Lessons Learned Growing Up In a Call Center-Call Center Management
Blog post on Call Center Management written by Expivia CEO Thomas Laird Being young, having a Type A personality, and being put in charge of many people can be a recipe for disaster especially in call center management! Many years ago In my mid 20’s, I had progressed my way up in the Call Center […]
Call Center Confrontation Strategies
Confrontation in the workplace is going to happen. How we manage it is a trained skill that all managers must have. These are some of the tactics that we cover in our management trainee program here at Expivia when talking about call center confrontation strategies. These can be very easily transferred to any manager who […]
Call Center Technology is NOT Customer Service
Multi-Channel, Omni-channel, VOIP, Cloud-Based Telephony, Speech recognition, Apps for Self-Service, Chat software…all things we are told we need to have a world-class customer experience. Buy these pieces of call center technology and INSTANTLY you will raise your customer sat scores, key KPI’s and net promoter scoring. MAGIC! What people forget is that these are tools. […]
