94 episodes

Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. We discuss topics such as call center operations, hiring, culture, technology, and training and have fun doing it! Please post a review on Itunes if you find our podcast of value. This will help us reach as many Call Center Geek as possible!#callcenter #contactcenter #CX #custserv #callcentergeekwww.expiviausa.comIf you enjoy listening to the podcast then come and interact with all of us! Join the "Advice from a Call Center Geek Community" on Facebook today. You can ask questions and learn from the entire Call Center Geek community!

Advice from a Call Center Geek! Thomas Laird

    • Marketing
    • 4.8 • 54 Ratings

Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. We discuss topics such as call center operations, hiring, culture, technology, and training and have fun doing it! Please post a review on Itunes if you find our podcast of value. This will help us reach as many Call Center Geek as possible!#callcenter #contactcenter #CX #custserv #callcentergeekwww.expiviausa.comIf you enjoy listening to the podcast then come and interact with all of us! Join the "Advice from a Call Center Geek Community" on Facebook today. You can ask questions and learn from the entire Call Center Geek community!

    7 Tips to Make Black Friday Run Smoothly in Your Contact Center

    7 Tips to Make Black Friday Run Smoothly in Your Contact Center

    Tips to Make Black Friday Run Smoothly in Your Contact Center

    • 12 min
    10 Unique Use Cases for Speech Analytics

    10 Unique Use Cases for Speech Analytics

    10 Unique Use Cases for Speech Analytics

    • 20 min
    Five Call Center and Customer Service Trends for 2021

    Five Call Center and Customer Service Trends for 2021

    In this episode we talk about the top five trends that we see in the industry and how we plan on using them to our advantage.

    • 19 min
    Using Live or Recorded Calls and How To Run a Calibration Session

    Using Live or Recorded Calls and How To Run a Calibration Session

    Using Live or Recorded Calls and How To Run a Calibration Session

    • 19 min
    Community Q/A- Two Separate Teams for Voice and Chat or One Integrated Teams?

    Community Q/A- Two Separate Teams for Voice and Chat or One Integrated Teams?

    Should you keep them separate or should you cross train and integrate all the reps with all the channels?

    • 7 min
    What is Skills-Based Routing and How/Why Do Call Centers Use It?

    What is Skills-Based Routing and How/Why Do Call Centers Use It?

    What is Skills-Based Routing and How/Why Do Call Centers Use It?

    • 6 min

Customer Reviews

4.8 out of 5
54 Ratings

54 Ratings

chrisglico ,

Raising the Contact Center Industry Tides

Tom is a great resource for information for all things related to contact center, customer experience, and associate engagement. He freely shares his experience and “war wounds” in a clear and easy to understand manner. Even if you don’t run a call center, there is valuable information in the podcasts on how to manage teams and think outside the box, which is needed now more than ever!

Mrmhendrix ,

All about sharing knowledge from experience

This podcast is a classic ‘I just want to share what I know’. The host grew up in the contact center industry and obviously combined reality with a vision of what his company could become. He shares lots of people management ideas he’s used in the past and discusses how he’s keeping his business relevant in today’s economy.

Bob Hiler ,

The podcast is useful even for those who don’t run a call center

I’ve enjoyed listening to Thomas’ podcast, even though I don’t run a call center. I am interested in using a call center to make outbound phone calls to prospects who have scheduled a call. I found Thomas’ podcast and book very helpful, particularly the “Sales Done the Right Way in Your Call Center” episode. 5 stars.

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