Advice from a Call Center Geek!
By: Thomas Laird
Language: en-us
Categories: Business, Marketing, Technology
Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
Episodes
Why You Should Not be Scoring 100% of Your QA Calls
Jan 08, 2026Send us a text
Most contact centers still believe scoring more calls means better QA.
It doesn’t.
In this episode, we start with the Law of Large Numbers and break down why scoring 100% of calls doesn’t give you better insight. It just gives you more work. We talk about where the push for full coverage really comes from. Fear. Compliance pressure. Old spreadsheet thinking. And why that mindset quietly hurts coaching, accuracy, and confidence.
We also cover what the data actually shows, how statistical sampling works in the real worl...
Duration: 00:19:20Dear Santa: Here is the AI Contact Center Tools We Actually Want!
Dec 17, 2025Send us a text
This episode is my AI Christmas wish list for CCaaS.
Not toys.
Not buzzwords.
The real AI tools contact centers should already have but don’t. Everyone is focused on making AI talk to customers.
That’s missing the point.
AI in CX isn’t supposed to just talk. It’s supposed to run the contact center.
I break down the biggest opportunities CCaaS platforms are skipping, from AI flow builders you can prompt in plain English, to real-time workforce orchestration, predictive rou...
Duration: 00:31:24Inside Expivia Digital and the State of Contact Center Technology
Oct 03, 2025Send us a text
Join us for an inside look at Expivia Digital and the current state of contact center technology. We share our 30-year journey from running contact centers to consulting on CCaaS platform selection, AI quality assurance, and NICE CXone implementations. As members of NICE's Executive Advisory Board, we discuss the biggest trends shaping the industry in 2025: usage-based pricing, AI automation, agent experience, and how to cut through vendor promises to find technology that actually delivers ROI. Whether you're evaluating platforms, implementing AI, or trying to optimize your current stack - this is the real...
Duration: 00:13:29Keep Call Centers In America Act- The Truth
Aug 18, 2025Send us a text
In this episode, we dig into the Keep Call Centers in America Act and uncover the truth behind the headlines. On the surface, it sounds like a patriotic move to keep jobs here in the U.S., but when you look closer, the story gets more complicated.
We break down what the bill actually says, how it could affect American contact centers, and why the reality isn’t as simple as politicians make it sound. We also share our perspective on what really drives growth for U.S. call centers and why...
Duration: 00:15:22Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions
Jun 26, 2025Send us a text
This episode sounds as good as it gets — huge thanks to Christopher Irwin-Dudek, VP of Marketing Communications at NICE, for joining me.
We dive into a wide-ranging conversation covering:
The new leadership vision at NICE and what it means for the futureWhether NICE sees itself as a CCaaS platform, an AI powerhouse, or bothThe evolving role of major CRMs in the contact center AI landscapeAnd a whole lot more behind-the-scenes insight from one of the most influential CX tech companies out there...
Duration: 00:15:01Listen to This Before You Build or Buy an AI Auto QA Platform
May 29, 2025Send us a text
Everyone’s rushing to add Auto QA. But most are thinking too small. In this episode, I break down what most platforms get wrong, why scoring calls is just the beginning, and what to look for if you actually want impact, not just another dashboard.
Before you build your own or sign a contract, listen to this. It’ll change how you see QA, coaching, and the real future of AI in your contact center.
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implemen...
Duration: 00:26:302025 Geek Gauge CCaaS Rankings!
Apr 17, 2025Send us a text
In this episode of the Advice from a Call Center Geek podcast, we unveil our highly anticipated 2025 Geek Gauge CCaaS Rankings.
We break down the comprehensive analysis of the top 19 Contact Center as a Service platforms, showing which vendors truly lead the pack in 2025.
Using a groundbreaking approach that combines ChatGPT's analytical capabilities with Deep Research, we've evaluated each platform across 18 critical criteria.
Whether you're considering a CCaaS migration, evaluating your current vendor, or just keeping tabs on the industry, this vendor-neutral assessment provides the clarity you nee...
Duration: 00:18:28What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP
Apr 03, 2025Send us a text
In 2025, outsourcing isn’t just about price, it’s about AI, partnership, tech, and long-term CX strategy.
In this episode, Tom Laird breaks down exactly what to look for in a modern contact center outsourcing partner and how to build an RFP that separates real CX tech players from the fluff.
From AI expectations and data transparency to platform flexibility and agent experience, this is your blueprint for setting the bar higher and finding a partner who can actually meet it.
Through Expivia Digital, Tom works with contac...
Duration: 00:23:27The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center
Mar 26, 2025Send us a text
EPISODE DESCRIPTION:
Are your post-call surveys actually providing meaningful insights, or just creating a dangerous illusion of customer understanding?
In this eye-opening episode of Advice from a Call Center Geek, we tackle the uncomfortable truth about those NPS and CSAT metrics your executive team loves so much.
The shocking reality? Only 1 in 20 customers actually completes these surveys, yet companies continue making major strategic decisions based on this minuscule, heavily biased sample.
After examining the latest research and industry data, we're ready to c...
Duration: 00:25:14Beyond AHT and SLA: How to Measure Success in AI-Powered Contact Centers
Feb 24, 2025Send us a text
Traditional contact center metrics like Average Handle Time and Customer Satisfaction scores have served the industry well for decades. But as AI transforms how we serve customers, through virtual agents, agent assistance tools, auto-quality assurance, and intelligent summarization, yesterday's KPIs are no longer enough.
In this groundbreaking episode, we explore the new measurement framework required for AI-powered contact centers. We'll dissect traditional metrics, introduce essential new KPIs for measuring AI effectiveness, and provide a practical roadmap for evolving your measurement approach.
Whether you're just beginning your AI journey or...
Duration: 00:20:04Contact Center Coaching 2.0 -Turning QA Insights into Agent Coaching Gold
Feb 05, 2025Send us a text
Most QA programs score agents but don’t actually develop them—and that’s the problem. In this episode, we break down how to move beyond compliance-based QA and use real call insights to coach smarter, faster, and better.
You’ll learn:
✅ Why high QA scores don’t always mean high performance
✅ How to shift from traditional QA to coaching-driven QA
✅ The power of Auto QA tools like OttoQa.com for real-time coaching insights
✅ How micro-coaching leads to faster...
Beyond Words: Measuring AI Empathy Through Impact
Jan 23, 2025Send us a text
In this thought-provoking episode of Advice from a Call Center Geek, we dive deep into one of the most contested questions in customer service technology:
Can artificial intelligence truly demonstrate empathy, and how do we meaningfully measure it?
While tech companies tout their AI's emotional intelligence capabilities, we'll cut through the marketing hype to examine what empathy really means in customer interactions.
We'll explore practical examples from call centers where AI handles emotionally charged situations, comparing them with human responses to similar scenarios.
T...
Let's Get Real: The True Story of AI in CX & Your 2025 Game Plan
Jan 13, 2025Send us a text
Tired of the AI hype cycle? In this straight-shooting episode, we're diving into what's actually happening with AI in customer experience operations right now. Not what vendors are promising, not what futurists are predicting, but the real deal from someone in the trenches.
You'll discover what's genuinely working, what's still smoke and mirrors, and most importantly, how to build your roadmap for 2025.
We're unpacking real implementation stories, revealing common pitfalls, and sharing the frameworks you need to evaluate what's right for your organization.
Key takeaways:
2025 Predictions for CX and the Contact Center Industry
Dec 30, 2024Send us a text
As we wrap up another year, it's time for our highly anticipated ACG 2025 Predictions Episode! In this special forecast, we'll dive deep into the future of technology and customer experience, sharing valuable insights from the entire Expivia team.
What groundbreaking technologies will reshape the CX landscape? How will AI continue to evolve in the customer service space? What new challenges and opportunities await contact centers in 2025? Join us as we break down our expert predictions and analyze the trends that will define the industry over the next 12 months.
Drawing f...
The Future of Contact Center Outsourcing: What to Expect in 2025
Dec 18, 2024Send us a text
(I apologize for the poor audio on this episode, we had a mic failure, but the content is awesome so I hope you still find value!)
In this episode of the ACG podcast we explore the future of contact center outsourcing in 2025. We dive into what a modern BPO RFP should include, moving beyond buzzwords like 'white glove service' and 'scalability' to focus on the advanced capabilities and innovations shaping next-gen outsourcing.
If you're planning to outsource your contact center operations, this session will provide actionable insights to help...
Duration: 00:21:33The Future of QA: Why AI is a Game-Changer for Contact Center Quality in 2025
Dec 04, 2024Send us a text
The way contact centers approach Quality Assurance is undergoing a major transformation, and AI is at the heart of it.
In this episode, we explore how advanced tools are enabling intent analysis, uncovering customer behavior patterns, and streamlining QA processes to deliver more meaningful insights.
Learn how solutions like OttoQa are helping contact centers move beyond traditional scoring models, driving smarter evaluations, and creating better customer outcomes. If you're looking to future-proof your QA strategy, this conversation is a must-listen.
Through Expivia Digital, Tom works with contact cente...
Duration: 00:31:43Mastering Black Friday and Cyber Monday: Your Ultimate Contact Center Superbowl Playbook
Nov 20, 2024Send us a text
Black Friday and Cyber Monday are almost here, bringing the year's biggest sales rush! For contact centers, this is the Super Bowl of customer service, and preparation is everything.
In this episode of ACG, we dive into updated best practices to help your team stay ahead, deliver exceptional customer experiences, and handle the holiday sales frenzy like pros. Whether you're looking to optimize staffing, fine-tune your processes, or leverage AI tools to manage the madness, we've got you covered. Get ready to crush this year's holiday sales season!
Through Expi...
Duration: 00:17:00𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀
Oct 01, 2024Send us a text
In this episode of ACG, we explore how small and medium-sized businesses can harness authentic artificial intelligence to transform their contact centers without overspending.
With a flood of so-called "AI" products in the market, we help you distinguish genuine solutions from the fakes to ensure you're investing wisely. Learn how focusing on Knowledge Management Systems, smart integrations, and agent-level AI tools can deliver immediate ROI.
Whether you're facing challenges with lower interaction volumes or cost barriers, this episode offers practical strategies to help you compete with industry giants and bo...
Unmasking False Hustle: Revolutionizing Customer Experience
Sep 06, 2024Send us a text
Join me for an exciting episode where I take a deep dive into the heart of my latest book, False Hustle. Many contact centers and CX leaders are unknowingly sabotaging their own success by focusing on misguided efforts to appear productive.
In this episode, I’ll be sharing insights on how to break the cycle of false hustle and transform customer experience from the ground up. We’ll explore how to strike the perfect balance between the efficiency of AI and the irreplaceable human touch.
Tune in for:
Prac... Duration: 00:30:11Calming Irate Customer Interactions: 5 Proven Techniques
Aug 09, 2024Send us a text
In this episode of "Advice from a Call Center Geek," we dive into the challenging world of dealing with angry customers.
Discover five powerful, actionable techniques that can transform heated interactions into opportunities for building customer loyalty. Perfect for contact center managers and agents alike, this episode covers:
Learn how to diffuse tension, regain control of the conversation, and turn frustrated customers into satisfied ones. Packed with real-world examples and practical tips, this episode is a m...
Duration: 00:24:47What Technology does a World Class 2024 Contact Center Have?
Aug 01, 2024Send us a text
Did you ever ask yourself what the high-end contact centers are doing differently? In this ACGpodcast, we dive deep into the cutting-edge technologies that set elite customer service operations apart from the rest.
This is how we are developing our strategic plan for Expivia.
From AI-powered chatbots to advanced analytics, we explore the tools and strategies that are revolutionizing the way top companies interact with their customers. Whether you're a business owner looking to upgrade your customer service or a tech enthusiast curious about the future of communication, this po...
Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All
Jul 08, 2024Send us a text
The contact center industry is evolving, and with that evolution, contact centers of all types are starting to learn valuable lessons.
In this episode, we'll dive into how the BPO landscape is changing, what these changes mean for customers, and the latest AI tools you should be asking for in your outsourcing RFPs.
Don’t let the title fool you, this episode is essential for anyone running a contact center.
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Stu...
Duration: 00:29:04Everything We Learned from Starting An AI CX Company - OttoQa
Jun 21, 2024Send us a text
Join us as we dive into the journey of founding and growing OttoQa, a cutting-edge AI-powered Customer Experience (CX) company. In this episode, we'll share our firsthand experiences, lessons learned, and the challenges we faced in building a fully automated QA platform. Discover the strategies and insights that helped us innovate in the CX industry, the role of AI in transforming quality assurance, and tips for aspiring entrepreneurs. Whether you're a CX professional, tech enthusiast, or entrepreneur, this podcast is packed with valuable takeaways to inspire and inform your journey. Tune in to e...
Duration: 00:20:20Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms
May 29, 2024Send us a text
What if you could transform your call center’s efficiency and agent performance overnight? This episode guarantees you’ll walk away with actionable insights on crafting the ultimate QA forms for both voice and chat channels.
We’ll guide you on defining the crucial goals for your QA forms, such as enhancing agent performance, ensuring compliance, and extracting valuable customer interaction insights. With the collective wisdom from examining hundreds of QA forms, we’ll provide practical tips to structure your forms for maximum impact.
Whether you’re running a large or small...
How You Can QA Contact Center Calls Using ChatGPT (Desktop)
May 08, 2024Send us a text
In this ACG episode, we dive into the transformative impact of AI on customer service QA. Hosted by Tom Laird, the CEO of Expivia Interaction Marketing Group and OttoQa, this session explores how ChatGPT and Claude 3 enhance call analysis and agent performance monitoring.
Discover effective system prompting and its role in refining quality assurance for consistency and high accuracy, with standards reaching 96-97.5%. Learn the nuances of differentiating between sales and retention calls, assessing customer sentiment, and how these insights lead to clear communication.
This guide offers practical steps for...
Exposed: The Unvarnished Truth About AI Deployment in Contact Centers
Apr 29, 2024Send us a text
Are you overwhelmed by the relentless push to overhaul your contact center with AI? Let's clear the air about the real impact of AI in this industry.
My recent talks reveal a surprising fact: many companies are not rushing into AI as believed. In reality, few have a detailed plan or have started implementation.
Join me in a practical journey as we create a roadmap for incorporating technology thoughtfully in your contact center.
Drawing from my latest engagements in Philadelphia and Miami, we'll focus on using what yo...
Will Auto QA Platforms End the Era of Traditional CX Analytics?
Apr 25, 2024Send us a text
Tune into our latest ACG podcast episode, "Will Auto QA Platforms End the Era of Traditional CX Analytics?" where we dive into the world of customer experience analytics.
We’ll explore and compare the tools and techniques behind both Auto QA platforms and traditional analytics methods. This friendly chat is packed with insights about how each approach handles customer data and what makes them unique.
Join Tom as he unravels the complexities and discuss the future possibilities of integrating or balancing these technologies in the world of customer experience manage...
Tips to Disrupt your Service Desk with Technology and Tactics
Apr 15, 2024Send us a text
Join Tom in this insightful podcast episode recorded at the HDI Philly event held at Princeton University.
Delve into groundbreaking strategies and cutting-edge technologies, including AI, to revolutionize your service desk operations. Drawing from his leadership at Expivia, where he expanded the team to over 600 professionals, and his innovative work at OttoQA, Tom shares advanced methods that enhance operational efficiency and elevate customer satisfaction.
Explore the latest trends, tools, and best practices reshaping service desks across industries.
Whether you aim to optimize your current operations or completely tra...
Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies
Feb 22, 2024Send us a text
Dive into the transformative journey of OttoQa, where we've uncovered the profound impact of prompts in elevating customer experience (CX) quality assurance (QA) processes. This podcast (taken from a Linkedin Live Event) brings the insights and methodologies from our extensive experience directly to you, focusing on the art and science of crafting effective prompts for QA automation.
Explore a rich discussion on both the fundamental and advanced strategies that have revolutionized our approach to prompts. This episode is designed not just to share knowledge but to inspire action. We encourage listeners...
Duration: 00:32:07Creating an AI Roadmap for Your Contact Center from the Ground Up!
Feb 12, 2024Send us a text
This podcast is based on the presentation I delivered in Miami at the "CX Under the Sun Event" to more than 100 CX professionals who are just beginning their journey with CX AI transformation.
During the presentation, I share my views on what is considered "real" regarding AI in the current market, what to be cautious about, and how to initiate AI integration within your organizations.
You won't find any unnecessary content or theoretical discussions here. It's all about the essential tools you should start exploring now and the reasons...
Duration: 00:46:442024 CX, AI, and Contact Center Predictions
Feb 01, 2024Send us a text
As we step into 2024, the realms of Customer Experience (CX), Artificial Intelligence (AI), and contact centers are poised at the brink of transformative change.
Let's explore the exciting, realistic predictions that are shaping the future of these industries. These are part prediction and part wish list for what I would like 2024 to become.
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied dir...
Duration: 00:29:37Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers
Dec 21, 2023Send us a text
Join me, Tom Laird, and John Coulter from Five Star Call Centers, as we journey into a conversation on "Advice from a Call Center Geek."
🔍 Key Highlights:
𝟮𝟬𝟮𝟰/𝟮𝟬𝟮𝟱 𝗢𝘂𝘁𝗹𝗼𝗼𝗸:
What does the horizon look like for contact centers in the next two years? We're discussing trends, challenges, and opportunities that await!
𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆 & 𝗥𝗢𝗜:
Which technologies are set to revolutionize contact centers? We're exploring the tools that promise the highest utility and return on investment.
𝗢𝗻𝘀𝗵𝗼𝗿𝗲/𝗡𝗲𝗮𝗿𝘀𝗵𝗼𝗿𝗶𝗻𝗴 𝗪𝗮𝘃𝗲:
How is the nearshoring trend reshaping our industry? We analyze its impact on quality, costs, and overall strategy.
𝗕𝘂𝗶𝗹𝗱 𝗼𝗿 𝗕𝘂𝘆 𝗖𝗫 𝗧𝗲𝗰𝗵:
The big debate! Should companies build their own CX tech or invest in market...
AI Tools in CX: The Truth about ROI
Dec 14, 2023Send us a text
This podcast episode of "Advice from a Call Center Geek", titled "AI Tools in CX: The Truth about ROI," delves into the practical aspects and return on investment (ROI) of AI technologies in the context of contact centers.
It critically examines various AI tools like large language model chatbots, analytics, agent assist, and auto quality assurance, discussing their suitability, cost implications, and impact on customer experience for different sizes of contact centers.
The episode provides insights into the evolving AI landscape, emphasizing the need for contact centers to...
Navigating the Technology Maze for Small Contact Centers: A Practical Guide
Dec 11, 2023Send us a text
Welcome back to "Advice from a Call Center Geek," the podcast dedicated to enhancing your contact center operations! In today's episode, we dive into the often confusing world of technology for small contact centers. With the holiday season approaching and AI becoming a buzzword, we aim to clarify and simplify your tech choices.
Key Points Discussed:
Bridging Contact Center Operations and AI:
We explore how AI is shaping the industry, moving beyond the hype to practical applications, especially for smaller centers.
Technology for...
Contact Center Management, Hiring, Ratios and More- Effective Contact Center Management
Nov 21, 2023Send us a text
In this episode of "Advice from a Call Center Geek," we jump into expert tips for setting up a successful contact center, drawing from our experiences at Expivia.
Learn about optimal team structures, effective management ratios, and strategies that foster efficiency and customer satisfaction.
This episode is a treasure trove for anyone looking to enhance their contact center operations, offering practical advice and insights that can transform your approach to customer service.
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, an...
Duration: 00:20:44Best CcaaS Providers 2023-2024!
Nov 16, 2023Send us a text
In this episode of "Advice from a Call Center Geek," we dive into a topic that's known for stirring up plenty of debates and strong feelings: CcaaS platforms.
I'm eager to offer my perspective on what's happening in the world of these providers right now. We'll explore the various aspects that make this topic so controversial and why opinions vary widely in the industry.
My aim is to provide you with a detailed understanding of the current landscape, drawing from my experiences and observations in the field.
Thr...
Duration: 00:23:14The AI Transformation: A New Era for Business Process Outsourcing
Nov 09, 2023Send us a text
Imagine navigating the rapid changes in the Business Process Outsourcing (BPO) industry with the help of Artificial Intelligence (AI). How do BPOs need to adapt and evolve to stay competitive in this AI-driven landscape? That's what we're discussing in this enlightening episode, drawing insights from a seminar at the Google campus and exploring the potential of technology to revolutionize contact centers.
With a focus on enhancing customer experience (CX), we delve into how technology can be a gamechanger. From backfilling headcount to reducing average handle time, we explore how becoming CX...
Linkedin AMA Episode: Implementing AI into Your Contact Center Wisely- What To Do First
Nov 07, 2023Send us a text
This episode is less theory and more "What you need to do!"
This audio recording is from the LinkedIn Audio Event we hosted on Friday, November 3, 2023. It's an in-depth discussion that covers all the preliminary steps you should consider before embarking on your journey into Artificial Intelligence.
We also explore the various tools that can significantly enhance your experience and effectiveness in the field. Additionally, the conversation includes insights into some of the most exciting and innovative tools that we anticipate will emerge in the AI landscape soon.
Th...
"The Room Where it Happened" Special Episode!- Navigating the Future of Customer Service
Nov 02, 2023Send us a text
𝙏𝙝𝙚 𝙍𝙤𝙤𝙢 𝙒𝙝𝙚𝙧𝙚 𝙄𝙩 𝙃𝙖𝙥𝙥𝙚𝙣𝙚𝙙"
NICE's remarkable team flew Tom to New Jersey at the White Eagle Hall, to step into "The Room Where It Happened," their exclusive video series that casts a spotlight on the pulse and prospects of Customer Experience (CX). There, Tom's own audio narrative brought to life what we regard as one of our most compelling podcast episodes and one of our all time personal favorites!
In "The Room Where It Happened," our podcast dives into the transformative role of AI in contact centers, showcasing its capacity to streamline traditional roles and pave the way for innovative practices. Tom pr...
Duration: 00:41:43A Deep Dive into the World of AI & Human Interaction with Deepdesk CEO Robbert Dijkstra
Oct 10, 2023Send us a text
Ready for a peek into the AI-driven future of contact centers? Dive in with our special guest, Robbert Dijkstra of Deepdesk. Discover how AI transforms both the agent and customer experience in digital mediums like chat. Robbert shares how automation not only boosts productivity but also reduces repetitive tasks for agents.
Grasp the crucial role of data in shaping large language models. When integrated with customer interactions and context, the results are a stellar customer experience.
Delve into the upcoming trends in language models for contact centers and the...
Duration: 00:37:59Rethinking Contact Center Outsourcing (BPO) in the Age of AI
Oct 10, 2023Send us a text
In this episode of Advice from a Call Center Geek, we take you into the keynote speech that Tom gave at the Google Complex in Boulder Colorado to a group of contact center outsourcing company leaders which was sponsored by NICE, Google, and Outsource Consultants.
We've transitioned Expivia from just being a "contact center outsourcer" to embracing our role as a "CX technology partner" and give the full case study about this in this episode.
The shift in perspective?
It's not just about answering calls and chats...
The Power Merge: Analyzing Nice's Game-Changing Purchase of LiveVox
Oct 04, 2023Send us a text
Here is a quick min-pod on some initial thoughts on the 350 million dollar purchase of LiveVox by NICE.
This is essentially a union of two firms where one's strengths balance out the other's limitations.
The Cxone Dialer is mediocre, and certainly not a standout in the industry, whereas CXone continues to be the industry front-runner for inbound CcaaS.
On the other hand, LiveVox boasts an outstanding outbound service with a vast portfolio of outbound clients. However, they've struggled to gain momentum in the inbound CX domain.
<...
Evolution of Contact Centers: Modern Strategies for Managing PR and Recall Crises
Sep 28, 2023Send us a text
Ready to transform crisis into opportunity? In this episode, we promise to arm you with practical strategies and cutting-edge tools to navigate the choppy waters of crisis management in contact centers. We use our insights and experiences to illuminate the potential of modern Customer Experience tools to mitigate such crises. With our guidance, you'll learn about setting up minimalistic self-service websites, deploying AI chatbots to deliver vital information, and strategizing to handle customer complaints effectively.
We don't stop there! Harnessing social media during crisis communications can significantly make a difference. Listen a...
10 ChatGPT Prompts to Fully Automate Your Contact Center QA
Sep 08, 2023Send us a text
Ready to unlock the secrets of automated QA in your contact center? This episode is brimming with insights about using chatGPT to revolutionize your QA, promising to transform how you approach your work. We walk side by side with you, through the labyrinth of user accounts and databases, right up to crafting prompts for a form from a client.
Ever wondered how to ask the most effective questions and generate impactful call evaluation outputs? Your search ends here. We navigate the crucial waters of quantifiable metrics, systems to rate calls using b...
Under 50 Seats and Using Spreadsheets for QA- MUST LISTEN
Aug 30, 2023Send us a text
Dive into our mini podcast on our new value add OttoQA!
Discover how we're reshaping the landscape of QA for call centers with fewer than 50 agents. Say goodbye to spreadsheet hassles and embrace AI-driven efficiency.
Plus, find out how you can become an integral part of our journey as an Alpha and Beta partner. Don't miss this quick but informative listen.
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advi...
Duration: 00:03:11Best ChatGPT Prompts to Improve Your Contact Center!
Aug 22, 2023Send us a text
In "Revolutionizing Call Centers with ChatGPT Prompts," we unveil the power of AI in redefining call center operations. This episode is a goldmine for managers and supervisors, as we share the best prompts to optimize and streamline your operations.
Dive deep with us into the crux of Overall Operations to decipher key performance metrics and understand their implications. Learn how Workforce Management can be demystified with the Erlang C formula and ChatGPT. Uncover the transformative potential of targeted Training simulations based on real-world scenarios.
Enhance agent responsiveness with the A...
QA/AI Showdown: Chris Mounce from Evaluagent & Tom Laird Unmask AI's Reality in QA
Aug 10, 2023Send us a text
Episode 200!
Dive into the evolving landscape of AI in the contact center QA space with our next Advice from a Call Center Geek podcast!
Chris Mounce of EvaluAgent® returns to go head-to-head with our host Tom Laird in a riveting debate.
Can AI truly automate scorecards, or are we still testing the waters? How do we ensure quality in AI-powered QA, and how should we interpret and leverage the data it generates? Discover the most practical AI use-cases in QA right now.
We're peeling back the c...
CX Rockstar and Influencer James Dodkins Joins ACG for an LIVE AMA!
Aug 02, 2023Send us a text
Envision a reality where Artificial Intelligence (AI) commandeers your customer service. Consider AI not merely conducting routine transactions but also enhancing intricate and emotionally nuanced dialogues with your customers.
Is this a far-off dream or a prevailing reality?
We dive into this and much more in our recent "Advice from a Call Center Geek!" podcast episode with customer experience maestro and influencer, James Dodkins.
We embark on a journey through the realm of 'autonomous enterprises', where businesses are leveraging AI and automation to revolutionize customer interactions and...
Duration: 00:55:22How to Automate Your Contact Center QA with Ai!
Jul 31, 2023Send us a text
Ever wondered how your contact center could save significant costs while keeping up with the QA process? Brace yourself for an enlightening discussion and AMA where we unravel the potential of AI in transforming Quality Assurance in your contact center.
We'll take you through our early journey of automating QA processes, sharing our experiments with chat GPT and how its possible for any contact center to start to think through the process of using AI for QA.
Through Expivia Digital, Tom works with contact center leaders on...
Duration: 00:28:22Transforming Your Contact Center: Effective Strategies for Cultural Change
Jul 19, 2023Send us a text
You are just a click away from transforming your contact center from a drab workspace to a vibrant one; come join me, Tom Laird, as we revolutionize your call center experience. I promise to share the secrets to creating a positive and effort-driven culture, where attitude and effort outweigh resumes. I'm excited to share insights from my own journey of managing a contact center, making it a more desirable place to work, and how we can adopt these practices to revamp any workplace culture.
This episode is a treasure-chest of practical t...
The Evolution of AI in Reshaping the Contact Center Tools of Today
Jul 10, 2023Send us a text
Imagine having the power to reshape customer experience in your call center with artificial intelligence. What if you could emulate the behaviour of your most effective agents, optimize IVR, manage workforces, and even facilitate self-service with AI? Get ready to explore how AI is transforming the world of customer service, as we delve into these possibilities and much more. From digital twins to generative chatbots, we bring you the inside scoop on how AI models are revolutionizing customer interactions.
Moving on from AI's current impact, we'll also step into the future...
Decoding the Call Center Menu: A Tasty Guide to Metrics and KPIs- Must Listen for all New Contact Center Managers!
Jul 03, 2023Send us a text
Ever wondered how the hustle and bustle of your favorite restaurant correlates with the operations of a call center? Picture yourself at a bustling eatery as we break down the ins and outs of call center metrics in relatable terms. We’ll be interpreting essential terms like incoming calls, cue calls, and abandoned calls in an easy-to-digest format, perfect for those just venturing into the industry.
Now, imagine the chefs at a restaurant, working tirelessly to keep up with the flurry of orders. This is akin to the pressures of metric co...
Elevating Call Center Performance: Top Coaching Methods and Techniques for Agent Success
Jun 21, 2023Send us a text
Are you struggling with coaching your call center agents effectively? Join us as we explore five popular coaching methods and share personal experiences on how to structure agent coaching sessions for maximum results. With insights on the GROW method, the Oscar method, and more, you'll learn how to help your agents take control of their calls and elevate their performance.
This episode is packed with valuable discussions on various coaching models, including the GROW, OSKAR, COACH, CLEAR, and STEPPPA models. We delve into the importance of setting achievable goals, examining the...
Ask Me Anything (AMA) LinkedIn Audio Event: Analytics, Interactive Voice Response (IVR) Routing, Best Practices, and Transitioning to the Cloud
Jun 13, 2023Send us a text
This episode of ACG was taken from the Linkedin Live Audio Even that we did with followers on June 13, 2023.
Some of the topics brought up were:
What is the internal lift to implement tools like speech analytics?
Plusses and minuses of moving to the cloud?
What ratios should contact center management be?
What are some of the best practices for routing in the IVR?
What are some of the overall best practices for CX in the IVR?
A lot of value here as...
NICE Interaction 2023 Talk- 10 Ways to Disrupt your Contact Center using Technology and Tactics
Jun 09, 2023Send us a text
Ready for a game-changing episode that will skyrocket your contact center's customer experience? Join us as we unveil 10 tips on maximizing your platform, from leveraging analytics to engaging your employees in creative ways.
Discover the power of using an effort multiplier to incentivize attendance and workforce intelligence to keep your service levels top-notch. We'll share practical examples from our own BPO, Expedia Interaction Marketing Group, and offer insights on enhancing both security and analytics in your call center. Plus, learn how AI customer call sentiment analysis can give you an edge i...
10 Tips to Disrupt Your Contact Center With Technology and Tactics
May 10, 2023Send us a text
Hubie Brown is a renowned basketball coach known for his impactful strategies and insight. When I attended one of his clinics, the title was "Cool Things I Want to Talk About to Help You With Your Teams." It featured 10 random, yet valuable, pieces of advice to improve a team's performance.
As I prepare my live talks for this spring and summer, I've decided to create a podcast inspired by Hubie Brown's approach.
In this episode, I'll share 10 useful tips to enhance your contact center without a specific theme. These...
Thoughts and Take Aways from the Call and Contact Center Expo: What is Real as it Relates to AI?
May 01, 2023Send us a text
Join us in this episode as we reflect on our learnings from the Call and Contact Center Expo.
We delve into the realities of AI in the contact center industry, discussing key trends, innovations, and insights from my conversations with industry leaders and companies.
We explore what's genuinely feasible with AI, the challenges in adoption, and why we may still have a ways to go before realizing its full potential.
Tune in for a balanced perspective on the state of AI in contact centers and its implications for...
Elevating Contact Center QA with EvaluAgent: Effective Scorecards & Expert Coaching Insights featuring QA Pro Chris Mounce
Apr 17, 2023Send us a text
In this episode of Advice from a Call Center Geek, we dive deep into the world of contact center quality assurance with QA expert, Chris Mounce from EvaluAgent.
Together, we explore the crucial do's and don'ts of designing effective contact center scorecards, offering valuable insights on the development of comprehensive and meaningful metrics that accurately gauge agent performance.
We delve into the importance of understanding the intricacies of your specific contact center and the necessity of tailoring your scorecards to reflect those unique needs.
Additionally, Chris shares a...
Duration: 00:48:49Unlocking Social Media Success: Tips for B2B Sales & Personal Branding in Business and in the Contact Center World
Apr 12, 2023Send us a text
In this episode of Advice from a Call Center Geek, I share my insights and experiences on harnessing the power of TikTok and other social media platforms to boost B2B sales and personal branding within the call center and contact center industry.
Drawing from my personal journey and learnings, I discuss proven strategies, valuable tips, and real-life examples to help you create engaging content, connect with your target audience, and stand out in the competitive landscape.
Tune in to discover how to unlock the full potential of social me...
Deconstructing the "Wow" Experience: Redefining Excellence in Contact Centers
Apr 03, 2023Send us a text
Unravel the mystery behind the "wow" factor in contact center customer service in our Advice from a Call Center Geek Episode, " Deconstructing the "Wow" Experience: Defining Excellence in Contact Centers."
We'll discuss the pitfalls of "false hustle" and the significance of authentic communication, empathy, and active listening in building strong connections with customers.
Explore strategies to understand customer expectations and tailor your approach for various industries.
Join us on this journey to redefine what it means to "wow" your customers and create a lasting impact in the con...
Beyond Chatbots: Unlocking ChatGPT's Power in Contact Centers
Mar 27, 2023Send us a text
In this thought-provoking podcast episode, we venture beyond the traditional perception of AI and ChatGPT as mere chatbot tools, revealing their true potential to revolutionize the contact center industry in numerous ways.
Discover 10 unique applications of ChatGPT that go far beyond customer interactions, touching on advanced training and onboarding for agents, creative problem-solving, workforce management, augmented reality integration, and more.
Uncover how ChatGPT is enhancing security, predicting customer lifetime value, and providing real-time voice translation for seamless multilingual support.
Join us as we explore the full spectrum of p...
Ideas for Setting up a Contact Center Management Trainee Program
Mar 20, 2023Send us a text
Post covid, with many of our staff WFH, we have rethought how we train and prepare our contact center middle management and agent supervisors to excel in their roles.
In this episode, we talk about the new management trainee program that will be will be implementing to our staff later in 2023. We hope this gives you some ideas to help your management staff as well.
1. Building out your contact center hierarchy
2. Weekly meetings
3. Teach Leadership theory
4. Practical Skills
5. Legal side of the contact center
6. Re...
Improving your Call Center and Contact Center Agent Coaching
Mar 13, 2023Send us a text
In this episode of "Advice from a Call Center Geek" Podcast, we look at 9-10 ways that you can improve the coaching culture of your contact center to create better agents and improve the customer experience.
We also answer some questions that came in on Linkedin and TikTok Live!
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific op...
Duration: 00:33:435 Ways to Improve the Tone of your Contact Center Agents!
Mar 06, 2023Send us a text
We all want a better CX, and doing that means we need to improve the tone of how we are interacting with customers.
I have seen it many times when a customer calls a contact center and gets the desired outcome they needed, but because the tone was off on the call (indifference, bad word choice, talking over the customer...) the customer left the call with a negative feeling about the call and the company.
On the flip side, great customer service agents can make a customer feel good e...
BPO Financial Benchmarking Report with Eric Crouse- Partner Kommit & Company
Feb 27, 2023Send us a text
This episode is for you if you are a BPO owner/operator.
In this episode of ACG, we talk about benchmarking the financial aspects of your BPO, setting up your books for maximum valuation, multiples in the market, maximizing your BPO for an exit, and so much more.
Every day, contact center BPOs are focused on many operational metrics or KPIs that describe how the center is performing.
But that’s not the entire picture. Eric Crouse, Partner at Kommit & Company, an M&A firm that specializes in...
BPO Financial Benchmarking with Eric Crouse- Partner Kommit & Company, BPO M&A Firm
Feb 23, 2023If you are a BPO owner/operator, this episode is for you.
In this episode of ACG we talk about benchmarking the financial aspects of your BPO, setting up your books for maximum valuation, multiples in the market, maximizing your BPO for an exit, and so much more.
Every day, contact center BPOs are focused on a large number of operational metrics or KPIs that describe how the center is performing.
But that’s not the entire picture. Eric Crouse, Partner at Kommit & Company, an M&A firm that specializes in the contact cen...
Building out an AI Contact Center the Right Way with a Bonus AMA!
Feb 14, 2023Send us a text
OK, that was awesome.
We did a Linkedin LIVE and a TikTok LIVE at the same time to record this podcast episode. The episode then turned into a crazy (in a good way) AMA with questions coming from both platforms.
My 25-minute podcast ended up going about an hour. I love the questions, I think they provide much more value than just me yammering on about a topic.
I wanted to give my thoughts in a podcast episode on building out the Ai contact center of today and...
How to Implement the Blockchain into your Contact Center- Conversation with Shelli Ryan- CX and Blockchain Expert
Feb 09, 2023Send us a text
On this episode of Advice from a Call Center Geek, we bring together two of my passions, customer experience, and the blockchain.
Shelli Ryan, APR, Fellow PRSA the founder/principle of the CX Block Chain Institute which is the worldwide authority focused on fulfilling blockchain for the CX (customer experience) industry talks about implementing the blockchain into your contact center and CX environment. Not only how to do it, but why you need to do it.
You know I love talking blockchain, web3, and NFTs, especially with how they re...
TikTok Live- What I Would Ask Your Call Center Staff if Consulting
Feb 06, 2023Send us a text
For a sports team looking to improve, they routinely will bring in other coaches to do an internal self-scout to try to show where the weaknesses are and how to improve on those.
This same concept should happen in your contact center at least once a year.
Here are some of the questions that we would ask and start to work with your team on. You don't need a consultant for this, you just need the framework that we provide in this episode.
I hope this gets yo...
TikTok AMA Episode- Hiring, Analytics, Games to Play and More
Feb 02, 2023Send us a text
This episode was taken from our first TikTok Live AMA that we did. Followers sent us questions and we answered live on the spot!
Some of the topics covered in the episode are hiring, games to play in the contact center, culture, sentiment, analytics, culture, and more.
I really like these episodes as we get to cover a ton of different topics at once!
Make sure you follow us on TikTon @callcenter_geek as we do a tin of lives and post multiple call center ops videos a...
Setting up a High End Contact Center (On the Cheap)!
Jan 23, 2023Send us a text
In this episode of Advice from a Call Center Geek, we look at all the tools that you need (and don't need) in setting up a high-end customer service contact center for the lowest amount of money possible while still not forgetting about quality.
We talk about places you can save money by using or not using technology and look at all the things that you need to think about that most don't until it's too late!
We also answer some listener questions on the erlang-c calculator, shrinkage, and...
Unique Uses for ChatGPT Ai in the Contact Center
Jan 12, 2023Send us a text
ChatGPT has opened the eyes to what true AI may be capable of.
In this episode of Advice from a Call Center Geek, we look beyond the "normal" uses cases of Ai uses in such tools as chatbots and analytics and think about some of the unique and "out there" uses cases for AI in the contact center and CX environment.
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear...
Duration: 00:18:31Using Data to Route Calls in Your Contact Center
Dec 28, 2022Send us a text
In this episode of Advice from a Call Center Geek, we look at some unique ways to route calls in your contact center using data and CRM integrations.
Integrating your data and your telephony is a very cost-effective way to improve your customer experience.
Some of the topics discussed are:
Customer Segmentation
What Data Sets to Use
Workforce Intelligence
Virtual Callbacks
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration s...
Duration: 00:18:52Lets Talk Airline Customer Service 'Mageddon!
Dec 28, 2022Send us a text
In this episode of Advice from a Call Center Geek, we take a hard look at what happened specifically with Southwest Airlines and the total customer service meltdown that occurred over Christmas '22.
We also talk about infrastructure and tips and tactics to follow when your organization gets in an emergency heavy queue!
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied di...
Duration: 00:14:09Ultimate Guide for Outsourcing Your Contact Center!
Dec 22, 2022Send us a text
Ultimate Guide to Contact Center Outsourcing Episode
This is one of the best episodes of value/content we have ever created.
If you are looking to outsource your contact center this is a MUST listen.
25 minutes of why you should outsource, why you shouldn't outsource, what are the red flags to watch out for, what you should expect to pay, what you should not pay for, the technology you can ask about and so much more.
Zero selling here, just content to help with your outsourcing journey...
Setting Up a Weekly Call Center Agent Review
Dec 14, 2022Send us a text
One of the best ways we have been able to create stars in our contact center is by doing a weekly 15-minute agent review with our contact center agents.
In this episode, we give you the five detailed steps in creating this in your contact center.
Review
Address
Goal Planning
Progression
Documenting
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on...
Duration: 00:17:38Three Technology Predictions for the Call Center in 2023
Nov 29, 2022Send us a text
In looking into my crystal ball, I wanted to talk to you all about three technology predictions that I see for 2023 as it relates to the contact center.
I want to focus on where I see AI really having the biggest impact in not only assisting agents but in how it will be changing the internal working of our contact center operations as well.
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, ven...
Duration: 00:17:03Games in the Call Center, Necessary or Juvenile
Nov 22, 2022Send us a text
Most of us, as call center managers want to create a culture of fun and enjoyment in our contact center environments.
How do we do that, it is organic games, gamification, motivations...and what do we do when we have the "bah humbugs" that don't want to play or think games are beneath them.
In this episode, we talk about how to use games and motivations as positives and not negatives.
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI...
Duration: 00:17:46Personal and Business Branding 101- How I Do it
Nov 16, 2022Send us a text
I was asked to talk to a class of pre-startups on the topic of Marketing and Branding at Gannon University where I am vice chair of the Erie Technology Incubator.
In this presentation, I talk about what I do every day to create content at scale to grow my personal and business brand.
Marketing, branding, sales... these are the pillars of new business and community building. I get many questions from BPOS on "How do I get new clients" and I see many of you out there trying to a...
Three Pillars of Call Center and Contact Center Metrics
Nov 07, 2022Send us a text
In this episode of Advice from a Call Center Geek, we take a look at the three pillars of contact center metrics, efficiency, quality, and sales. We discuss our favorite metrics in each category and how you can maximize all three!
Check out our Free ACG NFT drop currently happening on Opensea. The link is here:
https://opensea.io/collection/acg-access-token
These tokens include:
Two 15-minute video calls with Tom Laird about any call center or contact center topic you have issues or questions ab...
Call Center Geek NFT Project is LIVE!
Nov 02, 2022Send us a text
Token Address:
https://opensea.io/collection/acg-access-token
We have a FREE NFT project for anyone that is a call center supervisor or manager. These 20 (4 are already gone as of this typing)tokens that give you the utility of:
Two 15-minute video calls with Tom Laird about any call center or contact center topic you have issues or questions about per year.
Access to a special email address for only holders where I will answer # any question at any time within 24 hours.
A p...
Duration: 00:10:08Discussion with Nick Corso, Community Success Lead at Veefriends (Gary Vee NFT Project)
Oct 18, 2022Send us a text
In this episode, we welcomed Nick Corso AKA Corso, Community Success Lead at Veefriends, one of the most popular and largest NFT projects on our Advice from a Call Center Geek Podcast.
We have an in-depth conversation discussing how to create and moderate a community as it relates to NFT projects through ups and downs. Community moderation will be a new channel that brands will need to service as they venture into Web3.
Veefriends is Gary Vaynerchuck NFT project. It currently has over 360k community members in its discord.
New Technology in Your Call Center-Setting it up and the Resources Needed
Oct 06, 2022Send us a text
I got this question Dmd to me in Linkedin. This episode is my in-depth answer on setting up new tech in your contact center.
"Tom,
We talk a lot about how much tech can help us in the contact center space, but I find that many tend to think that tech is some kind of magic button (just deploy it and it works, and people are disappointed that it's not that easy).
You mention a good bit of trial and error and testing (especially on your last speech ana...
My Take on Sanas Voice Product Controversy
Sep 23, 2022Send us a text
Sanas is a startup in Silicon Valley that has developed software to make offshore accents sound more "American" or as some say, "more white".
I have done a ton of research on the company, took the demo at CCW, and have read and watched as much as I can on both sides of the contact center controversy.
In this episode, I give my raw take on what I think is going on.
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: ...
10 Unique use Cases for Speech Analytics- 2022
Sep 16, 2022Send us a text
The use cases for using speech analytics are endless when you really put the tool to the test. In this episode, we talk about 10 ways that we are using analytics in our call center to maximize its use!
1. Proactive Customer Service
2. Rewarding Associates for Great Sentiment
3. Generating Marketing Data
4. Finding Out the Why
5. Noting Frustration
6. Learning What the Real SLA Variance Should Be
7. Tracking Silence
8. Fraud Protection
9. Tracking competitors
10. Expanding Channels
Follow Tom:...
Unique Contact Center Agent Engagement Ideas
Sep 07, 2022Send us a text
This was taken from a talk that I gave to a group of Wisconsin Customer Service Professionals back in 2020 on a range of contact center operational topics.
This is a 13-minute segment from that talk and one of my favorite pieces of content I have ever created.
I have been looking for this for over a year!
I think you will enjoy the topics engagement topics that span from games to play, leadership committees, and some other unique ways that we have fun with our employees in ou...
Money Saving Tips for Buying a New Contact Center Platform (CCAAS)
Aug 25, 2022Send us a text
Buying a new contact center platform is a HUGE decision for any organization. In this episode, I give you all the tips that I can think about that I give to my customers when consulting or as a referral partner for them.
If you are just starting on your path or even if you are already down the road before you sign any deal you need to listen to this episode. It will save you money.
Some of the topics we talk about:
When Good Times Go Bad- Handling Confrontation in Your Contact Center
Aug 19, 2022Send us a text
When you are working in the contact center environment, there are many people and personalities that you need to engage with in a positive way, sometimes that is easier said than done.
Issues between associates or supervisors unfortunately will happen.
In Episode 159 of Advice from a Call Center Geek, we talk about what to do when there is an issue that happens on a team in your contact center and more importantly some tips on how to avoid them in the first place.
Follow Tom: @t...
My 5 1/2 Favorite Call Center Metrics
Aug 10, 2022Send us a text
In this episode, we have a detailed discussion of my 5 1/2 favorite call center and contact center metrics that we look at and benchmark. Some tell the story as key benchmarking metrics, and some can tell you if something is a little off.
When you put all of them together, you have a great idea of what is happening in your contact center.
The metrics discussed are:
Service Level
Average Handle Time
Occupancy
After Call Work
Agent/Customer Sentiment
Follow Tom:
Duration: 00:17:45
2022 Second Half Kickoff Episode- Overrated or Underrated, What Do you Think?
Aug 05, 2022Send us a text
To kick off the second half of 2022 from an ACG perspective, we play a game of Overrated, Properly Rated, or Underrradted with different call center and contact center topics.
For example, are these tools, metrics, topics OR, PR, or UR?
CSAT/NPS
Sentiment
AI in the Contact Center
WFM
Average Talk Time as a Metric
Dress Code in the Office
And a couple more topics to get you thinking and agreeing or disagreeing with me!
Follow Tom: @tlaird_expivia<...
7 Tips to Help Your Contact Center During Economic Downturns
Jun 28, 2022Send us a text
With the forecast of some rough economic waters ahead, let's take a look at some things you can do to help your contact center get through this unscathed. In this episode, we give seven ways or tips that you need to think about to help your center get through.
Some are obvious like focusing on efficiency tools and retention efforts to customers, and some are not, like how I will convince you to RAISE your contact center rep's salaries during these periods.
Love to know your thoughts on this e...
CCW Vegas 2022 The Good, the Bad, and What's Missing
Jun 23, 2022Send us a text
Here is my honest assessment of CCW 2022 (June)
The Good:
The technology is getting better and better with each show, the industry is strong with many tech leaders showcasing amazing uses for Ai, gamification, augmented reality, WFM, voice authentication, and gamification.
The Bad:
Very few end-users at the show. It was more of a technology showcase than a place to do real business with lots of buyers, especially in the BPO market.
The cost is astronomical, there are some funny stories like how much it cos...
ACG Office Hours Ask Me Anything 6.17
Jun 20, 2022Send us a text
On this weekly "Advice from a Call Center Geek" Ask me Anything we talk about a range of topics.
In this episode, I give my first thoughts on running your contact center during an economic downturn, what to focus on and how to make sure you stay as efficient as you can.
I get questions on using Analytics to in cent reps, what I look for when buying contact software, and how I spend my time to get the most use of call center shows and expos.
<...
Deep Dive in Contact Center Ai with Level-Ai CEO Ashish Nagar
Jun 13, 2022Send us a text
I am personally really excited about all of you listening to this episode!
In this episode of Advice from Call Center Geek, I sit down and have a conversation with Ashish Nagar, CEO of Level_AI on the state of AI in the contact center.
We define Ai as it relates to the contact center, and talk about where Ai in the contact center will be in 24-36 months.
We dig deep into speech analytics and discuss how speech analytics works and how it could be done bett...
ACG Office Hours AMA 6.10!
Jun 12, 2022Send us a text
In this episode of our weekly Linkedin live AMA that we do every Friday from 1-2pm EST I talk about:
Contact Center Conferences and where I see them going.The state of the economy and how that will be affecting contact centers and technology purchases.How to ensure consistency of service overall agents in your contact centerEngaging reps over IM tools Measuring Agent Sentiment as a key KPIThe place for Gig workers in the Contact center space
And so much more!!!
Really good and informative AMA.
A Conversation and QA with CX Rockstar James Dodkins
Jun 06, 2022Send us a text
For this of you that don't know him, James Dodkins used to be an actual, real-life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums, and tore up stages all over the world, James is now the CX Evangelist at Pegasystems where he researches the mindsets, principals and philosophies of companies that deliver ‘Rockstar Customer Experiences’.
🏆 James was awarded The UK's #1 CX Influencer by Customer Experience Magazine in 2020, The UK’s Most Outstanding CX Keynote Speaker by Corporate Vision Magazine in 2021, The World’s #10 Customer Service Guru by Global Gu...
Advice from a Call Center Geek Office Hour AMA 5.27
May 27, 2022Send us a text
In this episode of our weekly Advice from a Call Center geek AMA office Hour I answer questions on:
A day in the life of a call center supervisor
Changes in the digital channel landscape
Tip for lowering AHT
KPIS for agents to self govern
and more...
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www...
Why Blockchain Technology will be More Disruptive than Ai in the Contact Center Over the Next 10 Years
May 26, 2022Send us a text
My case for why blockchain technology will be the number one disrupter of the contact center and CX over the next 10 years.
Blockchain will be:
Streamlining payments
Taking away processing fees
Making Warranties seamless
Contracts will be written on the chain with If/then statements
Customer data will be encrypted overhauling how we verify customers
Customer loyalty plans will be forever changed
How we pay for and access SaSS products will never need a monthly credit card.
Think about an NFT, written...
Advice from a Call Center Geek Office Hour AMA 5.13
May 17, 2022Send us a text
Every week we do an Advice from a Call Center Geek "Office Hour" which is a one-hour-long AMA on Linkedin Live. Any question you have and want to ask I am there to try to help you and see if I can give you some value.
Topics/questions in this week's episode were on the topics of speech analytics, the power of sentiment, creating content for B2b, and our plans for WFH.
Thank you all and I how to see more of you on our next AMA (Every F...
The Contact Center of 2030 and Beyond
May 10, 2022Send us a text
Let's take a trip into a time machine and see what the contact center and customer experience look like in the year 2030.
How will the Metaverse, NFTs, VR, and AR have an impact on how business and service are done.
In this episode, I try to give you what I see CX looking like after talking to many experts in the industry over the past couple of months!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek