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Advice From a Call Center Geek! Podcast!

Call Center Geek

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! #callcenter #contactcenter #callcenterops #CX #custserv

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Take a 30 second Test Drive


Episode 1
*Who we are are
*Why we created "the geek" and whom it will benefit
*We dig into our first topic of "The Seven Reasons why your Call Center Stinks! 

Episode 2


*Defining your call center culture


*Hiring the right call center associate, no the "best" candidate


*How to incent off culture


*The importance of getting employee buy-in to our culture and how to do it.

Episode 4


In this episode of the Geek! we give you motivational games to play in your center!

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WHAT YOU'LL FIND INSIDE

HOW TO BECOME EMPLOYEE AND CUSTOMER CENTERIC

OPERATIONAL TIPS

25 YEARS OF EXPERIENCE

Tom Laird takes 25 years of call center operations and points out the highlights of what he has done to change how call centers are run.

We talk about how to start a shift the right way, how to enhance QA and how to have fun in your center.

Culture should be driving your center.  We will show you how.

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BUT WAIT! THERE'S MORE!

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AUTHOR SPOTLIGHT

AUTHOR

Thomas Laird

" Culture > Everything "

Tom is the founder and CEO of award winning Expivia Interaction Marketing Group. Expivia is a USA BPO omnichannel contact center located in Pennsylvania.  Tom has 25 years of experience in all facets of contact center operations.  


Tom is also a member of the NICE inContact ICVC Board. The iCVC is select group of inContact customers selected to join as trusted advisors to help InContact validate ideas for new products and features and plans for future innovations.


Prior to starting Expivia, he was the head of call center operations for a large BPO that specialized in financial services.  His past know-how has given him the honor of running many service and sales programs for most of the top 15 largest financial institutions in the USA.

Linkedin Profile 

tlaird@expivia.net

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