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!
Call Center Money Ball- Call Center Metrics that Actually Matter
So many people judge what a world class experience is by metrics that our industry has been using for over 30 years.
Has using these metrics really improved the CX?
Take a look at a new approach to KPI's. One that measures not just how quickly the agent answers the phone but measures both sides of the conversation.
Isn't the who point of world class customer service to improve the customer experience and not just hit a SLA number?
We hope this episode opens some eyes into what we believe is the new standard of world class service.
Check out https://youtu.be/f3VFttZ_Nlw for more on this episode
Discover exceptional, AI-driven contact center outsourcing with Expivia.
Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/
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
