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, 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
Escuchar el último episodio:
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 his leadership at Expivia, where he expanded the team to over 600 professionals, and his innovative work at OttoQA, Tom shares advanced methods that enhance operational efficiency and elevate customer satisfaction.
Explore the latest trends, tools, and best practices reshaping service desks across industries.
Whether you aim to optimize your current operations or completely transform your service approach, this episode offers expert advice and actionable insights to propel you to the forefront of industry excellence.
If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Episodios anteriores
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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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180 - TikTok Live- What I Would Ask Your Call Center Staff if ConsultingMon, 06 Feb 2023
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179 - TikTok AMA Episode- Hiring, Analytics, Games to Play and MoreThu, 02 Feb 2023
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178 - Setting up a High End Contact Center (On the Cheap)!Mon, 23 Jan 2023
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177 - Unique Uses for ChatGPT Ai in the Contact CenterThu, 12 Jan 2023
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176 - Using Data to Route Calls in Your Contact CenterWed, 28 Dec 2022
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175 - Lets Talk Airline Customer Service 'Mageddon!Wed, 28 Dec 2022
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174 - Ultimate Guide for Outsourcing Your Contact Center!Thu, 22 Dec 2022
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173 - Setting Up a Weekly Call Center Agent ReviewWed, 14 Dec 2022
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172 - Three Technology Predictions for the Call Center in 2023Tue, 29 Nov 2022
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171 - Games in the Call Center, Necessary or JuvenileTue, 22 Nov 2022
