Advice from a Call Center Geek!

Hosted by Thomas Laird

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Episodes

247

Latest episode

Jun 2026

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EN-US

About the show

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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60 recent

June 11, 2026Episode 24722 min

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. This is when and why AI in your contact center stops being optional. You’ll need it just to handle the sheer volume of bots coming at you.So the question becomes whether you have an AI front door. Something that can answer these calls, do the basic triage, and hand off to a human only when it actually needs one.You can still have human service for human callers but you will need Ai to handle the Ai. IMO Sla will become less and less of a core metric as bots will wait in queue and won’t care. How we operate will change too. All you centers with retention lines and agents. How do you downsell or save a bot told to cancel?And it’s going to be really bad at first. Customers will not be happy with the bot outcomes. They will call you back to try to fix. It will get better but it’s going to be a rocky start. Volume are going up. This is one of the main things we’re thinking about at Expivia. And it’s exactly what we’re getting ready to help our BPO customers handle.The bots are coming. The centers that planned for them win. The ones that didn’t get buried. Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. Click here:expiviadigital.comFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelOttoQA: try.ottoqa.comExpivia: Expiviausa.com

March 4, 2026Episode 24617 min

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 your scorecard on day one, what "false hustle" questions are and why they're killing your QA program, why most AI QA companies won't publish their accuracy rate, how statistical sampling means you don't need to score 100% of calls, why human QA evaluators disagree 30 to 40% of the time and how AI fixes that, how aggregate data turns QA from a scoring exercise into a real coaching tool, and the REDO feature we built at OttoQA that lets agents practice failed calls with an AI customer.30 years of contact center operations. 2 years of building an AI QA platform. This is what I know. Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. Click here:expiviadigital.comFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelOttoQA: try.ottoqa.comExpivia: Expiviausa.com

January 8, 2026Episode 24519 min

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 quietly hurts coaching, accuracy, and confidence.We also cover what the data actually shows, how statistical sampling works in the real world, where AI helps and where it doesn’t, and what QA should really be optimizing for.If your QA program feels busy but not effective, this episode will make you rethink how many calls you really need to score. Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. Click here:expiviadigital.comFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelOttoQA: try.ottoqa.comExpivia: Expiviausa.com

December 17, 2025Episode 24431 min

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 builders you can prompt in plain English, to real-time workforce orchestration, predictive routing that replaces “next available agent,” dashboards built instantly by prompt, in-call coaching that actually helps agents in the moment, and real-time billing with zero surprises. This is a wish list, but it’s not fantasy. This is practical, achievable AI that would make life easier for the people running the floor every day. If you’re tired of AI demos that look good but don’t change operations, this episode is for you. All I want for Christmas is CCaaS AI that actually works. Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. Click here:expiviadigital.comFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelOttoQA: try.ottoqa.comExpivia: Expiviausa.com

October 3, 2025Episode 24313 min

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, AI automation, agent experience, and how to cut through vendor promises to find technology that actually delivers ROI. Whether you're evaluating platforms, implementing AI, or trying to optimize your current stack - this is the real talk contact center leaders need to hear.Come check us out at Expiviadigital.com Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. Click here:expiviadigital.comFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelOttoQA: try.ottoqa.comExpivia: Expiviausa.com

August 18, 2025Episode 24215 min

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 politicians make it sound. We also share our perspective on what really drives growth for U.S. call centers and why legislation alone won’t solve the bigger challenges. If you care about the future of American contact center jobs and want the straight truth without the spin, this episode is for you.  Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. Click here:expiviadigital.comFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelOttoQA: try.ottoqa.comExpivia: Expiviausa.com

June 26, 2025Episode 24115 min

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 landscapeAnd a whole lot more behind-the-scenes insight from one of the most influential CX tech companies out thereIf you're in the contact center, customer experience, or enterprise tech space, this is a must-listen. Don’t miss it. Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. Click here:expiviadigital.comFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelOttoQA: try.ottoqa.comExpivia: Expiviausa.com

May 29, 2025Episode 24026 min

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 contact center.  Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. Click here:expiviadigital.comFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelOttoQA: try.ottoqa.comExpivia: Expiviausa.com

April 17, 2025Episode 23918 min

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've evaluated each platform across 18 critical criteria. Whether you're considering a CCaaS migration, evaluating your current vendor, or just keeping tabs on the industry, this vendor-neutral assessment provides the clarity you need to make informed decisions. From AI capabilities to cost transparency, integration ecosystems to operational excellence try to cover it all. Don't miss this essential guide to the current CCaaS landscape, where technology meets practical real-world application through the eyes of AI.  Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. Click here:expiviadigital.comFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelOttoQA: try.ottoqa.comExpivia: Expiviausa.com

April 3, 2025Episode 23823 min

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, this is your blueprint for setting the bar higher and finding a partner who can actually meet it. Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. Click here:expiviadigital.comFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelOttoQA: try.ottoqa.comExpivia: Expiviausa.com

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