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Current Contact Center Trends and the Future of Customer Engagement
Tom Laird
November 9, 2021
An Interview with NICE CXone CEO Paul Jarman Keeping up with current contact center trends is a crucial part of… Read More »Current Contact Center Trends and the Future of Customer…
Your Ultimate Guide to Contact Center Outsourcing
Tom Laird
October 5, 2021
If your business has customers, they need a way to contact you. And someone definitely needs to answer those calls,… Read More »Your Ultimate Guide to Contact Center Outsourcing
Top 5 Call Center Reporting Methods to Follow
Tom Laird
September 2, 2021
Call center reporting is the only way to know how your contact center is performing. From daily performance reports to… Read More »Top 5 Call Center Reporting Methods to Follow
What Is an Omnichannel Contact Center?
Tom Laird
August 19, 2021
Great interactions define the success of your customer engagement center. And one of the best technical ways to ensure that… Read More »What Is an Omnichannel Contact Center?
8 Ways to Make Your Customer Service Experience Unique
Tom Laird
August 5, 2021
Optimizing the customer service experience is a crucial task in a call center environment. The success of your contact center… Read More »8 Ways to Make Your Customer Service Experience Unique
Advanced Call Center Technologies: Current Trends and Best Practices
Tom Laird
July 21, 2021
You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo… Read More »Advanced Call Center Technologies: Current Trends and Best Practices
12 Steps to Set Up Your Call Center Floor Right
Tom Laird
June 5, 2021
Setting up your call center floor is no small feat. You need to think about the operation of your contact… Read More »12 Steps to Set Up Your Call Center Floor…
Call Center Management Training: How to Make Leaders
Tom Laird
May 28, 2021
One of the most important aspects of a successful call center is the leadership team. Good managers and supervisors are… Read More »Call Center Management Training: How to Make Leaders
10 Steps for the Best Call Center Coaching Session
Tom Laird
May 16, 2021
It can be difficult to turn the information you glean from monitoring into actionable goals to help improve your call center reps. Today, we’ll be going over different ways to…
New Tips and Advice for Call Quality Monitoring
Tom Laird
May 9, 2021
Call quality monitoring is crucial for your contact center’s success. It’s the best way to ensure that quality standards are… Read More »New Tips and Advice for Call Quality Monitoring
What Does AI Really Mean for Your Contact Center?
Tom Laird
May 2, 2021
Sci-fi films and dystopian novels always say that AI will overtake humans in the future. While we’re not there yet,… Read More »What Does AI Really Mean for Your Contact Center?
Is Good Customer Service Dead?
Tom Laird
April 22, 2021
Follow these 6 Steps to Bring It Back to Life Call centers often don’t spend enough effort on customer service.… Read More »Is Good Customer Service Dead?