Advice from a Call Center Geek!

Advice from a Call Center Geek!

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Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. We discuss topics such as call center operations, hiring, culture, technology, and training and have fun doing it! Please post a review on It…


Sales Done the Right Way in Your Call Center
Oct 11 • 20 min
Sales Done the Right Way in Your Call Center
10 Ways To Make Your Customer Service Experience Unique- With Examples
Oct 4 • 18 min
10 Ways To Make Your Customer Service Experience Unique
Five Ways to Improve Your Call Center Today
Sep 27 • 18 min
Five Ways to Improve Your Call Center Today
Case for NO Cell Phones and NO Wearable Technology on Your Call Center Floor
Sep 18 • 15 min
Case for NO Cell Phones and NO Wearable Technology on Your Call Center Floor
Pros and Cons of Outsourcing
Sep 12 • 20 min
Pros and Cons of Outsourcing
Crystal Ball- The Call Center of 2025
Sep 4 • 20 min
We take a look at what we believe the call center will look like in the next five years.
The Birth of a Call Center- Revenge is the Best Success!
Aug 29 • 18 min
Remembering the start of our call center the struggles we went through!
Cracking the Code on Call Center Attendance- Go on a Streak!
Aug 20 • 19 min
Cracking the Code on Call Center Attendance- Go on a Streak!
Call Center Management Equation- True Story (Best Podcast we have done!)
Aug 14 • 17 min
Call Center Management Equation- True Story (Best Podcast we have done!)
Special Announcement- Free Version of our New Call Center Book “More Advice from a Call Center Geek!”
Aug 7 • 2 min
New Book Announcement!
Future Service Channels- Implementing Video into Your Customer Service and Sales
Aug 5 • 18 min
Future Service Channels- Implementing Video in to Your Customer Service and Sales
Attendance- Tips for improving Attendance in Your Call Center
Jul 19 • 20 min
Attendance- Tips for improving Attendance in Your Call Center
Tips on the Physical Setup of Your Call Center
Jul 10 • 18 min
Tips on the Physical Setup of Your Call Center
Cut your Agents Some Slack- Enhancing Your Call Center Communications Culture
Jul 1 • 17 min
Cut your Agents Some Slack- Enhancing your Call Center Communications Culture
How to Set Up a Weekly Agent Analysis Program
Jun 22 • 16 min
How to Set Up a Weekly Agent Analysis Program
Games to Play in Your Call Center 3.0
Jun 12 • 19 min
Games to Play in Your Call Center 3.0
Moving Your Call Center to the Cloud- Pros and Cons
Jun 4 • 24 min
Moving Your Call Center to the Cloud- Pros and Cons
Engaging and Developing Your Call Center Associates with Social Media
May 30 • 17 min
Engaging and Developing Your Call Center Associates with Social Media
Special Announcement From the Geek!- Call Center Geek Community Creation
May 28 • 6 min
Special Announcement From the Geek!- Call Center Geek Community Creation
How to Recruit the Right Call Center Agents Using Culture, Social Media and Branding
May 21 • 18 min
How to Recruit the Right Call Center Agents- Culture, Social Media and Branding
Changes in Customer Expectations and Need for Omnichannel
May 15 • 17 min
Changes in Customer Expectations and Need for Omnii-channel
Call Center Outsourcing Pricing Around the World
May 13 • 18 min
Call Center Outsourcing Pricing Around the World
Predictive Behavioral Routing- The Next Evolution in Contact Center Routing Technology
May 2 • 17 min
Predictive Behavioral Routing- The Next Evolution in Contact Center Routing Technology
Case Study on United Baggage CX and the Newest Call Center Technologies from Nice inContact Interactions 19
Apr 26 • 21 min
Case Study on United Baggage CS and the Newest Call Center Technologies from Nice inContact Interactions 19
Remembering the Call Center of the Past- 1985
Apr 11 • 19 min
Remembering the Call Center of the Past- 1985
Changing How Sales are Done in Your Call Center- Introducing “ERQ”
Apr 4 • 15 min
Changing How Sales are Done in Your Call Center- Introducing “ERQ”
A New Way to Incent Your Call Center Associates
Mar 28 • 14 min
How To Incent Your Call Center Associates
Chatbots for the Call Center and Customer Service- Present and Future
Mar 19 • 19 min
Chatbots for the Call Center and Customer Service- Present and Future
How Much Does Your Call Center Really Cost? How to do an Easy yet Thorough Cost Assessment
Mar 13 • 19 min
How to do a 5 minute call center costs analysis!
Advanced Speech Analytics- Unique Use Cases
Mar 5 • 23 min
Speech analytics overview and use cases in your call center
Why the Cloud Rocks (and so does NICE inContact)
Feb 26 • 21 min
Why You need to look at moving your call center to the cloud
9 Ways to Improve your Call Center Coaching
Feb 20 • 19 min
9 Ways to Improve your Call Center Coaching
Call Center Money Ball- Call Center Metrics that Actually Matter
Feb 12 • 17 min
Call Center Money Ball- Call Center Metrics that Actually Matter, Stop Measuring the Wrong KPI’s
Motivational Games to Play In your Call Center 2.0
Feb 7 • 24 min
Games to Play in your Call Center!
Ten Critical Items to Think About Before Outsourcing Your Call Center or Creating an RFP
Feb 4 • 22 min
Ten Critical Items to Think About Before Outsourcing Your Call Center or Creating an RFP
Episode 10 QA (Quality Assurance) Done the Right Way in Your Call Center
Jan 29 • 20 min
Improving the Quality Processes in your Cal Center
Making Your Call Center Unique to Your Culture- Tips and Tricks
Jan 22 • 20 min
Making Your Call Center Unique to Your Culture- Tips and Tricks
Call Center Supervisor Training- Starting a Management Training Program
Jan 15 • 17 min
Developing a Management Training Program for your Call Center Middle Management
When Good Times Go Bad- Dealing with Supervisor and Associate Confrontation in Your Call Center
Jan 9 • 20 min
Dealing with Confrontation on Your Call Center Floor
Ten Ways to Disrupt Your Call Center Using Technology and Best Practices
Jan 4 • 33 min
Ten Ways to Disrupt Your Call Center Using Technology and Best Practices
Call Center Coffee- Starting the Day in the Right Way in Your Call Center
Jan 1 • 16 min
Starting the Day the Right Way in Your Call Center
Initial and Ongoing Education in your Call Center
Dec 20, 2018 • 19 min
Awesome ways to handle Initial and ongoing education in your call center
Hiring the BEST Call Center Associates for your Organization Based on Culture
Dec 18, 2018 • 20 min
Hiring the BEST Call Center Associates for your Organization Based on Culture!
Podcast DNA / I Bet In Know Why Your Call Center is Struggling
Dec 17, 2018 • 21 min
In Episode one we discuss who we are, why we created “The Geek” and the seven reasons why your call center stinks!