Advice from a Call Center Geek!
Advice from a Call Center Geek is a weekly podcast focused on call center and contact center topics. Host Tom Laird, CEO of Expivia Interaction Marketing and OttoQa, and ICMI Top 25 thought leader, discusses operations, hiring, culture, technology, and training. The show aims to be informative and fun.
Episodes
AI Customer Bots Are Coming to You Call Center!
Send us Fan MailThe onslaught of customer AI agents.In the next 9 to 12 months, your customer will be able to say “hey Siri, call my subscription company and cancel my plan, then chat with the ABC airline and move my flight from Tuesday to Wednesday.”The AI agent launches the call or chat. It acts on their behalf.Think about what that does to your cx volume. Interactions are going to skyrocket. Th
Everything I Have Learned about Ai Powered QA
Send us Fan MailEverything I've learned about AI QA after 2 years of building OttoQA and being one of the first companies to fully automate contact center quality assurance with AI.I'm breaking down the biggest lessons, the biggest mistakes I see people making, and what actually works when you're implementing AI powered QA in a contact center.I cover why you should never reinvent yo
Why You Should Not be Scoring 100% of Your QA Calls
Send us Fan MailMost 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 quie
Dear Santa: Here is the AI Contact Center Tools We Actually Want!
Send us Fan MailThis 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 bu
Inside Expivia Digital and the State of Contact Center Technology
Send us Fan MailJoin 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
Keep Call Centers In America Act- The Truth
Send us Fan Mail 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 politic
Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions
Send us Fan MailThis 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 land
Listen to This Before You Build or Buy an AI Auto QA Platform
Send us Fan Mail 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
2025 Geek Gauge CCaaS Rankings!
Send us Fan MailIn 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&apo
What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP
Send us Fan MailIn 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, thi
The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center
Send us Fan MailEPISODE DESCRIPTION:Are your post-call surveys actually providing meaningful insights, or just creating a dangerous illusion of customer understanding?In this eye-opening episode of Advice from a Call Center Geek, we tackle the uncomfortable truth about those NPS and CSAT metrics your executive team loves so much. The shocking reality? Only 1 in 20 customers actually completes thes
Beyond AHT and SLA: How to Measure Success in AI-Powered Contact Centers
Send us Fan MailTraditional contact center metrics like Average Handle Time and Customer Satisfaction scores have served the industry well for decades. But as AI transforms how we serve customers, through virtual agents, agent assistance tools, auto-quality assurance, and intelligent summarization, yesterday's KPIs are no longer enough.In this groundbreaking episode, we explore the new measur
Contact Center Coaching 2.0 -Turning QA Insights into Agent Coaching Gold
Send us Fan MailMost QA programs score agents but don’t actually develop them—and that’s the problem. In this episode, we break down how to move beyond compliance-based QA and use real call insights to coach smarter, faster, and better.You’ll learn:✅ Why high QA scores don’t always mean high performance✅ How to shift from traditional QA to coaching-driven QA✅ The power of Auto QA tools like OttoQa
Beyond Words: Measuring AI Empathy Through Impact
Send us Fan MailIn this thought-provoking episode of Advice from a Call Center Geek, we dive deep into one of the most contested questions in customer service technology:Can artificial intelligence truly demonstrate empathy, and how do we meaningfully measure it? While tech companies tout their AI's emotional intelligence capabilities, we'll cut through the marketing hype to examine what
Let's Get Real: The True Story of AI in CX & Your 2025 Game Plan
Send us Fan MailTired of the AI hype cycle? In this straight-shooting episode, we're diving into what's actually happening with AI in customer experience operations right now. Not what vendors are promising, not what futurists are predicting, but the real deal from someone in the trenches. You'll discover what's genuinely working, what's still smoke and mirrors, and most i
2025 Predictions for CX and the Contact Center Industry
Send us Fan MailAs we wrap up another year, it's time for our highly anticipated ACG 2025 Predictions Episode! In this special forecast, we'll dive deep into the future of technology and customer experience, sharing valuable insights from the entire Expivia team. What groundbreaking technologies will reshape the CX landscape? How will AI continue to evolve in the customer service space?
The Future of Contact Center Outsourcing: What to Expect in 2025
Send us Fan Mail(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 value!)In this episode of the ACG podcast we explore the future of contact center outsourcing in 2025. We dive into what a modern BPO RFP should include, moving beyond buzzwords like 'white glove service' and 'scalability' to focus on the ad
The Future of QA: Why AI is a Game-Changer for Contact Center Quality in 2025
Send us Fan Mail The way contact centers approach Quality Assurance is undergoing a major transformation, and AI is at the heart of it. In this episode, we explore how advanced tools are enabling intent analysis, uncovering customer behavior patterns, and streamlining QA processes to deliver more meaningful insights. Learn how solutions like OttoQa are helping contact centers move beyond tradition
Mastering Black Friday and Cyber Monday: Your Ultimate Contact Center Superbowl Playbook
Send us Fan Mail Black Friday and Cyber Monday are almost here, bringing the year's biggest sales rush! For contact centers, this is the Super Bowl of customer service, and preparation is everything. In this episode of ACG, we dive into updated best practices to help your team stay ahead, deliver exceptional customer experiences, and handle the holiday sales frenzy like pros. Whether you&apos
𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀
Send us Fan MailIn this episode of ACG, we explore how small and medium-sized businesses can harness authentic artificial intelligence to transform their contact centers without overspending. With a flood of so-called "AI" products in the market, we help you distinguish genuine solutions from the fakes to ensure you're investing wisely. Learn how focusing on Knowledge Management Sys
Unmasking False Hustle: Revolutionizing Customer Experience
Send us Fan MailJoin me for an exciting episode where I take a deep dive into the heart of my latest book, False Hustle. Many contact centers and CX leaders are unknowingly sabotaging their own success by focusing on misguided efforts to appear productive.In this episode, I’ll be sharing insights on how to break the cycle of false hustle and transform customer experience from the ground up. We’ll
Calming Irate Customer Interactions: 5 Proven Techniques
Send us Fan MailIn this episode of "Advice from a Call Center Geek," we dive into the challenging world of dealing with angry customers. Discover five powerful, actionable techniques that can transform heated interactions into opportunities for building customer loyalty. Perfect for contact center managers and agents alike, this episode covers:The Empathy + Action ComboThe Interruption B
What Technology does a World Class 2024 Contact Center Have?
Send us Fan Mail Did you ever ask yourself what the high-end contact centers are doing differently? In this ACGpodcast, we dive deep into the cutting-edge technologies that set elite customer service operations apart from the rest. This is how we are developing our strategic plan for Expivia.From AI-powered chatbots to advanced analytics, we explore the tools and strategies that are revolutionizin
Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All
Send us Fan MailThe contact center industry is evolving, and with that evolution, contact centers of all types are starting to learn valuable lessons.In this episode, we'll dive into how the BPO landscape is changing, what these changes mean for customers, and the latest AI tools you should be asking for in your outsourcing RFPs.Don’t let the title fool you, this episode is essential for anyo
Everything We Learned from Starting An AI CX Company - OttoQa
Send us Fan Mail Join us as we dive into the journey of founding and growing OttoQa, a cutting-edge AI-powered Customer Experience (CX) company. In this episode, we'll share our firsthand experiences, lessons learned, and the challenges we faced in building a fully automated QA platform. Discover the strategies and insights that helped us innovate in the CX industry, the role of AI in transfo
Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms
Send us Fan MailWhat if you could transform your call center’s efficiency and agent performance overnight? This episode guarantees you’ll walk away with actionable insights on crafting the ultimate QA forms for both voice and chat channels. We’ll guide you on defining the crucial goals for your QA forms, such as enhancing agent performance, ensuring compliance, and extracting valuable customer in
How You Can QA Contact Center Calls Using ChatGPT (Desktop)
Send us Fan MailIn this ACG episode, we dive into the transformative impact of AI on customer service QA. Hosted by Tom Laird, the CEO of Expivia Interaction Marketing Group and OttoQa, this session explores how ChatGPT and Claude 3 enhance call analysis and agent performance monitoring. Discover effective system prompting and its role in refining quality assurance for consistency and high accura
Exposed: The Unvarnished Truth About AI Deployment in Contact Centers
Send us Fan MailAre you overwhelmed by the relentless push to overhaul your contact center with AI? Let's clear the air about the real impact of AI in this industry. My recent talks reveal a surprising fact: many companies are not rushing into AI as believed. In reality, few have a detailed plan or have started implementation.Join me in a practical journey as we create a roadmap for incorpora
Will Auto QA Platforms End the Era of Traditional CX Analytics?
Send us Fan MailTune into our latest ACG podcast episode, "Will Auto QA Platforms End the Era of Traditional CX Analytics?" where we dive into the world of customer experience analytics. We’ll explore and compare the tools and techniques behind both Auto QA platforms and traditional analytics methods. This friendly chat is packed with insights about how each approach handles customer da
Tips to Disrupt your Service Desk with Technology and Tactics
Send us Fan MailJoin Tom in this insightful podcast episode recorded at the HDI Philly event held at Princeton University. Delve into groundbreaking strategies and cutting-edge technologies, including AI, to revolutionize your service desk operations. Drawing from his leadership at Expivia, where he expanded the team to over 600 professionals, and his innovative work at OttoQA, Tom shares advanced
Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies
Send us Fan MailDive 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 auto
Creating an AI Roadmap for Your Contact Center from the Ground Up!
Send us Fan MailThis 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 wit
2024 CX, AI, and Contact Center Predictions
Send us Fan MailAs 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. Through Expivia Digital, Tom w
Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers
Send us Fan MailJoin 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 revolu
AI Tools in CX: The Truth about ROI
Send us Fan MailThis 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 t
Navigating the Technology Maze for Small Contact Centers: A Practical Guide
Send us Fan MailWelcome 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 C
Contact Center Management, Hiring, Ratios and More- Effective Contact Center Management
Send us Fan MailIn this episode of "Advice from a Call Center Geek," we jump into expert tips for setting up a successful contact center, drawing from our experiences at Expivia.Learn about optimal team structures, effective management ratios, and strategies that foster efficiency and customer satisfaction. This episode is a treasure trove for anyone looking to enhance their contact cent
Best CcaaS Providers 2023-2024!
Send us Fan MailIn this episode of "Advice from a Call Center Geek," we dive into a topic that's known for stirring up plenty of debates and strong feelings: CcaaS platforms. I'm eager to offer my perspective on what's happening in the world of these providers right now. We'll explore the various aspects that make this topic so controversial and why opinions vary wide
The AI Transformation: A New Era for Business Process Outsourcing
Send us Fan MailImagine navigating the rapid changes in the Business Process Outsourcing (BPO) industry with the help of Artificial Intelligence (AI). How do BPOs need to adapt and evolve to stay competitive in this AI-driven landscape? That's what we're discussing in this enlightening episode, drawing insights from a seminar at the Google campus and exploring the potential of technology
Linkedin AMA Episode: Implementing AI into Your Contact Center Wisely- What To Do First
Send us Fan MailThis episode is less theory and more "What you need to do!"This audio recording is from the LinkedIn Audio Event we hosted on Friday, November 3, 2023. It's an in-depth discussion that covers all the preliminary steps you should consider before embarking on your journey into Artificial Intelligence. We also explore the various tools that can significantly enhance you
"The Room Where it Happened" Special Episode!- Navigating the Future of Customer Service
Send us Fan Mail𝙏𝙝𝙚 𝙍𝙤𝙤𝙢 𝙒𝙝𝙚𝙧𝙚 𝙄𝙩 𝙃𝙖𝙥𝙥𝙚𝙣𝙚𝙙"NICE's remarkable team flew Tom to New Jersey at the White Eagle Hall, to step into "The Room Where It Happened," their exclusive video series that casts a spotlight on the pulse and prospects of Customer Experience (CX). There, Tom's own audio narrative brought to life what we regard as one of our most compelling podcast episode
Rethinking Contact Center Outsourcing (BPO) in the Age of AI
Send us Fan MailIn this episode of Advice from a Call Center Geek, we take you into the keynote speech that Tom gave at the Google Complex in Boulder Colorado to a group of contact center outsourcing company leaders which was sponsored by NICE, Google, and Outsource Consultants.We've transitioned Expivia from just being a "contact center outsourcer" to embracing our role as a "
A Deep Dive into the World of AI & Human Interaction with Deepdesk CEO Robbert Dijkstra
Send us Fan MailReady for a peek into the AI-driven future of contact centers? Dive in with our special guest, Robbert Dijkstra of Deepdesk. Discover how AI transforms both the agent and customer experience in digital mediums like chat. Robbert shares how automation not only boosts productivity but also reduces repetitive tasks for agents.Grasp the crucial role of data in shaping large language mo
The Power Merge: Analyzing Nice's Game-Changing Purchase of LiveVox
Send us Fan MailHere is a quick min-pod on some initial thoughts on the 350 million dollar purchase of LiveVox by NICE.This is essentially a union of two firms where one's strengths balance out the other's limitations.The Cxone Dialer is mediocre, and certainly not a standout in the industry, whereas CXone continues to be the industry front-runner for inbound CcaaS.On the other hand, Liv
Evolution of Contact Centers: Modern Strategies for Managing PR and Recall Crises
Send us Fan MailReady to transform crisis into opportunity? In this episode, we promise to arm you with practical strategies and cutting-edge tools to navigate the choppy waters of crisis management in contact centers. We use our insights and experiences to illuminate the potential of modern Customer Experience tools to mitigate such crises. With our guidance, you'll learn about setting up mi
10 ChatGPT Prompts to Fully Automate Your Contact Center QA
Send us Fan MailReady to unlock the secrets of automated QA in your contact center? This episode is brimming with insights about using chatGPT to revolutionize your QA, promising to transform how you approach your work. We walk side by side with you, through the labyrinth of user accounts and databases, right up to crafting prompts for a form from a client. Ever wondered how to ask the most effect
Under 50 Seats and Using Spreadsheets for QA- MUST LISTEN
Send us Fan MailDive into our mini podcast on our new value add OttoQA! Discover how we're reshaping the landscape of QA for call centers with fewer than 50 agents. Say goodbye to spreadsheet hassles and embrace AI-driven efficiency. Plus, find out how you can become an integral part of our journey as an Alpha and Beta partner. Don't miss this quick but informative listen. Through E
Best ChatGPT Prompts to Improve Your Contact Center!
Send us Fan MailIn "Revolutionizing Call Centers with ChatGPT Prompts," we unveil the power of AI in redefining call center operations. This episode is a goldmine for managers and supervisors, as we share the best prompts to optimize and streamline your operations.Dive deep with us into the crux of Overall Operations to decipher key performance metrics and understand their implications.
QA/AI Showdown: Chris Mounce from Evaluagent & Tom Laird Unmask AI's Reality in QA
Send us Fan MailEpisode 200!Dive into the evolving landscape of AI in the contact center QA space with our next Advice from a Call Center Geek podcast! Chris Mounce of EvaluAgent® returns to go head-to-head with our host Tom Laird in a riveting debate. Can AI truly automate scorecards, or are we still testing the waters? How do we ensure quality in AI-powered QA, and how should we interpret and le
CX Rockstar and Influencer James Dodkins Joins ACG for an LIVE AMA!
Send us Fan MailEnvision a reality where Artificial Intelligence (AI) commandeers your customer service. Consider AI not merely conducting routine transactions but also enhancing intricate and emotionally nuanced dialogues with your customers.Is this a far-off dream or a prevailing reality?We dive into this and much more in our recent "Advice from a Call Center Geek!" podcast episode wit
How to Automate Your Contact Center QA with Ai!
Send us Fan MailEver wondered how your contact center could save significant costs while keeping up with the QA process? Brace yourself for an enlightening discussion and AMA where we unravel the potential of AI in transforming Quality Assurance in your contact center. We'll take you through our early journey of automating QA processes, sharing our experiments with chat GPT and how its possib
Transforming Your Contact Center: Effective Strategies for Cultural Change
Send us Fan MailYou are just a click away from transforming your contact center from a drab workspace to a vibrant one; come join me, Tom Laird, as we revolutionize your call center experience. I promise to share the secrets to creating a positive and effort-driven culture, where attitude and effort outweigh resumes. I'm excited to share insights from my own journey of managing a contact cent
The Evolution of AI in Reshaping the Contact Center Tools of Today
Send us Fan MailImagine having the power to reshape customer experience in your call center with artificial intelligence. What if you could emulate the behaviour of your most effective agents, optimize IVR, manage workforces, and even facilitate self-service with AI? Get ready to explore how AI is transforming the world of customer service, as we delve into these possibilities and much more. From
Decoding the Call Center Menu: A Tasty Guide to Metrics and KPIs- Must Listen for all New Contact Center Managers!
Send us Fan MailEver wondered how the hustle and bustle of your favorite restaurant correlates with the operations of a call center? Picture yourself at a bustling eatery as we break down the ins and outs of call center metrics in relatable terms. We’ll be interpreting essential terms like incoming calls, cue calls, and abandoned calls in an easy-to-digest format, perfect for those just venturing
Elevating Call Center Performance: Top Coaching Methods and Techniques for Agent Success
Send us Fan MailAre you struggling with coaching your call center agents effectively? Join us as we explore five popular coaching methods and share personal experiences on how to structure agent coaching sessions for maximum results. With insights on the GROW method, the Oscar method, and more, you'll learn how to help your agents take control of their calls and elevate their performance.This
Ask Me Anything (AMA) LinkedIn Audio Event: Analytics, Interactive Voice Response (IVR) Routing, Best Practices, and Transitioning to the Cloud
Send us Fan MailThis episode of ACG was taken from the Linkedin Live Audio Even that we did with followers on June 13, 2023.Some of the topics brought up were:What is the internal lift to implement tools like speech analytics?Plusses and minuses of moving to the cloud?What ratios should contact center management be?What are some of the best practices for routing in the IVR?What are some of the ove
NICE Interaction 2023 Talk- 10 Ways to Disrupt your Contact Center using Technology and Tactics
Send us Fan MailReady for a game-changing episode that will skyrocket your contact center's customer experience? Join us as we unveil 10 tips on maximizing your platform, from leveraging analytics to engaging your employees in creative ways.Discover the power of using an effort multiplier to incentivize attendance and workforce intelligence to keep your service levels top-notch. We'll s
10 Tips to Disrupt Your Contact Center With Technology and Tactics
Send us Fan MailHubie Brown is a renowned basketball coach known for his impactful strategies and insight. When I attended one of his clinics, the title was "Cool Things I Want to Talk About to Help You With Your Teams." It featured 10 random, yet valuable, pieces of advice to improve a team's performance.As I prepare my live talks for this spring and summer, I've decided to cr
Thoughts and Take Aways from the Call and Contact Center Expo: What is Real as it Relates to AI?
Send us Fan MailJoin us in this episode as we reflect on our learnings from the Call and Contact Center Expo. We delve into the realities of AI in the contact center industry, discussing key trends, innovations, and insights from my conversations with industry leaders and companies. We explore what's genuinely feasible with AI, the challenges in adoption, and why we may still have a ways to g
Elevating Contact Center QA with EvaluAgent: Effective Scorecards & Expert Coaching Insights featuring QA Pro Chris Mounce
Send us Fan MailIn this episode of Advice from a Call Center Geek, we dive deep into the world of contact center quality assurance with QA expert, Chris Mounce from EvaluAgent.Together, we explore the crucial do's and don'ts of designing effective contact center scorecards, offering valuable insights on the development of comprehensive and meaningful metrics that accurately gauge agent p
Unlocking Social Media Success: Tips for B2B Sales & Personal Branding in Business and in the Contact Center World
Send us Fan MailIn this episode of Advice from a Call Center Geek, I share my insights and experiences on harnessing the power of TikTok and other social media platforms to boost B2B sales and personal branding within the call center and contact center industry. Drawing from my personal journey and learnings, I discuss proven strategies, valuable tips, and real-life examples to help you create eng
Deconstructing the "Wow" Experience: Redefining Excellence in Contact Centers
Send us Fan MailUnravel the mystery behind the "wow" factor in contact center customer service in our Advice from a Call Center Geek Episode, " Deconstructing the "Wow" Experience: Defining Excellence in Contact Centers." We'll discuss the pitfalls of "false hustle" and the significance of authentic communication, empathy, and active listening in buildi
Beyond Chatbots: Unlocking ChatGPT's Power in Contact Centers
Send us Fan Mail In this thought-provoking podcast episode, we venture beyond the traditional perception of AI and ChatGPT as mere chatbot tools, revealing their true potential to revolutionize the contact center industry in numerous ways. Discover 10 unique applications of ChatGPT that go far beyond customer interactions, touching on advanced training and onboarding for agents, creative problem-s
Ideas for Setting up a Contact Center Management Trainee Program
Send us Fan MailPost covid, with many of our staff WFH, we have rethought how we train and prepare our contact center middle management and agent supervisors to excel in their roles. In this episode, we talk about the new management trainee program that will be will be implementing to our staff later in 2023. We hope this gives you some ideas to help your management staff as well.1. Building out
Improving your Call Center and Contact Center Agent Coaching
Send us Fan MailIn this episode of "Advice from a Call Center Geek" Podcast, we look at 9-10 ways that you can improve the coaching culture of your contact center to create better agents and improve the customer experience.We also answer some questions that came in on Linkedin and TikTok Live! Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection
5 Ways to Improve the Tone of your Contact Center Agents!
Send us Fan MailWe all want a better CX, and doing that means we need to improve the tone of how we are interacting with customers. I have seen it many times when a customer calls a contact center and gets the desired outcome they needed, but because the tone was off on the call (indifference, bad word choice, talking over the customer...) the customer left the call with a negative feeling about
BPO Financial Benchmarking Report with Eric Crouse- Partner Kommit & Company
Send us Fan MailThis episode is for you if you are a BPO owner/operator. In this episode of ACG, we talk about benchmarking the financial aspects of your BPO, setting up your books for maximum valuation, multiples in the market, maximizing your BPO for an exit, and so much more.Every day, contact center BPOs are focused on many operational metrics or KPIs that describe how the center is performing
Building out an AI Contact Center the Right Way with a Bonus AMA!
Send us Fan MailOK, that was awesome.We did a Linkedin LIVE and a TikTok LIVE at the same time to record this podcast episode. The episode then turned into a crazy (in a good way) AMA with questions coming from both platforms.My 25-minute podcast ended up going about an hour. I love the questions, I think they provide much more value than just me yammering on about a topic.I wanted to give my thou
How to Implement the Blockchain into your Contact Center- Conversation with Shelli Ryan- CX and Blockchain Expert
Send us Fan MailOn this episode of Advice from a Call Center Geek, we bring together two of my passions, customer experience, and the blockchain. Shelli Ryan, APR, Fellow PRSA the founder/principle of the CX Block Chain Institute which is the worldwide authority focused on fulfilling blockchain for the CX (customer experience) industry talks about implementing the blockchain into your contact cent
TikTok Live- What I Would Ask Your Call Center Staff if Consulting
Send us Fan MailFor a sports team looking to improve, they routinely will bring in other coaches to do an internal self-scout to try to show where the weaknesses are and how to improve on those.This same concept should happen in your contact center at least once a year. Here are some of the questions that we would ask and start to work with your team on. You don't need a consultant for this
TikTok AMA Episode- Hiring, Analytics, Games to Play and More
Send us Fan MailThis episode was taken from our first TikTok Live AMA that we did. Followers sent us questions and we answered live on the spot!Some of the topics covered in the episode are hiring, games to play in the contact center, culture, sentiment, analytics, culture, and more.I really like these episodes as we get to cover a ton of different topics at once!Make sure you follow us on TikTon
Setting up a High End Contact Center (On the Cheap)!
Send us Fan MailIn this episode of Advice from a Call Center Geek, we look at all the tools that you need (and don't need) in setting up a high-end customer service contact center for the lowest amount of money possible while still not forgetting about quality.We talk about places you can save money by using or not using technology and look at all the things that you need to think about that
Unique Uses for ChatGPT Ai in the Contact Center
Send us Fan MailChatGPT has opened the eyes to what true AI may be capable of. In this episode of Advice from a Call Center Geek, we look beyond the "normal" uses cases of Ai uses in such tools as chatbots and analytics and think about some of the unique and "out there" uses cases for AI in the contact center and CX environment. Through Expivia Digital, Tom works with con
Using Data to Route Calls in Your Contact Center
Send us Fan MailIn this episode of Advice from a Call Center Geek, we look at some unique ways to route calls in your contact center using data and CRM integrations.Integrating your data and your telephony is a very cost-effective way to improve your customer experience.Some of the topics discussed are:Customer SegmentationWhat Data Sets to UseWorkforce IntelligenceVirtual Callbacks Through E
Lets Talk Airline Customer Service 'Mageddon!
Send us Fan MailIn this episode of Advice from a Call Center Geek, we take a hard look at what happened specifically with Southwest Airlines and the total customer service meltdown that occurred over Christmas '22.We also talk about infrastructure and tips and tactics to follow when your organization gets in an emergency heavy queue! Through Expivia Digital, Tom works with contact center
Ultimate Guide for Outsourcing Your Contact Center!
Send us Fan MailUltimate Guide to Contact Center Outsourcing EpisodeThis is one of the best episodes of value/content we have ever created.If you are looking to outsource your contact center this is a MUST listen.25 minutes of why you should outsource, why you shouldn't outsource, what are the red flags to watch out for, what you should expect to pay, what you should not pay for, the technolo
Setting Up a Weekly Call Center Agent Review
Send us Fan MailOne of the best ways we have been able to create stars in our contact center is by doing a weekly 15-minute agent review with our contact center agents. In this episode, we give you the five detailed steps in creating this in your contact center.ReviewAddressGoal PlanningProgressionDocumenting Through Expivia Digital, Tom works with contact center leaders on CCaaS platform se
Three Technology Predictions for the Call Center in 2023
Send us Fan MailIn 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. Through Expivia Digital, Tom works
Games in the Call Center, Necessary or Juvenile
Send us Fan MailMost 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
Personal and Business Branding 101- How I Do it
Send us Fan MailI 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 ma
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