Advice from a Call Center Geek!
Thomas Laird
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!
Categorias: Tecnología
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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...
Episodios anteriores
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230 - 𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀Tue, 01 Oct 2024
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229 - Unmasking False Hustle: Revolutionizing Customer ExperienceFri, 06 Sep 2024
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228 - Calming Irate Customer Interactions: 5 Proven TechniquesFri, 09 Aug 2024
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227 - What Technology does a World Class 2024 Contact Center Have?Thu, 01 Aug 2024
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226 - Adapting to the Future of Contact Center Outsourcing- Lessons Learned for AllMon, 08 Jul 2024
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225 - Everything We Learned from Starting An AI CX Company - OttoQaFri, 21 Jun 2024
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224 - Mastering QA: Crafting the Perfect Contact Center Quality Assurance FormsWed, 29 May 2024
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223 - How You Can QA Contact Center Calls Using ChatGPT (Desktop)Wed, 08 May 2024
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222 - Exposed: The Unvarnished Truth About AI Deployment in Contact CentersMon, 29 Apr 2024
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221 - Will Auto QA Platforms End the Era of Traditional CX Analytics?Thu, 25 Apr 2024
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220 - Tips to Disrupt your Service Desk with Technology and TacticsMon, 15 Apr 2024
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219 - Unlocking the Power of Prompts: Enhancing CX QA with Proven StrategiesThu, 22 Feb 2024
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218 - Creating an AI Roadmap for Your Contact Center from the Ground Up!Mon, 12 Feb 2024
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217 - 2024 CX, AI, and Contact Center PredictionsThu, 01 Feb 2024
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216 - Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call CentersThu, 21 Dec 2023
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215 - AI Tools in CX: The Truth about ROIThu, 14 Dec 2023
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214 - Navigating the Technology Maze for Small Contact Centers: A Practical GuideMon, 11 Dec 2023
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213 - Contact Center Management, Hiring, Ratios and More- Effective Contact Center ManagementTue, 21 Nov 2023
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212 - Best CcaaS Providers 2023-2024!Thu, 16 Nov 2023
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211 - The AI Transformation: A New Era for Business Process OutsourcingThu, 09 Nov 2023
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210 - Linkedin AMA Episode: Implementing AI into Your Contact Center Wisely- What To Do FirstTue, 07 Nov 2023
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209 - "The Room Where it Happened" Special Episode!- Navigating the Future of Customer ServiceThu, 02 Nov 2023
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208 - Rethinking Contact Center Outsourcing (BPO) in the Age of AITue, 10 Oct 2023
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207 - A Deep Dive into the World of AI & Human Interaction with Deepdesk CEO Robbert DijkstraTue, 10 Oct 2023
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206 - The Power Merge: Analyzing Nice's Game-Changing Purchase of LiveVoxWed, 04 Oct 2023
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205 - Evolution of Contact Centers: Modern Strategies for Managing PR and Recall CrisesThu, 28 Sep 2023
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204 - 10 ChatGPT Prompts to Fully Automate Your Contact Center QAFri, 08 Sep 2023
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203 - Under 50 Seats and Using Spreadsheets for QA- MUST LISTENWed, 30 Aug 2023
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202 - Best ChatGPT Prompts to Improve Your Contact Center!Tue, 22 Aug 2023
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201 - QA/AI Showdown: Chris Mounce from Evaluagent & Tom Laird Unmask AI's Reality in QAThu, 10 Aug 2023
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200 - CX Rockstar and Influencer James Dodkins Joins ACG for an LIVE AMA!Wed, 02 Aug 2023
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199 - How to Automate Your Contact Center QA with Ai!Mon, 31 Jul 2023
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198 - Transforming Your Contact Center: Effective Strategies for Cultural ChangeWed, 19 Jul 2023
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197 - The Evolution of AI in Reshaping the Contact Center Tools of TodayMon, 10 Jul 2023
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196 - Decoding the Call Center Menu: A Tasty Guide to Metrics and KPIs- Must Listen for all New Contact Center Managers!Mon, 03 Jul 2023
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195 - Elevating Call Center Performance: Top Coaching Methods and Techniques for Agent SuccessWed, 21 Jun 2023
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194 - Ask Me Anything (AMA) LinkedIn Audio Event: Analytics, Interactive Voice Response (IVR) Routing, Best Practices, and Transitioning to the CloudTue, 13 Jun 2023
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193 - NICE Interaction 2023 Talk- 10 Ways to Disrupt your Contact Center using Technology and TacticsFri, 09 Jun 2023
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192 - 10 Tips to Disrupt Your Contact Center With Technology and TacticsWed, 10 May 2023
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191 - Thoughts and Take Aways from the Call and Contact Center Expo: What is Real as it Relates to AI?Mon, 01 May 2023
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190 - Elevating Contact Center QA with EvaluAgent: Effective Scorecards & Expert Coaching Insights featuring QA Pro Chris MounceMon, 17 Apr 2023
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189 - Unlocking Social Media Success: Tips for B2B Sales & Personal Branding in Business and in the Contact Center WorldWed, 12 Apr 2023
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188 - Deconstructing the "Wow" Experience: Redefining Excellence in Contact CentersMon, 03 Apr 2023
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187 - Beyond Chatbots: Unlocking ChatGPT's Power in Contact CentersMon, 27 Mar 2023
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186 - Ideas for Setting up a Contact Center Management Trainee ProgramMon, 20 Mar 2023
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185 - Improving your Call Center and Contact Center Agent CoachingMon, 13 Mar 2023
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184 - 5 Ways to Improve the Tone of your Contact Center Agents!Mon, 06 Mar 2023
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183 - BPO Financial Benchmarking Report with Eric Crouse- Partner Kommit & CompanyMon, 27 Feb 2023
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182 - Building out an AI Contact Center the Right Way with a Bonus AMA!Tue, 14 Feb 2023
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181 - How to Implement the Blockchain into your Contact Center- Conversation with Shelli Ryan- CX and Blockchain ExpertThu, 09 Feb 2023
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