Expivia Interaction Marketing Group Inc.

It's an honor to have Expivia be invited to be on both the NICE CXone Executive Advisory Board and the CXone Advisory Board. Both boards consist of a select group of NICE Cxone customers selected to join as trusted advisors to help NICE Cxone validate ideas for new products and features and plans for future innovations. This will also be a huge benefit to all current and future Expivia outsourcing clients. #callcenter #contactcenter #expivia

𝗠𝗮𝗻𝘆 𝗰𝗼𝗻𝘁𝗮𝗰𝘁 𝗰𝗲𝗻𝘁𝗲𝗿 𝗼𝘂𝘁𝘀𝗼𝘂𝗿𝗰𝗶𝗻𝗴 𝗰𝗼𝗺𝗽𝗮𝗻𝗶𝗲𝘀 𝗮𝗿𝗲 𝘀𝗽𝗶𝗻𝗻𝗶𝗻𝗴. They don’t know how to navigate this new digital/AI-driven marketplace. We are seeing a huge shift, with AI taking over many of the tasks that have been done offshore and nearshore, with smaller teams of USA human agents handling the more difficult tasks that customers have. We beleive this will continue for the mear future. Take a look at how we here at Expivia have shifted our mission from being a great contact center outsourcer with high-end technology to a CX technology partner that specializes in outsourcing. Being total experts on the NICE CXone suite of tools allows us to have a leg up in quickly integrating world-class AI tools when needed, paired with high-end contact center agents. We pay more for our agents than the average BPO by a lot, so we hire, incentivize, and retain the best.  this is high end "boutique" contact center servicing. @Expivia Interaction Marketing Group Inc. is the only BPO on the NICE CXone Executive Customer Council because of the high level of technology and expertise we have on the platform. I’m not saying you should hire us for your contact center outsourcing, but you’re making a mistake if we’re not at least in your RFP process. That’s all we ask. #callcenter #contactcenter #callcentergeek #expivia #bpo #cx

Proudly, Expivia has a reputation as a world-class customer service contact center outsourcer. Our clients also know that we sell just as well as we service. I always say our core competency is customer service with a sales component (cross-sell/upsell). Here are the stats we have from a long-term client: We are tasked with an agressive 56% sales conversion goal, which we consistently hit. Last month, we finished at 60% conversion, and this month, we are on pace for the best month start we have ever had. (79% over the first three days) Expivia is more expensive then any offshore/nearshore contact center, we dont hide from that, but I guarantee our results, quality, and technology more then make up for it. That's exactly what we do, and our clients stick with us for the long term because they recognize the value in it as well. Love to speak with any of you looking for top tier service and sales. #callcenter #contactcenter #bpo #callcentergeek #expivia Expivia Interaction Marketing Group Inc.

𝗛𝗼𝘄 𝗱𝗼 𝘄𝗲 𝘁𝗲𝗮𝗰𝗵 𝗼𝘂𝗿 𝗮𝗴𝗲𝗻𝘁𝘀 𝘁𝗼 𝗱𝗲𝗮𝗹 𝘄𝗶𝘁𝗵 𝗶𝗿𝗮𝘁𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗵𝗲𝗿𝗲 𝗮𝘁 𝗘𝘅𝗽𝗶𝘃𝗶𝗮? Here's our secret sauce! In this blog post and accompanying video, we're pulling back the curtain on our tried-and-true methods. We'll reveal 5 game-changing techniques that we teach our agents to de-escalate even the most furious customers. These aren't just theories, they're battle-tested strategies that we use every day at Expivia to deliver top-notch customer service. Whether you're a seasoned contact center pro or new to the customer service game, these techniques will transform the way you handle difficult calls. https://lnkd.in/ewik9DAd #callcenter #contactcenter #callcentergeek #customerservice #cx  

Our opinion on how to choose the best contact center outsourcing company in 2024 So much has changed in just a couple of years that you really need to look at what's important today when wanting to outsource. https://lnkd.in/eDJWjzFm #callcenter #contactcenter #callcentergeek #cx  

𝗧𝗵𝗲 𝗛𝗶𝗱𝗱𝗲𝗻 𝗕𝗮𝗿𝗿𝗶𝗲𝗿 𝘁𝗼 𝗔𝗜 𝗶𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 This is the main reason we're not seeing widespread AI adoption in CX for self-service models right now. In this video, Expivia CEO Thomas Laird discusses the dirty little secret that no one wants to discuss, especially most outsourcers. This is one of the main value-adds we offer here at Expivia,  guiding companies to ensure they have all the tools needed to implement AI correctly for self-service. #callcenter #contactcenter #callcentereek #ai #cx  

𝗔𝗱𝘃𝗶𝗰𝗲 𝗳𝗿𝗼𝗺 𝗮 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗚𝗲𝗲𝗸: 𝗘𝘅𝗽𝗶𝘃𝗶𝗮'𝘀 𝟮𝟬𝟮𝟰-𝟮𝟬𝟮𝟱 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝘆 In our latest "Advice from a Call Center Geek" podcast, Expivia CEO Thomas Laird unveiled our strategic plan for 2024-2025, focusing on cutting-edge technology in the contact center industry. Key Highlights: • Tom outlined what a world-class contact center will look like in the next year or two, especially regarding AI integration and emerging tech tools. • The BPO (Business Process Outsourcing) landscape has undergone a dramatic transformation. It's no longer sufficient to simply have highly skilled agents. • Modern BPOs must evolve into comprehensive CX (Customer Experience) technology partners, guiding companies through the uncharted territory of AI implementation. This shift emphasizes the growing importance of technological expertise in delivering exceptional customer experiences. As businesses navigate the complexities of AI adoption, they're looking to BPOs not just for operational support, but for strategic technological partnerships. Listen to the full episode to gain insights into how Expivia is positioning itself at the forefront of this technological revolution in customer service in the comments section! If you are looking to outsource in 2024, Expivia would love to be a part of the RFP process! #callcenter #contactcenter #callcentergeek  

All Expivia clients are using out proprietary OttoQa platform. We no longer are using QA staff to score calls. All calls are scored using Ai and LLms. This is just one of the many ways Expivia has transformed into an Ai powered contact center outsourcing company. If you are not sure how to use Ai in your contact center the let’s talk. We have all the tools so you don’t need to buy them. #callcenter #contactcenter #callcentergeek #ai #expivia #bpo #usa

𝗧𝗵𝗲 𝗨𝗽𝗰𝗼𝗺𝗶𝗻𝗴 𝗔𝗜 𝗧𝗼𝗼𝗹𝘀 𝗶𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 (𝟮𝟬𝟮𝟱-𝟮𝟬𝟮𝟲) In this video, we delve into the advanced tools and technologies poised to revolutionize CX in the next year or so. As we look ahead to 2025 and beyond it's clear that the landscape of CX is set to undergo significant transformations thanks to the integration of Ai. There is a ton of fun stuff coming... #callcenter #cx #contactcenter #callcentegeek #ai #futuretech

Breaking News: FCC rules AI Chatbots Are Now Off Limits! What does this mean for you? #fcc #ai #chatbot #marketing #coldcalling #sales #callcenter #contactcenter #cx #callcentergeek