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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 operations, hiring, culture, technology, and training while having fun doing it! 


Last Episode Date: 8 May 2024

Total Episodes: 221

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8 May 2024
How You Can QA Contact Center Calls Using ChatGPT (Desktop)

Send us a Text Message.In 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 p...

16 min
29 April 2024
Exposed: The Unvarnished Truth About AI Deployment in Contact Centers

Send us a Text Message.Are 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...

22 min
25 April 2024
Will Auto QA Platforms End the Era of Traditional CX Analytics?

Send us a Text Message.Tune 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 Aut...

19 min
15 April 2024
Tips to Disrupt your Service Desk with Technology and Tactics

Send us a Text Message.Join 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 hi...

47 min
22 February 2024
Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies

Send us a Text Message.Dive 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 me...

32 min
12 February 2024
Creating an AI Roadmap for Your Contact Center from the Ground Up!

Send us a Text Message.This 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 ...

46 min
1 February 2024
2024 CX, AI, and Contact Center Predictions

Send us a Text Message.As 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 the...

29 min
21 December 2023
Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers

Send us a Text Message.Join 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 l...

16 min
14 December 2023
AI Tools in CX: The Truth about ROI

Send us a Text Message.This 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 criti...

23 min
11 December 2023
Navigating the Technology Maze for Small Contact Centers: A Practical Guide

Send us a Text Message.Welcome 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 sea...

24 min
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