Advice from a Call Center Geek!
Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
Advice from a Call Center Geek!
Its Not The Call Centers Fault! Introduction to Customer Journey Mapping and its Importance
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How many times has your boss or manager said the call center was not servicing properly and that the NPS and CSAT scores were too low! It has to be poor service in the call center right?
WRONG!
With so many ways that customers can interact with an organization, most times the call center can only triage a poor experience that a customer had had with a product, delivers, website, service model...They are not the root cause.
In this episode, we talk about customer journey mapping and finding the actual causes to customer issues.
This episode will begin getting down the path of being proactive and explaining not just that issues are happening but WHY!
(This is why speech analytics is soo important as well!)
Join our call center geek texting community! Totally free. Get exclusive call center ops content and a way to ask questions directly to Tom! Text "Journey" to 814.247.0366
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
Text me: 814.247.0366
Follow me: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Watch us: Advice from a Call Center Geek Youtube Channel
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.com
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
OttoQA: try.ottoqa.com
Expivia: Expiviausa.com
