219 episodes
Advice from a Call Center Geek! Thomas Laird
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- Business
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, 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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Will Auto QA Platforms End the Era of Traditional CX Analytics?
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 management. Whether you're a tech enthusiast or just curious about the latest trends, this episode is for you!
If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.Please check us out at expiviausa.com, or email us at info@expivia.net!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel -
Tips to Disrupt your Service Desk with Technology and Tactics
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 transform your service approach, this episode offers expert advice and actionable insights to propel you to the forefront of industry excellence.
If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.Please check us out at expiviausa.com, or email us at info@expivia.net!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel -
Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies
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 to experiment with these techniques in their operations, building confidence in the technology and its application before making any significant investments or deployments.
Whether you're aiming to refine your CX prompting strategies or are curious about their potential to transform your service center, this podcast serves as your guide to unlocking the power of effective prompting. Join us in discovering the methods that have not only propelled our journey forward but also have the potential to redefine the landscape of customer service excellence.
If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.Please check us out at expiviausa.com, or email us at info@expivia.net!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel -
Creating an AI Roadmap for Your Contact Center from the Ground Up!
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 these tools need further development, regardless of what you might hear from AI technology providers.
DM me on Linkedin if you would like the deck from this talk!
If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.Please check us out at expiviausa.com, or email us at info@expivia.net!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel -
2024 CX, AI, and Contact Center Predictions
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.
If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.Please check us out at expiviausa.com, or email us at info@expivia.net!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel -
Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers
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 solutions? We weigh the pros and cons.
𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻 𝘃𝘀 𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻 𝗕𝗣𝗢:
Unveiling the emerging 'Champion vs Champion' trend in BPO and its implications for the industry.
Don't miss out on these crucial insights that could redefine your business strategy and customer engagement approach. Listen, learn, and let's discuss! Your thoughts and experiences matter.
If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.Please check us out at expiviausa.com, or email us at info@expivia.net!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
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