Advice from a Call Center Geek!
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Advice from a Call Center Geek!
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 ope...
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Everything I Have Learned about Ai Powered QA
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Everything I've learned about AI QA after 2 years of building OttoQA and being one of the first companies to fully automate con...
Why You Should Not be Scoring 100% of Your QA Calls
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Most contact centers still believe scoring more calls means better QA.
It doesn’t.
In this episode, we start with t...
Dear Santa: Here is the AI Contact Center Tools We Actually Want!
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This episode is my AI Christmas wish list for CCaaS.
Not toys.
Not buzzwords.
The real AI tools contact ce...
Inside Expivia Digital and the State of Contact Center Technology
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Join us for an inside look at Expivia Digital and the current state of contact center technology. We share our 30-year journey...
Keep Call Centers In America Act- The Truth
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In this episode, we dig into the Keep Call Centers in America Act and uncover the truth behind the headlines. On the surface,...
Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions
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This episode sounds as good as it gets — huge thanks to Christopher Irwin-Dudek, VP of Marketing Communications at NICE, for jo...
Listen to This Before You Build or Buy an AI Auto QA Platform
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Everyone’s rushing to add Auto QA. But most are thinking too small. In this episode, I break down what most platforms get wron...
2025 Geek Gauge CCaaS Rankings!
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In this episode of the Advice from a Call Center Geek podcast, we unveil our highly anticipated 2025 Geek Gauge CCaaS Rankings....
What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP
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In 2025, outsourcing isn’t just about price, it’s about AI, partnership, tech, and long-term CX strategy.
In this episod...
The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center
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EPISODE DESCRIPTION:
Are your post-call surveys actually providing meaningful insights, or just creating a dangero...
Beyond AHT and SLA: How to Measure Success in AI-Powered Contact Centers
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Traditional contact center metrics like Average Handle Time and Customer Satisfaction scores have served the industry well for...
Contact Center Coaching 2.0 -Turning QA Insights into Agent Coaching Gold
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Most QA programs score agents but don’t actually develop them—and that’s the problem. In this episode, we break down how to mov...
Beyond Words: Measuring AI Empathy Through Impact
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In this thought-provoking episode of Advice from a Call Center Geek, we dive deep into one of the most contested questions in c...
Let's Get Real: The True Story of AI in CX & Your 2025 Game Plan
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Tired of the AI hype cycle? In this straight-shooting episode, we're diving into what's actually happening with AI in customer...
2025 Predictions for CX and the Contact Center Industry
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As we wrap up another year, it's time for our highly anticipated ACG 2025 Predictions Episode! In this special forecast, we'll...
The Future of Contact Center Outsourcing: What to Expect in 2025
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(I apologize for the poor audio on this episode, we had a mic failure, but the content is awesome so I hope you still find valu...
The Future of QA: Why AI is a Game-Changer for Contact Center Quality in 2025
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The way contact centers approach Quality Assurance is undergoing a major transformation, and AI is at the heart of it.
...
Mastering Black Friday and Cyber Monday: Your Ultimate Contact Center Superbowl Playbook
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Black Friday and Cyber Monday are almost here, bringing the year's biggest sales rush! For contact centers, this is the Super...
𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀
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In this episode of ACG, we explore how small and medium-sized businesses can harness authentic artificial intelligence to trans...
Unmasking False Hustle: Revolutionizing Customer Experience
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Join me for an exciting episode where I take a deep dive into the heart of my latest book, False Hustle. Many contact centers a...
Calming Irate Customer Interactions: 5 Proven Techniques
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In this episode of "Advice from a Call Center Geek," we dive into the challenging world of dealing with angry customers.
...
What Technology does a World Class 2024 Contact Center Have?
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Did you ever ask yourself what the high-end contact centers are doing differently? In this ACGpodcast, we dive deep into the c...
Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All
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The contact center industry is evolving, and with that evolution, contact centers of all types are starting to learn valuable l...
Everything We Learned from Starting An AI CX Company - OttoQa
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Join us as we dive into the journey of founding and growing OttoQa, a cutting-edge AI-powered Customer Experience (CX) company...
Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms
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What if you could transform your call center’s efficiency and agent performance overnight? This episode guarantees you’ll walk...
How You Can QA Contact Center Calls Using ChatGPT (Desktop)
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In this ACG episode, we dive into the transformative impact of AI on customer service QA. Hosted by Tom Laird, the CEO of Expi...
Exposed: The Unvarnished Truth About AI Deployment in Contact Centers
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Are you overwhelmed by the relentless push to overhaul your contact center with AI? Let's clear the air about the real impact o...
Will Auto QA Platforms End the Era of Traditional CX Analytics?
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Tune into our latest ACG podcast episode, "Will Auto QA Platforms End the Era of Traditional CX Analytics?" where we dive into...
Tips to Disrupt your Service Desk with Technology and Tactics
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Join Tom in this insightful podcast episode recorded at the HDI Philly event held at Princeton University.
Delve...
Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies
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Dive into the transformative journey of OttoQa, where we've uncovered the profound impact of prompts in elevating customer expe...
Creating an AI Roadmap for Your Contact Center from the Ground Up!
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This podcast is based on the presentation I delivered in Miami at the "CX Under the Sun Event" to more than 100 CX professional...
2024 CX, AI, and Contact Center Predictions
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As we step into 2024, the realms of Customer Experience (CX), Artificial Intelligence (AI), and contact centers are poised at t...
Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers
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Join me, Tom Laird, and John Coulter from Five Star Call Centers, as we journey into a conversation on "Advice from a Call Cent...
AI Tools in CX: The Truth about ROI
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This podcast episode of "Advice from a Call Center Geek", titled "AI Tools in CX: The Truth about ROI," delves into the practic...
Navigating the Technology Maze for Small Contact Centers: A Practical Guide
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Welcome back to "Advice from a Call Center Geek," the podcast dedicated to enhancing your contact center operations! In today's...
Contact Center Management, Hiring, Ratios and More- Effective Contact Center Management
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In this episode of "Advice from a Call Center Geek," we jump into expert tips for setting up a successful contact center, drawi...
Best CcaaS Providers 2023-2024!
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In this episode of "Advice from a Call Center Geek," we dive into a topic that's known for stirring up plenty of debates and st...
The AI Transformation: A New Era for Business Process Outsourcing
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Imagine navigating the rapid changes in the Business Process Outsourcing (BPO) industry with the help of Artificial Intelligenc...
Linkedin AMA Episode: Implementing AI into Your Contact Center Wisely- What To Do First
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This episode is less theory and more "What you need to do!"
This audio recording is from the LinkedIn Audio Event we host...
"The Room Where it Happened" Special Episode!- Navigating the Future of Customer Service
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𝙏𝙝𝙚 𝙍𝙤𝙤𝙢 𝙒𝙝𝙚𝙧𝙚 𝙄𝙩 𝙃𝙖𝙥𝙥𝙚𝙣𝙚𝙙"
NICE's remarkable team flew Tom to New Jersey at the White Eagle Hall, to step into "The Roo...