Advice from a Call Center Geek!

EXPLORE

Society & Culture

Religion & Spirituality

© 2024 PodJoint

https://is1-ssl.mzstatic.com/image/thumb/Podcasts211/v4/f7/23/3f/f7233f7a-cff5-b800-08fc-e3b3613d83ef/mza_10865557884628827385.jpg/600x600bb.jpg

Advice from a Call Center Geek!

Thomas Laird

241 episodes

1 month ago

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 com...

Show more...

All content for Advice from a Call Center Geek! is the property of Thomas Laird and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

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 com...

Show more...

Episodes (20/241)

Advice from a Call Center Geek!

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. Tom Laird’s 100% USA-based, AI-powered contact center. As t...

2 weeks ago

26 minutes

Advice from a Call Center Geek!

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 CCa...

1 month ago

18 minutes

Advice from a Call Center Geek!

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 ...

2 months ago

23 minutes

Advice from a Call Center Geek!

The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center

Send us a text EPISODE 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 these surveys, yet companies continue making major strategic decisions based on this minuscul...

2 months ago

25 minutes

Advice from a Call Center Geek!

Beyond AHT and SLA: How to Measure Success in AI-Powered Contact Centers

Send us a text Traditional 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 measurement framework required for AI-powered contact centers. We'll dissect traditional metrics, introduce ...

3 months ago

20 minutes

Advice from a Call Center Geek!

Contact Center Coaching 2.0 -Turning QA Insights into Agent Coaching Gold

Send us a text Most 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.com for real-time coaching insights ✅ How micro-coaching leads to faster, more effective agen...

4 months ago

24 minutes

Advice from a Call Center Geek!

Beyond Words: Measuring AI Empathy Through Impact

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 what empathy really means in customer interactions.We'll explore practical examples from call centers where AI ha...

4 months ago

18 minutes

Advice from a Call Center Geek!

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

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, how to build your roadmap for 2025. We're unpacking real implementation stories, revealing common pitf...

5 months ago

33 minutes

Advice from a Call Center Geek!

2025 Predictions for CX and the Contact Center Industry

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 space? What new challenges and opportunities await contact centers in 2025? Join us as we break down our expert...

5 months ago

26 minutes

Advice from a Call Center Geek!

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

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 capabilities and innovations shaping next-gen outsourcing.If you're planning to outsource your contact center op...

5 months ago

21 minutes

Advice from a Call Center Geek!

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

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 beyond traditional scoring models, driving smarter evaluations, and creating better customer outcome...

6 months ago

31 minutes

Advice from a Call Center Geek!

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

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 you're looking to optimize staffing, fine-tune your processes, or leverage AI tools to manage the madn...

6 months ago

17 minutes

Advice from a Call Center Geek!

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

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 Systems, smart integrations, and agent-level AI tools can deliver immediate ROI. Whether you're facing chal...

8 months ago

27 minutes

Advice from a Call Center Geek!

Unmasking False Hustle: Revolutionizing Customer Experience

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 ground up. We’ll explore how to strike the perfect balance between the efficiency of AI and the irreplaceable human ...

9 months ago

30 minutes

Advice from a Call Center Geek!

Calming Irate Customer Interactions: 5 Proven Techniques

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 Interruption BusterThe Ownership ApproachThe Reframing TechniqueThe Calm Questioning MethodLearn how to diffuse tensio...

10 months ago

24 minutes

Advice from a Call Center Geek!

What Technology does a World Class 2024 Contact Center Have?

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 revolutionizing the way top companies interact with their customers. Whether you're a business owner lo...

10 months ago

24 minutes

Advice from a Call Center Geek!

Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All

Send us a textThe 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 anyone running a contact center. Discover exceptional, AI-driven contact center outsourcing with Expivi...

11 months ago

29 minutes

Advice from a Call Center Geek!

Everything We Learned from Starting An AI CX Company - OttoQa

Send us a text 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 transforming quality assurance, and tips for aspiring entrepreneurs. Whether you're a CX professional, tec...

11 months ago

20 minutes

Advice from a Call Center Geek!

Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms

Send us a textWhat 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 interaction insights. With the collective wisdom from examining hundreds of QA forms, we’ll...

1 year ago

25 minutes

Advice from a Call Center Geek!

How You Can QA Contact Center Calls Using ChatGPT (Desktop)

Send us a textIn 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 accuracy, with standards reaching 96-97.5%. Learn the nuances of differentiating between sales ...

1 year ago

16 minutes