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January 29, 2021

A Conversation with the VP of Customer Care and CRM at Overstock.com- Jimmy Budnik

We have been pretty selective with the guests we interview for the Geek podcast & Blog. This guest next guest… Read More »A Conversation with the VP of Customer Care and CRM at Overstock.com- Jimmy Budnik

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January 17, 2021

Motivational Games to Play In your Call Center 2.0 We categorized games into three classes, basic games which are easier… Read More »Using Social Media and Branding to Recruit and Hire the Right Call Center Agents

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December 8, 2020

Outsourcing is not for everyone, and we have been very open about that, in fact, we did an entire episode… Read More »7 Falsehoods About Outsourcing Your Call Center

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December 7, 2020

Each Supervisor has their own preferred ways of coaching, and finding their personal methods will be a process during your… Read More »Tips From Supervisors, For Supervisors

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November 25, 2020

Over the years, we have come up with some tips that help make high-traffic days like Black Friday and Cyber… Read More »7 Tips to Make Black Friday Run Smoothly in Your Contact Center

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November 20, 2020

This week we will be talking about 10 unique use cases for speech analytics. Speech analytics is evolving to have… Read More »10 Unique Use Cases for Speech Analytics

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November 9, 2020

My team and I are beginning to talk about budgeting and technologies for 2021, and now is the time for… Read More »Five Call Center & Customer Service Trends in 2021

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October 27, 2020

Talk Time vs Handle Time First, let’s define the difference between handle and talk time. Handle time is the entire… Read More »Tips to Lower Your Handle & Talk Times

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October 20, 2020

Being that we have over 25 years of call center outsourcing experience, we thought it could be helpful to talk… Read More »How to Properly Manage a Call Center Outsourcer

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October 16, 2020

Here at Expivia, we have been working with many clients to set up reporting, and a lot of questions have… Read More »My Five Favorite Call Center Reports

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