170 episodes

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!

Advice from a Call Center Geek‪!‬ Thomas Laird

    • Business
    • 4.9 • 65 Ratings

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!

    Three Technology Predictions for the Call Center in 2023

    Three Technology Predictions for the Call Center in 2023

    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.
    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: 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

    • 16 min
    Games in the Call Center, Necessary or Juvenile

    Games in the Call Center, Necessary or Juvenile

    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.



    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: 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

    • 17 min
    Personal and Business Branding 101- How I Do it

    Personal and Business Branding 101- How I Do it

    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 advance your personal brand.

    I hope that this episode inspires you to start your branding or take it to the next level.
    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: 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

    • 57 min
    Three Pillars of Call Center and Contact Center Metrics

    Three Pillars of Call Center and Contact Center Metrics

    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 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 private Linkedin/Discord group just for holders.
    Private AMA and Webinars just for holders.
    One 30-minute staff training session / AMA on any contact center topic you would like me and my staff to talk about.
    Drawing once a year for access to Veecon (1/25 chance) and dinner with me and the staff at the show.
    Free ACG Hoodies/Tshirts
    Whatever else we can think of to add value.
    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: 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

    • 16 min
    Call Center Geek NFT Project is LIVE!

    Call Center Geek NFT Project is LIVE!

    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 private Linkedin/Discord group just for holders.
    Private AMA and Webinars are just for holders.
    One 30-minute staff training session / AMA on any contact center topic you would like me and my staff to talk about.
    Drawing once a year for access to Veecon (1/25 chance) and dinner with me and the staff at the show.
    Free ACG Hoodies/Tshirts
    Whatever else we can think of to add value.
    We will have 5 Tokens as well called Mentor Tokens that cost .75 Eth.  These come with all of the above PLUS 30-minute video calls once a month with me to help in any way I can with your contact center.


    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: 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

    • 10 min
    Discussion with Nick Corso, Community Success Lead at Veefriends (Gary Vee NFT Project)

    Discussion with Nick Corso, Community Success Lead at Veefriends (Gary Vee NFT Project)

    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.

    Great discussion on topics such as:

    Can you explain what Veefriends is and how you got involved?
    Take us through a normal day in what a moderator does.

    Do you as a moderator define the culture of the community, or do the members do that?

    Do you see a role for more interaction channels than just primarily IM?

    Do you track influencers and bad actors in the community?

    What is the policy for when you act on someone in the community causing issues?

    Talk about training for mods?

    Where do you see the concept of community moving to, discord really was not meant for this.

    How are you seeing brands moderate community compared to an inde project?

    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.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel
    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: 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

    • 36 min

Customer Reviews

4.9 out of 5
65 Ratings

65 Ratings

ASobering ,

So Much Value! 🔥

Whether you’re well established in the world of call centers, or just getting started, this is a must-listen podcast for you! Tom does an incredible job of leading conversations that cover a huge breadth of topics related to the ins and outs of customer support, operations, training, and more. Highly recommend listening and subscribing!

CarlXKenzo215 ,

Great Content

Advice From Call Center Geek Podcast is my go to for all Call Center Content. From the individual Rep up to CEO of the Call Center, there’s information to help you grow and as a Manager I found the information invaluable.

mcone5104 ,

Great non-intimidating help for the uninitiated

I was looking to take in some additional know how on Contact Centers as I prepared to start a new role and Tom made it easy and approachable. I appreciate his candid perspective!

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