222 episodes
Advice from a Call Center Geek! Thomas Laird
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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. 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!
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Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms
Send us a Text Message.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 for...
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How You Can QA Contact Center Calls Using ChatGPT (Desktop)
Send us a Text Message.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 betwe...
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Exposed: The Unvarnished Truth About AI Deployment in Contact Centers
Send us a Text Message.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 engagemen...
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Will Auto QA Platforms End the Era of Traditional CX Analytics?
Send us a Text Message.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 dis...
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Tips to Disrupt your Service Desk with Technology and Tactics
Send us a Text Message.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. ...
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Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies
Send us a Text Message.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 revo...