Advice from a Call Center Geek! – Détails, épisodes et analyse

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Advice from a Call Center Geek!

Thomas Laird

Business & Entrepreneuriat

Technologie

Fréquence : 1 épisode/10j. Total Éps: 247

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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🇨🇦 Canada - marketing
31/07/2026
#78
🇨🇦 Canada - marketing
02/06/2026
#84
🇨🇦 Canada - marketing
01/06/2026
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🇨🇦 Canada - marketing
24/02/2026
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🇨🇦 Canada - marketing
04/02/2026
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🇫🇷 France - marketing
18/01/2026
#75
🇫🇷 France - marketing
17/01/2026
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🇫🇷 France - marketing
16/01/2026
#34
🇨🇦 Canada - marketing
10/01/2026
#98
🇨🇦 Canada - marketing
09/01/2026
#62

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Liens partagés entre épisodes et podcasts

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https://www.linkedin.com/groups/9041993/
605 partages
https://www.linkedin.com/in/tlairdexpivia/
243 partages
https://linkedin.com/in/tlairdexpivia/
18 partages

https://www.tiktok.com/@callcenter_geek
520 partages

https://www.youtube.com/channel/UCuIMsfiynnK02IKwPZZmxmg?
355 partages
https://youtu.be/Kg9O9rDpBY0
2 partages
https://youtu.be/f3VFttZ_Nlw
1 partage

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Score global : 68%

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Unmasking False Hustle: Revolutionizing Customer Experience

Saison 1 · Épisode 227

vendredi 6 septembre 2024 • Durée 30:11

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Join 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 touch.

Tune in for:

Practical strategies to improve your contact center
Real-world examples of CX transformation
Actionable advice to make your customer service a genuine powerhouse of satisfaction and loyalty

Whether you're a contact center pro or just curious about the future of CX, this conversation is one you won’t want to miss

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.com

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

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Calming Irate Customer Interactions: 5 Proven Techniques

Saison 1 · Épisode 226

vendredi 9 août 2024 • Durée 24:47

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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 Combo
The Interruption Buster
The Ownership Approach
The Reframing Technique
The Calm Questioning Method

Learn how to diffuse tension, regain control of the conversation, and turn frustrated customers into satisfied ones. Packed with real-world examples and practical tips, this episode is a must-listen for anyone looking to elevate their customer service game. Tune in to transform the way you handle difficult customer interactions!

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.com

Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies

Saison 1 · Épisode 217

jeudi 22 février 2024 • Durée 32:07

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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 methodologies from our extensive experience directly to you, focusing on the art and science of crafting effective prompts for QA automation.

Explore a rich discussion on both the fundamental and advanced strategies that have revolutionized our approach to prompts. This episode is designed not just to share knowledge but to inspire action. We encourage listeners to experiment with these techniques in their operations, building confidence in the technology and its application before making any significant investments or deployments.

Whether you're aiming to refine your CX prompting strategies or are curious about their potential to transform your service center, this podcast serves as your guide to unlocking the power of effective prompting. Join us in discovering the methods that have not only propelled our journey forward but also have the potential to redefine the landscape of customer service excellence.

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.com

My Contact Center Employees Ask Me Anything

Saison 1 · Épisode 128

jeudi 11 novembre 2021 • Durée 15:03

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I am always thinking about how can my contact center be different? How can we have better quality, how can we as management engage our employees better?

One of the thoughts that I had when I was out sick with Covid, was doing a Reddit style Ask Me Anything (AMA) and having all the employees do just that, and me anything they want.

It was AWESOME!

So many times we just assume that people understand why we do what we do, why this policy is in effect, why we don't allow that. If we dont explain then may times there is the assumpltion of "thats just how it's always been done" or " they just want to be mean", or even "that makes no sense!"

This allowed me to explain questions, policies, procedures, and topics that I did t realize needed to be discussed in more depth. It was a great experience and really enhanced our corporate communication culture.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

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.

When Covid Hits Home in Your Contact Center- Perceptions, Reality, and Mandates

Saison 1 · Épisode 126

vendredi 5 novembre 2021 • Durée 17:40

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This episode is a little different than what we normally do, much more personal. 10 days before recording this, I tested positive for covid, this at a time when Covid has hit our Expivia contact center family petty hard, much harder than in 2020.

I want to give you my perspective on how I dealt with this and how it changed my perception of my WFH agents and my thought process on dealing with agents, even WFH agents that test positive. This was a big wake-up call for me.

I also want to talk through the vaccine mandate that will be coming into play for many of us the first week of January, how we are dealing with team members that don't want to get vaccinated, policies that we are having to put in place, and just overall how we are dealing with the mandate.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

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:

Are you Ready for Customer Experience 3.0 Metaverse, AR, VR, and CX

jeudi 21 octobre 2021 • Durée 17:29

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One of my roles as the CEO here at Expivia, is to make calls on where I see technology and CX intersect to try to position us to be ahead of the curve.

Facebook (at the time of this recording) just announced they are changing their name. The name is a small piece of what they are doing. One of the largest companies in the world is changing its entire business model to focus on the Metaverse. This should open all of our eyes as tho what is coming, it definitely opened mine.

In this episode, we look at customer experience how the metaverse, VR, AR, and some other newer platforms coming to play in Customer Experience 3.0

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

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.com

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: Linkedin Group: Watch us:

Our Contact Centers Covid Evolution- Engagement to Technology

Saison 1 · Épisode 124

vendredi 15 octobre 2021 • Durée 17:48

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Covid had changed the way many of us operate our contact centers. In this episode of "Advice from a Call Center Geek!" we take a look back at where we were and all the policies, procedures we changed, the technology we now utilize, and the engagement that we have evolved.

This is a great episode for you to take a look at your internal operation and see what areas you can improve with all the changes in the workforce and technology we have all seen.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

If you would like to appear on "Advice from a Call Center Geek! make sure you shoot tom an email at tlaird@expivia.net!

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.com

Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: Linkedin Group: Watch us:

Your Ultimate Contact Center Outsourcing Guide

Saison 1 · Épisode 123

jeudi 7 octobre 2021 • Durée 26:49

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The Ultimate Guide To Contact Center Outsourcing Episode...we created it!
This episode of "Advice from a Call Center Geek!" is designed to give you everything you need before you outsource.

What to look out for, what to negotiate, pricing... it's all here.

This episode will give you everything you need to make the right decision about outsourcing (or not to outsource) your contact center.

We also have a full downloadable guide that goes into even more depth that you can find here:
Ultimate Guide to Contact Center Outsourcing!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

If you would like to appear on "Advice from a Call Center Geek! make sure you shoot tom an email at tlaird@expivia.net!

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.

Official "Advice from a Call Center Geek!" SLA Benchmarking Episode

Saison 1 · Épisode 122

mardi 21 septembre 2021 • Durée 11:29

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What should your service level KPI's be in your contact center?

In this episode, the voice of the Geek, Tom Laird, gives the "official" "Advice from a Call Center Geek!" SLA benchmarks for Voice, Chat, Email, QA, and Sentiment.

Let the arguing begin!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

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.com

Top 10 Customer Service Skills of the Best Call Center Agents- Team Building Exercise

Saison 1 · Épisode 121

vendredi 17 septembre 2021 • Durée 15:44

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In this week's episode, we take a look at a really cool team-building exercise that I have done here at Expivia. We sat down with some of our management and HR team and tried to discuss the top 10 customer service skills that an associate would need to be a world-class agent.

The discussion was lively and fun! Every organization will have a different set of ten, but going through this exercise you really were able to see what some of your management most value and what are they missing as well.

Well worth the time and effort to go through this exercise.

Once you do, make sure you post your top 10 on LinkedIn with the #callcentergeektop10

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633

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.com

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Advice from a Call Center Geek! – Détails, épisodes et analyse

Détails du podcast

Classements récents

Apple Podcasts

Spotify

Liens partagés entre épisodes et podcasts

LinkedIn22

Tik Tok1

Youtube3

Qualité et score du flux RSS

Historique des publications

Derniers épisodes publiés

Podcasts et contenus similaires

Podcasts Similaires Basées sur le Contenu

Podcasts Similaires Basées sur le Contenu

LinkedIn22

Tik Tok1

Youtube3

Apple Podcasts

Spotify