Advice from a Call Center Geek!

Thomas Laird
  • 4.8 (68)
  • MARKETING
  • UPDATED WEEKLY

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! 

  1. JAN 8

    Why You Should Not be Scoring 100% of Your QA Calls

    Send us a text Most contact centers still believe scoring more calls means better QA. It doesn’t. In this episode, we start with the Law of Large Numbers and break down why scoring 100% of calls doesn’t give you better insight. It just gives you more work. We talk about where the push for full coverage really comes from. Fear. Compliance pressure. Old spreadsheet thinking. And why that mindset quietly hurts coaching, accuracy, and confidence. We also cover what the data actually shows, how statistical sampling works in the real world, where AI helps and where it doesn’t, and what QA should really be optimizing for. If your QA program feels busy but not effective, this episode will make you rethink how many calls you really need to score.  Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.  Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.  Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.  Click here: expiviadigital.com 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 OttoQA: try.ottoqa.com Expivia: Expiviausa.com

    19 min

  2. 12/17/2025

    Dear Santa: Here is the AI Contact Center Tools We Actually Want!

    Send us a text This episode is my AI Christmas wish list for CCaaS.  Not toys.  Not buzzwords.  The real AI tools contact centers should already have but don’t. Everyone is focused on making AI talk to customers.  That’s missing the point.  AI in CX isn’t supposed to just talk. It’s supposed to run the contact center.  I break down the biggest opportunities CCaaS platforms are skipping, from AI flow builders you can prompt in plain English, to real-time workforce orchestration, predictive routing that replaces “next available agent,” dashboards built instantly by prompt, in-call coaching that actually helps agents in the moment, and real-time billing with zero surprises.  This is a wish list, but it’s not fantasy.  This is practical, achievable AI that would make life easier for the people running the floor every day. If you’re tired of AI demos that look good but don’t change operations, this episode is for you.  All I want for Christmas is CCaaS AI that actually works.  Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.  Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.  Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.  Click here: expiviadigital.com 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 OttoQA: try.ottoqa.com Expivia: Expiviausa.com

    31 min

  3. 10/03/2025

    Inside Expivia Digital and the State of Contact Center Technology

    Send us a text Join us for an inside look at Expivia Digital and the current state of contact center technology. We share our 30-year journey from running contact centers to consulting on CCaaS platform selection, AI quality assurance, and NICE CXone implementations. As members of NICE's Executive Advisory Board, we discuss the biggest trends shaping the industry in 2025: usage-based pricing, AI automation, agent experience, and how to cut through vendor promises to find technology that actually delivers ROI. Whether you're evaluating platforms, implementing AI, or trying to optimize your current stack - this is the real talk contact center leaders need to hear. Come check us out at Expiviadigital.com  Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.  Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.  Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.  Click here: expiviadigital.com 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 OttoQA: try.ottoqa.com Expivia: Expiviausa.com

    13 min

  4. 08/18/2025

    Keep Call Centers In America Act- The Truth

    Send us a text  In this episode, we dig into the Keep Call Centers in America Act and uncover the truth behind the headlines. On the surface, it sounds like a patriotic move to keep jobs here in the U.S., but when you look closer, the story gets more complicated.  We break down what the bill actually says, how it could affect American contact centers, and why the reality isn’t as simple as politicians make it sound. We also share our perspective on what really drives growth for U.S. call centers and why legislation alone won’t solve the bigger challenges.  If you care about the future of American contact center jobs and want the straight truth without the spin, this episode is for you.   Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.  Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.  Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.  Click here: expiviadigital.com 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 OttoQA: try.ottoqa.com Expivia: Expiviausa.com

    15 min

  5. 06/26/2025

    Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions

    Send us a text This episode sounds as good as it gets — huge thanks to Christopher Irwin-Dudek, VP of Marketing Communications at NICE, for joining me. We dive into a wide-ranging conversation covering: The new leadership vision at NICE and what it means for the futureWhether NICE sees itself as a CCaaS platform, an AI powerhouse, or bothThe evolving role of major CRMs in the contact center AI landscapeAnd a whole lot more behind-the-scenes insight from one of the most influential CX tech companies out thereIf you're in the contact center, customer experience, or enterprise tech space, this is a must-listen. Don’t miss it.  Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.  Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.  Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.  Click here: expiviadigital.com 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 OttoQA: try.ottoqa.com Expivia: Expiviausa.com

    15 min

  6. 05/29/2025

    Listen to This Before You Build or Buy an AI Auto QA Platform

    Send us a text  Everyone’s rushing to add Auto QA. But most are thinking too small. In this episode, I break down what most platforms get wrong, why scoring calls is just the beginning, and what to look for if you actually want impact, not just another dashboard.  Before you build your own or sign a contract, listen to this. It’ll change how you see QA, coaching, and the real future of AI in your contact center.   Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.  Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.  Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.  Click here: expiviadigital.com 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 OttoQA: try.ottoqa.com Expivia: Expiviausa.com

    27 min

  7. 04/17/2025

    2025 Geek Gauge CCaaS Rankings!

    Send us a text In this episode of the Advice from a Call Center Geek podcast, we unveil our highly anticipated 2025 Geek Gauge CCaaS Rankings.  We break down the comprehensive analysis of the top 19 Contact Center as a Service platforms, showing which vendors truly lead the pack in 2025.  Using a groundbreaking approach that combines ChatGPT's analytical capabilities with Deep Research, we've evaluated each platform across 18 critical criteria.  Whether you're considering a CCaaS migration, evaluating your current vendor, or just keeping tabs on the industry, this vendor-neutral assessment provides the clarity you need to make informed decisions.  From AI capabilities to cost transparency, integration ecosystems to operational excellence try to cover it all.  Don't miss this essential guide to the current CCaaS landscape, where technology meets practical real-world application through the eyes of AI.   Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.  Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.  Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.  Click here: expiviadigital.com 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 OttoQA: try.ottoqa.com Expivia: Expiviausa.com

    18 min

  8. 04/03/2025

    What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP

    Send us a text In 2025, outsourcing isn’t just about price, it’s about AI, partnership, tech, and long-term CX strategy.  In this episode, Tom Laird breaks down exactly what to look for in a modern contact center outsourcing partner and how to build an RFP that separates real CX tech players from the fluff. From AI expectations and data transparency to platform flexibility and agent experience, this is your blueprint for setting the bar higher and finding a partner who can actually meet it.  Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.  Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.  Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.  Click here: expiviadigital.com 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 OttoQA: try.ottoqa.com Expivia: Expiviausa.com

    23 min
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4.8
out of 5
68 Ratings

About

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! 

Information

  • Creator
    Thomas Laird
  • Years Active
    2018 - 2026
  • Episodes
    245
  • Rating
    Explicit
  • Copyright
    © 2026 Advice from a Call Center Geek!
  • Show Website
    Advice from a Call Center Geek!

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