Call Center Security 101: Security Needs in your Call Center
Call Center Security 101: Security needs in your call center We get a lot of questions about what kind of security a call center needs. Most security is nowhere near where it needs to be for American customers. Most of our security protocols are based upon being PCI compliant. Payment Card Industry (PCI) compliance is […]
GOOGLE CONTACT CENTER AI IS AVAILABLE- WHAT THAT MEANS FOR YOUR CALL CENTER
On November 14, 2019, it was announced that Google’s Cloud Contact Center AI is now Generally Available (GA). A lot of the partners that Google is working with (NICE InContact, Five9, Genesys, TalkDesk, etc.) have known that this was coming for a while and have been working together to develop products for their telephony platforms. […]
5 Ways to Improve Your Call Center
For companies who are looking to really evolve into a world-class call center, we’ve got ways to help you head down that road. These are all easy things you can do today without any help from IT. Each of these tips has been discussed in-depth previously, so if you’d like more information head over to […]
Call Center Technology Trends for 2020
It’s that time of year! Everyone is putting out their “Trends for 2020” lists and we decided to join in on the fun. For the ten trends, we see coming for 2020, most of them are technology-driven, but some are more along the lines of processing or call center operations. We really intend to focus […]
10 Reasons You Should Move Your Call Center to the Cloud
There have been lots of questions coming in, asking if the cloud is really a good fit for call centers. The answer, simply, is YES! A list of Pros and Cons seemed to be a good place to start this discussion. When putting these lists together, it was super easy to come up with ten […]
Call Center Management Equation – A True Story
Call Center Management Equation — A True Story Call centers have a lot of working parts and a lot of people who try to keep everything running smoothly. What is the best way to manage a call center? Do you know? Let me tell you a story of how I learned what works best for […]
Adding Video Chat to Your Customer Service Offering
Not many are doing it and even the big guys have not really walked down the road to full-fledged video customer support. Let’s talk about some of the reasons why it’s pretty cool. We have a client that we’re doing this for right now. We’re looking at some of the pluses and minuses of using […]
Improving Call Center Attendance
Good attendance is something that must be ingrained into the culture of your center. A strong attendance record is necessary for everything that we do here at Expivia. There are two main pillars of our center: Attitude and Effort. Attendance is a HUGE part of the “effort” pillar. We hire, incentivize, and pay based on […]
Chatbots for the Call Center and Customer Service
The topic of chatbots has rapidly become one of the most popular in the call center industry. There has recently been an explosion of chatbots. Some people believe these chatbots will be the end of the call center industry. While that is unlikely to happen, they can be used to enhance the customer experience and […]
10 Ways to Disrupt Your Call Center with Best Practices, Technology Updated
Using the Cloud, you can create a customer support multichannel or omnichannel platform for $200-$250 per seat per month. If you’re doing it right with cross-sell/upsell, you will make money on this program. At Expivia, we have our own homepage chatbot. Its main task is to send your customers white papers and marketing material, things […]
