Setting Up a Call Center Employee Suggestion Program
As many of you may know, we have started a texting community to get more specific information out to all our listeners and readers. (If you’d like to join, text “Hello!” to 814-247-0366 and you will be able to have direct access to us for any call center ops question. We will also be sending out exclusive […]
Expivia Wins Erie, PA Startup of the Year Award
Expivia Interaction Marketing Group, a contact center in Erie, PA wins the 2016 Disrupt Erie Startup of the Year award through the Innovation Collaborative. Erie, Pa, November 28, 2016 – Expivia Interaction Marketing Group, a four-year old USA contact center in Northwestern Pennsylvania has won the 2016 Disrupt Erie Startup of the year award given […]
Setting Up a Call Center Employee Suggestion Program
As many of you may know, we have started a texting community to get more specific information out to all our listeners and readers. (If you’d like to join, text “Hello!” to 814-247-0366 and you will be able to have direct access to us for any call center ops question. We will also be sending out exclusive […]
To Stay WFH or Move the Call Center Back Brick and Mortar
This week we are talking about how we are jumping into our next plan of action post-Covid19. Should you go back to brick-and-Mortar, or is the At Home work plan even more successful? This is what Expivia is doing and how we are going to be coming out of this tunnel. Before the pandemic shutdown, […]
HR and Corrective Actions in the Call Center Environment
A lot of you have reached out and asked me, how do I deal with reps that are not putting in the effort, come in with a bad attitude, or just do not feel like working today? Now that we are in an at-home model, how do I deal with that when I cannot physically […]
Planning for the Needs of Your Call Center- Infrastructure, Customer Journey, and Employee Engagement
We have been progressing slowly in terms of how the world is handling the coronavirus situation. Erie, Pa, where we are located, has moved into the “Yellow Stage”. We have moved from total fear to a “new norm”, and hopefully we everything will be returning to normal soon. We will all come out of this […]
5 Key Traits of High-Quality Contact Centers
There’s five things that I think we look for when we see a high-producing call center and something in my call center that we really try to stress. And some of them might be self-explanatory but others might be a little bit, I don’t want to say off the wall, but a little unique. Measure […]
Technology Tools World Class Centers Utilize
What does a world-class center have from a technology standpoint? What do the high-end centers have? If you had an unlimited budget to set up a call center, here are some of the fun tools you would have to have: Omnichannel Support I understand there is some confusion between omni-channel and multi-channel, and there is […]
Deep Dive into Your Call Center: 21 Questions We Ask When Consulting
When we are consulting in another call center, there is a list of questions that are asked every time. We discuss them ourselves at least once a year at Expivia. If we came in for a consultation for you, we would talk to reps, managers, HR, upper management; honestly, we’d talk to everyone. We would […]
Where Does My Call Center Go From Here? Preparing for Post COVID-19
If you feel your call center is not where you need it to be, if you’re not comfortable with your at-home plan, or if this type of event happens again, are you feeling uneasy that you will be ready? This pandemic has been a worst-case scenario for a lot of people and companies, meaning after […]
