the Cloud Rocks (and so does NICE inContact)
26 Feb 2019
Contributed by Lukas
Send us a textIn the episode of the Geek!, the we discuss the benefits of moving your call center to the cloud and why we believe its so beneficial....
9 Ways to Improve your Call Center Coaching
20 Feb 2019
Contributed by Lukas
Send us a textIn this Episode of the Geek we talk about 9 ways to improve your call center coaching techniques:Coach off the FloorBe SpecificThe Tone ...
Call Center Money Ball- Call Center Metrics that Actually Matter
12 Feb 2019
Contributed by Lukas
Send us a textSo many people judge what a world class experience is by metrics that our industry has been using for over 30 years.Has using these metr...
Motivational Games to Play In your Call Center 2.0
07 Feb 2019
Contributed by Lukas
Send us a textWe have re-done the original episode 4 to now include more games, more engagement and more fun to have in your call center. There are ...
Ten Critical Items to Think About Before Outsourcing Your Call Center or Creating an RFP
04 Feb 2019
Contributed by Lukas
Send us a textIn Episode we look at 10 concepts to consider before you outsource your call center. Many great things can happen when you outsources ...
QA (Quality Assurance) Done the Right Way in Your Call Center
29 Jan 2019
Contributed by Lukas
Send us a textIn Episode 9 of the Geek! we take a deeper dive into the quality aspects of your center. From starting or improving your QA scoring, e...
Making Your Call Center Unique to Your Culture- Tips and Tricks
22 Jan 2019
Contributed by Lukas
Send us a textIn Episode 8 of Advice from a Call Center Geek we look at some ways that we have made our call center different and unique and show you ...
Call Center Supervisor Training- Starting a Management Training Program
15 Jan 2019
Contributed by Lukas
Send us a textHow do you facilitate call center management training in your call center? Do you have a training plan at all or are you just pulling ...
When Good Times Go Bad- Dealing with Supervisor and Associate Confrontation in Your Call Center
09 Jan 2019
Contributed by Lukas
Send us a textWhile we all want a world class center with happy associates, well trained supervision and a great culture, we know that good times some...
Ten Ways to Disrupt Your Call Center Using Technology and Best Practices
04 Jan 2019
Contributed by Lukas
Send us a text We have updated the really well received talk that we gave at the Nice incontact Interactions Conference on 10 Ways to Disrupt Your Ca...
Call Center Coffee- Starting the Day in the Right Way in Your Call Center
02 Jan 2019
Contributed by Lukas
Send us a textWe discuss the importance of controlling the first 30 minutes of an associate's day to have an awesome and productive shift with ou...
Initial and Ongoing Education in your Call Center
20 Dec 2018
Contributed by Lukas
Send us a textIn this episode of "The Geek" we discuss tips to limit turnover during the first 90 days of hire and how to educate associates...
Hiring the BEST Call Center Associates for your Organization Based on Culture
18 Dec 2018
Contributed by Lukas
Send us a textIn this episode of "The Geek" we look at your call center culture and how we can evolve it so be a tool to hire, incentivize a...
Podcast DNA / I Bet In Know Why Your Call Center is Struggling
17 Dec 2018
Contributed by Lukas
Send us a textIn our inaugural episode we give some background on why we created "The Geek" we discuss three distinct topics to start off ou...