x

75% of people globally want unbiased news (Pew Research) but are concerned they're not getting that.

Get balanced coverage with Symby. See how stories are covered across diverse outlets and spot when one side covers a story the other skips.

PODCAST

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!

business marketing

All Episodes

13:29

Inside Expivia Digital and the State of Contact...

Advice from a Call Center Geek! ·

2025/10/03

Send us a text Join 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 actua...

en-us

15:18

Keep Call Centers In America Act- The Truth

Advice from a Call Center Geek! ·

2025/08/18

Send us a text 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....

en-us

14:57

Inside NiCE: Strategy, AI, and the Future of CX-...

Advice from a Call Center Geek! ·

2025/06/26

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...

en-us

26:26

Listen to This Before You Build or Buy an AI Auto QA...

Advice from a Call Center Geek! ·

2025/05/29

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...

en-us

18:24

2025 Geek Gauge CCaaS Rankings!

Advice from a Call Center Geek! ·

2025/04/17

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...

en-us

23:23

What to Demand from Your 2025 Outsourcing Partner-...

Advice from a Call Center Geek! ·

2025/04/03

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 ...

en-us

25:14

The Survey Delusion: Why NPS and CSAT Are Failing...

Advice from a Call Center Geek! ·

2025/03/26

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...

en-us

20:04

Beyond AHT and SLA: How to Measure Success in...

Advice from a Call Center Geek! ·

2025/02/24

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 ...

en-us

24:46

Contact Center Coaching 2.0 -Turning QA Insights into...

Advice from a Call Center Geek! ·

2025/02/05

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...

en-us

18:31

Beyond Words: Measuring AI Empathy Through Impact

Advice from a Call Center Geek! ·

2025/01/23

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...

en-us

33:15

Let's Get Real: The True Story of AI in CX & Your...

Advice from a Call Center Geek! ·

2025/01/13

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...

en-us

26:33

2025 Predictions for CX and the Contact Center Industry

Advice from a Call Center Geek! ·

2024/12/30

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...

en-us

21:33

The Future of Contact Center Outsourcing: What to...

Advice from a Call Center Geek! ·

2024/12/18

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...

en-us

31:42

The Future of QA: Why AI is a Game-Changer for...

Advice from a Call Center Geek! ·

2024/12/04

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...

en-us

17:00

Mastering Black Friday and Cyber Monday: Your...

Advice from a Call Center Geek! ·

2024/11/20

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...

en-us

27:53

𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕...

Advice from a Call Center Geek! ·

2024/10/01

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...

en-us

30:10

Unmasking False Hustle: Revolutionizing Customer...

Advice from a Call Center Geek! ·

2024/09/06

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 ...

en-us

24:46

Calming Irate Customer Interactions: 5 Proven Techniques

Advice from a Call Center Geek! ·

2024/08/09

Send us a Text Message.In 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 diffu...

en-us

24:20

What Technology does a World Class 2024 Contact...

Advice from a Call Center Geek! ·

2024/08/01

Send us a Text Message. 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...

en-us

29:00

Adapting to the Future of Contact Center Outsourcing-...

Advice from a Call Center Geek! ·

2024/07/08

Send us a Text Message.The 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.If you are looking for USA outsourced customer service or sales sup...

en-us

243 results

Similar Podcasts

TaxTalent.com The Golden Rule Podcast

Adam Golden

TaxTalent.com Podcast

Tony Santiago

Handelsblatt Crime - spannende Streitfälle der deutschen Wirtschaft

Ina Karabasz, Solveig Gode, Sönke Iwersen

Deffner und Zschäpitz – Der Wirtschafts-Talk von WELT

WELT

Black Box - La scatola nera della finanza

Guido Brera e Gian Luca Comandini -...