How Video Service is Changing the Customer Experience
I am so surprised why video service and sales technology is not being utilized by more companies. We are currently working with a couple of very progressive companies that are going to be utilizing our Interaction Center here at Expivia for real-time two-way and one-way video customer service. One is looking to rebrand to a […]
Call Center Outsourcing: Outsource Your Call Center or Grow It Internally?
With the current economy on the upswing, many companies are expanding their operations and wondering about call center outsourcing. The question of “What do we do with the expansion of the call center and customer service department?” is becoming a substantive issue that a lot of organizations must answer. Should We Outsource Our Call Center […]
USA Call Center Outsourcing- Look At What Your Customers Are Missing!
USA Call Center Outsourcing- Much More than you think!With the current economy on the upswing, many companies are expanding their operations and wondering about call center outsourcing. The question of “What do we do with the expansion of the call center and customer service department?” is becoming a substantive issue that a lot of organizations […]
Video Customer Service- Contact Center Best Practices for Implementation
The technology for video customer service is here now. To be honest the tech is now the easy part. The more difficult one is how do we now harness this technology to make it a useful channel for our customers and a profitable channel for our organizations. The Expivia Blog wants to delve into what […]
Remembering the Call Center of the Past- 1985
Article written by Expivia CEO Thomas Laird I have read and written many articles on the future of customer service and the future of the contact center. I thought it would be fun to take a trip down memory lane and try to get a discussion on the “old” days. The days when outbound calling […]
The Self Service Conundrum
Self-service is a volatile topic in customer service circles. Everyone believes there is a place for it but that’s where people’s agreement stops. How a company implements Self-Service is a direct correlation to how they view their customers. There is no better measuring tool to see how a brand measures the importance of its customers […]
10 Ways You Should Be Disrupting Your Call Center!
1) Omnichannel (or at least a Multi-Channel) Call Center Operation: The days of dictating how a customer interacts with your company ended about 5 years ago. Chat, Email, Voice, Self-service even video options need to be opened for your customers allowing them the choice of communication into your call center. You need to be looking […]
The Case for Using Smaller USA Call Center BPO’s
So many huge call centers dominate the landscape. Thousand seat centers with locations that span the globe. When companies think of a call center or call center outsourcing, for many, these large companies are the first to come to mind. There are many other options though like the smaller USA Call Center BPOS’. Imagine a high-end call […]
The Next 18 Months- Three Must-Have Call Center and Customer Experience Technologies Expivia is All In On
As a full disclaimer, my name is Tom Laird and I am the CEO of Expivia Interaction Marketing Group. Expivia is a 100% USA High End BPO contact center located in Erie PA. I am an honored member of the Incontact ICVC (Incontact Visionary Council) which meets with Incontact senior management to talk about the […]
Call Center Culture- 8 Critical Steps for Transforming Your Call Center
You learn some things after running contact centers for 20+ years on building call center culture. The following are 5 tips or to take that a step further, absolutes on changing or creating a great contact center culture in your customer service center. “You can’t expect your employees to exceed the expectations of your customers […]
