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Advice from a Call Center Geek!

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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


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True Social Media Horror Story- Why you need to Monitor Your Social Channels and How to Respond When the Trolls Come
In this episode of the Geek!, we talk about why you need to be monitoring your digital channels at all times.We give you a real-life example of what happens when one of your social media assets gets attacked by a group of people (trolls) and how to respond.  This example is something that actually happened to the Expivia Facebook page over the Black Friday to Cyber Monday 2019 weekend.  Really cool episode that hopefully will scare you all enough into action to protect your digital assets with the same vigor as you do voice, chat, and email.
Google Contact Center AI is Available- What that Means for Your Call Center
In Episode 46 of "Advice from a Call Center Geek!" We talk about what the Google Contact Center AI going generally available (GA) last week on Nov 14, 2019.We will look at what that means to the average call center and what AI technologies we at Expivia are working on now that correlates to Google AI going GA.If you are into call center technology, this episode is for you!
Call Center KPI's 101
In this episode of the Geek!,  take a look at all the Call Center KPI's that go into making your call center as efficient as possible.  We break down inbound and outbound metrics and show how many of them correlate with each other.This is a great podcast for anyone that is newer in the industry or is a first time supervisor or team lead.From Average Speed of Answer to Occupancy, we got you covered.

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    Podcast Details
    Dec 17th, 2018
    Latest Episode
    Nov 22nd, 2019
    Release Period
    No. of Episodes
    Avg. Episode Length
    19 minutes

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