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The Expivia blog covers everything you need to know about the call center industry
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A Conversation with Contact Center Consultant-Advisor Fred Shadding
We took some time with Fred Shadding, a call center advisor and consultant. Fred has over 30 years of experience… Read More »A Conversation with Contact Center Consultant-Advisor Fred Shadding
COVID-19 (Coronavirus) and your Call Center
We’re going to be talking about the pandemic and what you can do as a call center and organization to… Read More »COVID-19 (Coronavirus) and your Call Center
Top 10 Questions You’ve Always Wanted to Ask a Call Center Outsourcer
There are probably lots of questions that you need to have answered before you can really consider using an outsourcer.… Read More »Top 10 Questions You’ve Always Wanted to Ask a…
10 Policies Every Call Center Operation Must Have
Whether you are setting up a new call center or updating an older one, there are certain policies that you… Read More »10 Policies Every Call Center Operation Must Have
Crystal Ball – The Call Center of the Future: 2025
Crystal Ball – The Call Center of 2025 Let’s talk about the future. Technology is evolving so quickly that every… Read More »Crystal Ball – The Call Center of the Future:…
7 Metrics to Benchmark Your Call Center for Efficiency
When considering what metrics make up a world-class call center, there are many points to consider. Let’s focus on the… Read More »7 Metrics to Benchmark Your Call Center for Efficiency
Our True Social Media Horror Story
Our True Social Media Horror Story Facebook, Twitter, and Instagram can all be used very effectively for marketing and connecting… Read More »Our True Social Media Horror Story
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… Read More »GOOGLE CONTACT CENTER AI IS AVAILABLE- WHAT THAT MEANS…
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… Read More »5 Ways to Improve Your Call Center
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… Read More »Call Center Technology Trends for 2020
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… Read More »Call Center Management Equation – A True Story
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… Read More »Adding Video Chat to Your Customer Service Offering
