217 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!

    Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies

    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

    • 32 min
    Creating an AI Roadmap for Your Contact Center from the Ground Up!

    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

    • 46 min
    2024 CX, AI, and Contact Center Predictions

    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

    • 29 min
    Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers

    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

    • 16 min
    AI Tools in CX: The Truth about ROI

    AI Tools in CX: The Truth about ROI

    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 carefully assess the real value and applicability of AI solutions in their operations.
    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

    • 23 min
    Navigating the Technology Maze for Small Contact Centers: A Practical Guide

    Navigating the Technology Maze for Small Contact Centers: A Practical Guide

    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 Small Contact Centers:
    We focus on contact centers with under 100 seats, discussing how to select the right tools without getting overwhelmed by sales pitches for unnecessary tech.

    Practical Advice:
    We offer actionable insights on platforms suitable for different sizes of contact centers, from micro setups to those nearing 100 seats. This includes a detailed look at CCaaS and UCaaS platforms, and when each is appropriate.

    Budget-Friendly Solutions:
    We discuss cost-effective alternatives for quality
    assurance, knowledge management, and other essential tools, emphasizing the use of AI and tools like ChatGPT to automate processes.

    Hardware Recommendations: 
    Practical tips on choosing computers, headsets, and operating systems that offer the best value for money.
    This episode is not just about technology trends; it's about making informed decisions that truly benefit your contact center. Tune in for an insightful journey through the maze of contact center tech!


    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

    • 24 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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