Advice from a Call Center Geek

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Advice from a Call Center Geek Advice from a Call Center Geek is the one place for running all things call center and contact center

24/08/2025

Quick Look at call center and contact center occupancy metrics.

24/08/2025

Should contact center agents be forced to take call after call with no after call work or wrap time between calls. Let’s talk about this.

21/08/2025

Call Center “empathy statement’s” hurt CX

20/08/2025

Best call center agent after call survey question

19/08/2025

Proud of our work here at Expivia with all the 211s.

#211

18/08/2025

The QA scorecard is actually ruining the quality of cx.

17/08/2025

Offshore agents (Philippines, India, Egypt…) are not being paid what they should. I have the stats.

17/08/2025

Dealing with long handle times in your call center.

05/08/2025

In this episode of Advice from a Call Center Geek, I break down what’s actually in the Keep Call Centers in America Act of 2025—the real details, not the spin. We talk about:

What the bill says (including the $10K/day penalties and the federal loan blacklist)

How it affects both in-house centers and BPOs, including those that offshore via third parties

Why this could lead to a surge in onshoring and AI adoption, fast

The odds of it passing, and the smart money on whether it stands alone or gets rolled into a larger package

What smart CX leaders, vendors, and contact center execs should be watching for next

If you run a center in the U.S., this episode is a must-listen. If you offshore or serve those who do, it could change your business overnight.

� New to streaming or looking to level up? Check out StreamYard and get $10 discount! �

05/02/2025

Most QA programs score agents but don’t actually develop them, and that’s the problem.

This episode explains how to move beyond compliance-based QA and use real call insights to coach smarter, faster, and better.

Topics covered include:

*Why high QA scores don’t always mean high performance
*How to shift from traditional QA to coaching-driven QA
The benefits of Auto QA tools like OttoQa.com for real-time coaching insights
*How micro-coaching leads to faster, more effective agent development
*Stop grading agents and start developing them.

This episode shows how to turn QA insights into real coaching results.

28/01/2025

Join me as I peel back the layers on how OttoQA achieves 95%+ accuracy in scoring contact center QA calls, regardless of question complexity.

24/01/2025

Experience OttoQA in Action: Live Call Scoring Demo today 2:00 EST Jan 24
Join us for an interactive demonstration where we'll:

*Listen and manually score a sample call together (it will be a short call)
*Process the same call through OttoQA's AI
*Compare results and discover the enhanced insights, accuracy, and efficiency that OttoQA delivers as your AI QA solution

Register now to see the power of AI-driven call scoring firsthand!

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