Welcome! My name is Thomas Laird. I am the CEO of Expivia Interaction Marketing Group and Head Writer of the Contact Center Muse Blog. Being in the Customer Service/Contact Center industry for over 20 years I have learned a thing or two. We at Expivia wanted to take the time to blog about how we see the contact center of today and maybe even more importantly how we view customer interactions of tomorrow. This blog is a mix of technology, best practices, training techniques, and practical examples of what we have found to work in the contact center to strive for a best in class customer experience.
This blog is meant for all call center managers out there and for anyone interested in the customer experience side of business.
We hope that whomever read this finds it helpful, fun and informative!