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Best thomas laird podcasts we could find (Updated October 2019)
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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 Itunes if you find our podcast of value. This will help us reach as many Call Center Geek as possible!#callcenter #contactcenter #CX #custserv #callcentergeekwww.expiviausa.com
 
Shane Douglas Keene and Rich Duncan talk about a variety of subjects related to the horror and crime genres. We also talk to a variety of authors and other guests about different topics including books, diversity, and the craft of creating high-quality dark speculative fiction.
 
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Tapeheads: A Podcast on VHS
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Join VHS enthusiasts Lyndsey and Sean every other Monday as they dive into each other's video cassette collections, from childhood favorites to obscure gems. Is "Surf Ninjas" the classic that Lyndsey remembers? Will Sean find a horror tape he doesn't like? Is Jonathan Taylor Thomas' hair as soft and luxurious as it looks? Find out now on Tapeheads!
 
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This week, we had a busy weekend recording new episodes for you guys. We have two new episodes for you this week, featuring great conversations with debut novelist Shaun Hamill and crime author Angel Luis Colón . We had a great time talking with Shaun about A Cosmology of Monsters, which is a remarkable debut that follows the Turner family over ...…
 
To both celebrate Halloween and to kick off the crowdfunding campaign for his upcoming vampire film Red Snow, Sean selects his VHS copy of Interview with the Vampire, the hit adaptation of Anne Rice's classic horror novel starring Tom Cruise as Lestat, Brad Pitt as Louis, Kirsten Dunst as Claudia, Christian Slater as Malloy, and Antonio Bandera ...…
 
This week, we had a great time talking with Daniel Braum and also had an Ink Heist first! We broke this episode into two parts because we talked to Daniel for roughly three hours and to accommodate the special format of this episode. In Part One, we got to talk to Daniel about a wide variety of topics including his new Cemetery Dance novel The ...…
 
This week, we had a great time talking with Daniel Braum and also had an Ink Heist first! We broke this episode into two parts because we talked to Daniel for roughly three hours and to accommodate the special format of this episode. In Part One, we got to talk to Daniel about a wide variety of topics including his new Cemetery Dance novel The ...…
 
No matter what type of Contact Center you are operating, there is always some aspect of sales. Customer service centers are looking to upsell and cross-sell, outbound centers are looking to sell. How do you get your associates to do this the right way without having your quality drop? In Episode 43 of the Geek!, we introduce the concept of the ...…
 
This week, we had a great time talking with Laird Barron, an author who skillfully blends horror and crime and has built one of the genre's most intriguing universes and characters. We got to talk to Laird about a wide variety of topics including the relationship between horror and noir, how the Coleridge novels have evolved since Blood Standar ...…
 
Fun Episode! 10 ways to make you think about making your customer service experience unique for both the customer and your agents. 1) Create a unique tagline AKA Chik-fil-a effect 2) Post your stats for your customers to see 3) How to Immerse your customers into your world 4) Incenting the right KPI's 5) Routing the right way 6) Screen pop CTI ...…
 
This week, we had a great time talking with horror author Chad Lutzke, whose brand of emotional horror resonates with readers long after the story is over. We got to talk to Chad about his new Crystal Lake Publishing novella The Pale White, how empathy informs his characters, writer collaborations, and some of his upcoming books. We had a blast ...…
 
Lyndsey dusts off her VHS copy of Shanghai Noon starring Jackie Chan, Owen Wilson, Lucy Liu, Xander Berkeley, and Walton Goggins. Topics of discussion include the trailers for rom-coms Keeping the Faith and Boys and Girls, genre mash-ups, intentional anachronisms, Kid Rock, and the deus ex machina of the Native American bride.…
 
In episode 41 of our call center operations podcast "Advice from a Call Center Geek!" we talk about the 5 biggest and easiest ways to improve your call center today. Out of all the topics we have discussed we talk about the five biggest ways to make the biggest impact in your call center. 1) Hiring for Culture 2) The TONE is the Message; Educat ...…
 
This week, we are sharing our second conversation with horror author John F.D. Taff as part of our recurring “In This Episode…” series focused on The Fearing. Each book in The Fearing will have its own episode where we take a deep dive into the events of the story and uncover some behind the scenes insight from John. This time around, we take a ...…
 
In Episode 40, we dig into the security and culture aspects of our NO CELL phone policy at Expivia and why we think its a cornerstone of our overall security compliance. Because so many of you asked for it, I am just posting the cell phone/wearable policy here on expiviausa.com: https://expiviausa.com/%ef%bb%bfcell-phone-wearable-technology-agr ...…
 
This week, we had a great time talking with horror author Scott Thomas, who burst on to the horror scene in 2017 with the release of his debut novel Kill Creek. We got to talk to Scott about both Kill Creek and Violet, his relationship with Inkshares, his love of horror films, and the style of horror he approaches in his work. We had a blast re ...…
 
With fall upon us and many listeners starting to think about 2020 budget and outsourcing possibilities, we thought it would be a good time for an episode to discuss the pros and cons of call center outsourcing. What is right for you? Are you looking to cost savings, technology upgrades or an overhaul of your CX, we talk through if staying inter ...…
 
This week, we had a great time talking with horror author Michelle Garza, who collaborates with her sister Melissa Lason to create some truly engaging, visceral and fun horror stories as The Sisters of Slaughter. We got to talk to Michelle about their upcoming books Isolation and Tapetum Lucidum, the origin of their nickname, their love of mons ...…
 
We take a look at what we believe the call center will look like in the next five years. We talk about 10 major changes that will be happening that all call center geeks will have to start to prepare for. Predictive Behavioral Routing Voice Authentication Enhancements Advanced Chat/Omnichannel/Augmented Reality Iot Service Cloud Conversion AI C ...…
 
This week, we don't have a guest joining us. Instead, we decided to record a solo episode where we interview each other and generally just rave about the books, films and music that have been moving us lately. We thought it would be a lot of fun and give us an opportunity to let our readers get to know us better. I think we accomplished both of ...…
 
Being the birthday of Expivia, the one-year anniversary of our first book that sparked the podcast and the day we are publishing our second book "MORE Advice from a Call Center Geek!" we wanted to take a look back at our call center and how we started. We are feeling a little nostalgic! Many of you have gone through adversity. The start of Expi ...…
 
This week we have the honor of speaking with the creative genius behind Bird Box, Unbury Carol, Black Mad Wheel, and Inspection. Join us as we walk the Trail with Josh Malerman, discussing books, creativity, elasticity, and the health and state of the horror genre, along with a bevy of other topics. Josh is a candid, high-energy artist whose cr ...…
 
At Expivia our "You own Your Paycheck" attendance program has raised our call center attendance 27% from day 1 of implentation. If your center is struggling with attendance then this is an episode that you need to listen to and a program and you need to look hard into implementing in your center. Its one of the best things we have done in our c ...…
 
This is our favorite podcast! In this episode, we talk about a true "coming of age" management story that many of you call center supervisors and management can relate to. We think this will help all supervisors and managmers become better at thir job buy being able to incorporate the TRUST equation. Trust= Character+Competence+Motivation Chara ...…
 
This week, we are sharing our second conversation with horror author John F.D. Taff as part of our recurring "In This Episode..." series focused on The Fearing. Each book in The Fearing will have its own episode where we take a deep dive into the events of the story and uncover some behind the scenes insight from John. Our first conversation wi ...…
 
Wanted to make a special announcement to make the one-year birthday of our call center ops book "Advice from a Call Center Geek" that started this whole thing off! We have just completed our new version on the book "MORE Advice from a Call Center Geek" and will be publishing it on Amazon on Tuesday, Aug 13, 2019. Head over to moregeek.callcente ...…
 
This week, Rich and Shane talk with horror author Laurel Hightower, who recently released her debut novel Whispers in the Dark through Journalstone/Trepidatio. Laurel talks about getting Whispers in the Dark published, the horror community, her upcoming projects, family dynamics and mutual book buying obsessions among a host of other topics. We ...…
 
Its time to really look at implementing video and co-browsing into your customer support and sales. In this episode, we take a look at the reasons why you should be thinking about video in your 2020 planning. UNIQUE EXPERIENCE INCREASING THE URGE TO BUY TECHNOLOGY IS HERE COST FOR VIDEO CUSTOMER SERVICE GROUP SERVICE/FUN! ENGAGEMENT WITH VIDEO ...…
 
We had some minor issues with Hunter's audio but we had a blast with this conversation and it's well worth a listen. Hunter Shea, THE monster man, talks about working with Don D'auria, Flame Tree Press, his most recent novel, CREATURE, and his new novel, SLASH, coming October 24 to your favorite booksellers. Also, Rich Duncan enters into a wres ...…
 
We all strive to improve the attendance in our call centers. In this episode of the geek!, we talk about how and why you need to incorporate attendance into everything you do in your call center. From the hiring, incenting, paying and policy. We discuss 4 topics that you can take back to your call center to improve your attendance today! #morec ...…
 
From call center cubicles to computers, to supervisor ratio if you are looking for some tips on how to set up your call center or expand it we got you covered! Take a look at how our 500 seat USA call center Expivia is set up. We dig deep into the thought process of why we set up our center the way we did and give some to time and expense savin ...…
 
In this episode Rich and Shane talk with John F.D. Taff about his new serial novel, The Fearing, what it's like to work with Grey Matter Press, and authors that make the indie movement the strongest force in horror fiction today. You can listen to Ink Heist in multiple different locations, including on inkheist.com…
 
In this episode of the Geek! we go deep into how you can utilize SLACK to enhance your call centers communications culture. From setting up channels, evolving QA processes and having fun with SLACK, we take a look at how you can improve how information flows in your call center. We also have a cool game that we found on Linkedin from Melissa Lo ...…
 
The number one tip that we give when consulting with other call centers is to set up a weekly agents analytics program or agent review every single week. So how you can improve your call center quality, agent engagement, and culture by spending 15 minutes a week with each agent off the phone.By Thomas Laird.
 
You asked for it and you got it! More games to play in your call center! From individual to team games we have you covered to add to your culture and employee engagement. Please head over to signup.callcentergeek.com to sign up for the Geek! community. Access to the FB group, private webinars, and posts. No Sales, just call center communication ...…
 
In Episode 28 of the Geek, we discuss 10 unique benefits of moving your call center operations to the cloud while discussing the limited downside as well. Pros: Scaling Fewer Points of Failure for your Front Facing Operation New Technology deployment Ease API Culture Global Reach Reduced IT and Telephony Costs Technology Upgrade Costs World Wid ...…
 
One of our favorite episodes! All employees and especially call center employees love to use Social Media to communicate. How can we use social tools to create a fun two-way street with our employees and call center associates? In Episode 27 of the Geek!, we discuss unique ways to use Facebook, Instagram, and online review sites to engage and d ...…
 
We at the Geek want to announce the creation of the Geek Call Center Community. The goal and mission of the Geek has always been to create a community of call center colleagues that can use their knowledge to help others and themselves with issues and questions that may arise in the running of your call center. We have created the Call Center G ...…
 
In Episode 25 of "Advice from a Call Center Geek" we discuss the topic of recruiting call center associates the right way for prolonged employment We tackle how culture and branding have an effect on recruiting along with how to use social media, job boards, unique alliances, and Referal programs to make sure you are getting the right fit for y ...…
 
Lyndsey and Sean dive into the 1999 rom-com Runaway Bride, the blockbuster reunion of Julia Roberts, Richard Gere, and director Gary Marshall. Egg preferences, Gere's acting choices, and marriage conventions are discussed at length.By Tapeheads.
 
In Episode 24 of the Geek!, we take a look at the NICE inContact Customer Benchmarking Survey and how it correlates to what we are seeing in the marketplace in regards to customer channel preferences. We also talk about the difference between multi and omnichannel and the importance of being channel agnostic for your customers.…
 
Ever wonder how much it costs to outsource in the USA, Latin America, Europe, India or the Philippines? In Episode 23 of the Geek! We take a trip around the world to educate all our fellow geeks on costs associated with outsourcing anywhere in the world.By Thomas Laird.
 
In this episode, we look at call center routing technology from the first call center, through the invention of the first ACD and skills-based routing to the routing of the future... Predictive Behavioral Routing where we can route not just by skill, but by customer and agent personality...super cool. We also have a special announcement in this ...…
 
The Geek takes a deep dive into a personal experience with the United Airlines baggage Customer Service department and what we can all learn from the experience. We also look at the newest technology that will be coming to the call center space in a recap of NICE inContact Interactions 19 from Las Vegas…
 
Let's take a walk down memory lane to the call center of 1985 when there were no computers, outbound was king, stats were few and far between and smoking in the call center was the norm! Wow, have things changed! I would love to hear some of the stories of your call center back in the day. Head over to https://www.facebook.com/callcentergeek/ t ...…
 
No matter what type of Contact Center you are operating, there is always some aspect of sales. Customer service centers are looking to upsell and cross sell, outbound center are looking to sell. How do you get your associates to do this the right way without having your quality drop? Almost all internal call centers fight with the concept of in ...…
 
In Episode 18 of the Geek we look at a new way to incent your call center associates based on your culture. No longer is it good enough to just look at a couple KPIS. Learn how to build a well rounded associates with incentive!By Thomas Laird.
 
Let's take a look a the types of chatbots that are available for your call center today, what ones you should be using and where the technology is moving to. We discuss not only the technology behind them but the use cases and costs.By Thomas laird.
 
When you think call center costs most people think agents and minute charges. In this episode of the Geek! we we look at the full scope of costs that are involved in your center and the reasons you many not be as efficient at possible. We use our fun Call Center Calculator at www.expiviausa.com/savings-calculator as well so listen to the episod ...…
 
In this episode of the Geek! we dive deep into the awesomeness of speech analytics. There are many powerful use cases for this amazing call center tool but understanding what it can do and its limitations are vital to having a great experience. We will tackle some topics such as: 1) What Speech Analytics IS and IS NOT 2) Why Its such a powerful ...…
 
In the episode of the Geek!, the we discuss the benefits of moving your call center to the cloud and why we believe its so beneficial. We also talk about our history with premise based solutions. We are not shy for our love for what we believe is the best in class Cloud Telephony provider Nice inContact.…
 
In this Episode of the Geek we talk about 9 ways to improve your call center coaching techniques: Coach off the Floor Be Specific The Tone is the Message Tie Goals Let your Reps Give Feedback Role play Redefine Goals Understand Expectations Re-MonitorBy Thomas Laird.
 
So many people judge what a world class experience is by metrics that our industry has been using for over 30 years. Has using these metrics really improved the CX? Take a look at a new approach to KPI's. One that measures not just how quickly the agent answers the phone but measures both sides of the conversation. Isn't the who point of world ...…
 
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