Advice from a Call Center Geek!

Jan 23 2025 234 ep. 22 mins 14
Advice from a Call Center Geek! Podcast artwork

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! 

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Beyond Words: Measuring AI Empathy Through Impact

Jan 23 2025 18 mins  
Send us a textIn 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

Let's Get Real: The True Story of AI in CX & Your 2025 Game Plan

Jan 13 2025 33 mins  
Send us a textTired 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 importantly,

2025 Predictions for CX and the Contact Center Industry

Dec 30 2024 26 mins  
Send us a textAs 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 spa

The Future of Contact Center Outsourcing: What to Expect in 2025

Dec 18 2024 21 mins  
Send us a text(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 advanced

The Future of QA: Why AI is a Game-Changer for Contact Center Quality in 2025

Dec 04 2024 31 mins  
Send us a text 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 be

Mastering Black Friday and Cyber Monday: Your Ultimate Contact Center Superbowl Playbook

Nov 20 2024 17 mins  
Send us a text 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

𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀

Oct 01 2024 27 mins  
Send us a textIn 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 Syst

Unmasking False Hustle: Revolutionizing Customer Experience

Sep 06 2024 30 mins  
Send us a textJoin 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 g

Calming Irate Customer Interactions: 5 Proven Techniques

Aug 09 2024 24 mins  
Send us a textIn 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 Interrupti

What Technology does a World Class 2024 Contact Center Have?

Aug 01 2024 24 mins  
Send us a text 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