Explore every episode of the podcast Advice from a Call Center Geek!
| Title | Pub. Date | Duration | |
|---|---|---|---|
| AI Customer Bots Are Coming to You Call Center! | 11 Jun 2026 | 00:22:49 | |
The onslaught of customer AI agents. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Everything I Have Learned about Ai Powered QA | 04 Mar 2026 | 00:17:12 | |
Everything 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.com
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Why You Should Not be Scoring 100% of Your QA Calls | 08 Jan 2026 | 00:19:20 | |
Most 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.com
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Dear Santa: Here is the AI Contact Center Tools We Actually Want! | 17 Dec 2025 | 00:31:24 | |
This 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.com
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Inside Expivia Digital and the State of Contact Center Technology | 03 Oct 2025 | 00:13:29 | |
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 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.com
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Keep Call Centers In America Act- The Truth | 18 Aug 2025 | 00:15:22 | |
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.com
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions | 26 Jun 2025 | 00:15:01 | |
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:
If 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.com
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Listen to This Before You Build or Buy an AI Auto QA Platform | 29 May 2025 | 00:26:30 | |
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.com
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| 2025 Geek Gauge CCaaS Rankings! | 17 Apr 2025 | 00:18:28 | |
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 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.com
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP | 03 Apr 2025 | 00:23:27 | |
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 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.com
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center | 26 Mar 2025 | 00:25:14 | |
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 minuscule, heavily biased sample. After examining the latest research and industry data, we're ready to challenge everything you thought you knew about customer feedback collection. This episode breaks down:
Whether you're a contact center director, CX professional, or operations manager, this episode delivers the wake-up call your customer experience strategy desperately needs. Stop making decisions based on feedback from just 5% of your customers and discover how to capture the complete voice of your customer base. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Beyond AHT and SLA: How to Measure Success in AI-Powered Contact Centers | 24 Feb 2025 | 00:20:04 | |
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 essential new KPIs for measuring AI effectiveness, and provide a practical roadmap for evolving your measurement approach. Whether you're just beginning your AI journey or already operating a sophisticated digital-first contact center, this episode delivers actionable insights on:
Join me as we redefine what success looks like in the age of AI-powered customer experience. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Contact Center Coaching 2.0 -Turning QA Insights into Agent Coaching Gold | 05 Feb 2025 | 00:24:46 | |
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: Stop grading agents and start developing them. Tune in and discover how to turn QA insights into coaching gold! 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Beyond Words: Measuring AI Empathy Through Impact | 23 Jan 2025 | 00:18:32 | |
In 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: We'll explore practical examples from call centers where AI handles emotionally charged situations, comparing them with human responses to similar scenarios. Rather than accepting the binary "AI can/cannot be empathetic" debate, we'll examine the nuanced reality of how AI systems process and respond to emotional cues. This episode challenges both AI skeptics and enthusiasts to reconsider their assumptions. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Let's Get Real: The True Story of AI in CX & Your 2025 Game Plan | 13 Jan 2025 | 00:33:16 | |
Tired 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.
Whether you're just starting your AI journey or trying to optimize your current operations, this episode gives you the unfiltered insights and actionable steps you need to move forward with confidence. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| 2025 Predictions for CX and the Contact Center Industry | 30 Dec 2024 | 00:26:33 | |
As 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. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| The Future of Contact Center Outsourcing: What to Expect in 2025 | 18 Dec 2024 | 00:21:33 | |
(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!) If you're planning to outsource your contact center operations, this session will provide actionable insights to help you make informed decisions and unlock the full potential of your partnerships. Don’t miss this opportunity to stay ahead in the evolving world of customer experience. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| The Future of QA: Why AI is a Game-Changer for Contact Center Quality in 2025 | 04 Dec 2024 | 00:31:43 | |
The way contact centers approach Quality Assurance is undergoing a major transformation, and AI is at the heart of 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.com
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Mastering Black Friday and Cyber Monday: Your Ultimate Contact Center Superbowl Playbook | 20 Nov 2024 | 00:17:00 | |
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. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| 𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀 | 01 Oct 2024 | 00:27:53 | |
In this episode of ACG, we explore how small and medium-sized businesses can harness authentic artificial intelligence to transform their contact centers without overspending.
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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Unmasking False Hustle: Revolutionizing Customer Experience | 06 Sep 2024 | 00:30:11 | |
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:
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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Calming Irate Customer Interactions: 5 Proven Techniques | 09 Aug 2024 | 00:24:47 | |
In this episode of "Advice from a Call Center Geek," we dive into the challenging world of dealing with angry customers.
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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| What Technology does a World Class 2024 Contact Center Have? | 01 Aug 2024 | 00:24:20 | |
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.
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All | 08 Jul 2024 | 00:29:04 | |
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. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Everything We Learned from Starting An AI CX Company - OttoQa | 21 Jun 2024 | 00:20:20 | |
Join us as we dive into the journey of founding and growing OttoQa, a cutting-edge AI-powered Customer Experience (CX) company. In this episode, we'll share our firsthand experiences, lessons learned, and the challenges we faced in building a fully automated QA platform. Discover the strategies and insights that helped us innovate in the CX industry, the role of AI in transforming quality assurance, and tips for aspiring entrepreneurs. Whether you're a CX professional, tech enthusiast, or entrepreneur, this podcast is packed with valuable takeaways to inspire and inform your journey. Tune in to explore the future of AI in CX with OttoQa! 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms | 29 May 2024 | 00:25:32 | |
What if you could transform your call center’s efficiency and agent performance overnight? This episode guarantees you’ll walk away with actionable insights on crafting the ultimate QA forms for both voice and chat channels. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| How You Can QA Contact Center Calls Using ChatGPT (Desktop) | 08 May 2024 | 00:16:08 | |
In this ACG episode, we dive into the transformative impact of AI on customer service QA. Hosted by Tom Laird, the CEO of Expivia Interaction Marketing Group and OttoQa, this session explores how ChatGPT and Claude 3 enhance call analysis and agent performance monitoring. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Exposed: The Unvarnished Truth About AI Deployment in Contact Centers | 29 Apr 2024 | 00:22:45 | |
Are you overwhelmed by the relentless push to overhaul your contact center with AI? Let's clear the air about the real impact of AI in this industry. Join me in a practical journey as we create a roadmap for incorporating technology thoughtfully 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.com
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Will Auto QA Platforms End the Era of Traditional CX Analytics? | 25 Apr 2024 | 00:19:26 | |
Tune into our latest ACG podcast episode, "Will Auto QA Platforms End the Era of Traditional CX Analytics?" where we dive into the world of customer experience analytics. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Tips to Disrupt your Service Desk with Technology and Tactics | 15 Apr 2024 | 00:47:54 | |
Join Tom in this insightful podcast episode recorded at the HDI Philly event held at Princeton University. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies | 22 Feb 2024 | 00:32:07 | |
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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Creating an AI Roadmap for Your Contact Center from the Ground Up! | 12 Feb 2024 | 00:46:44 | |
This podcast is based on the presentation I delivered in Miami at the "CX Under the Sun Event" to more than 100 CX professionals who are just beginning their journey with CX AI transformation. During the presentation, I share my views on what is considered "real" regarding AI in the current market, what to be cautious about, and how to initiate AI integration within your organizations. You won't find any unnecessary content or theoretical discussions here. It's all about the essential tools you should start exploring now and the reasons these tools need further development, regardless of what you might hear from AI technology providers. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| 2024 CX, AI, and Contact Center Predictions | 01 Feb 2024 | 00:29:37 | |
As we step into 2024, the realms of Customer Experience (CX), Artificial Intelligence (AI), and contact centers are poised at the brink of transformative change. Let's explore the exciting, realistic predictions that are shaping the future of these industries. These are part prediction and part wish list for what I would like 2024 to become. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers | 21 Dec 2023 | 00:16:23 | |
Join me, Tom Laird, and John Coulter from Five Star Call Centers, as we journey into a conversation on "Advice from a Call Center Geek." 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| AI Tools in CX: The Truth about ROI | 14 Dec 2023 | 00:23:19 | |
This podcast episode of "Advice from a Call Center Geek", titled "AI Tools in CX: The Truth about ROI," delves into the practical aspects and return on investment (ROI) of AI technologies in the context of contact centers. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Navigating the Technology Maze for Small Contact Centers: A Practical Guide | 11 Dec 2023 | 00:25:03 | |
Welcome back to "Advice from a Call Center Geek," the podcast dedicated to enhancing your contact center operations! In today's episode, we dive into the often confusing world of technology for small contact centers. With the holiday season approaching and AI becoming a buzzword, we aim to clarify and simplify your tech choices. Key Points Discussed: This episode is not just about technology trends; it's about making informed decisions that truly benefit your contact center. Tune in for an insightful journey through the maze of contact center tech! 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Contact Center Management, Hiring, Ratios and More- Effective Contact Center Management | 21 Nov 2023 | 00:20:44 | |
In this episode of "Advice from a Call Center Geek," we jump into expert tips for setting up a successful contact center, drawing from our experiences at Expivia. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Best CcaaS Providers 2023-2024! | 16 Nov 2023 | 00:23:14 | |
In this episode of "Advice from a Call Center Geek," we dive into a topic that's known for stirring up plenty of debates and strong feelings: CcaaS platforms. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| The AI Transformation: A New Era for Business Process Outsourcing | 09 Nov 2023 | 00:36:31 | |
Imagine navigating the rapid changes in the Business Process Outsourcing (BPO) industry with the help of Artificial Intelligence (AI). How do BPOs need to adapt and evolve to stay competitive in this AI-driven landscape? That's what we're discussing in this enlightening episode, drawing insights from a seminar at the Google campus and exploring the potential of technology to revolutionize contact centers. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Linkedin AMA Episode: Implementing AI into Your Contact Center Wisely- What To Do First | 07 Nov 2023 | 00:47:35 | |
This episode is less theory and more "What you need to do!" 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| "The Room Where it Happened" Special Episode!- Navigating the Future of Customer Service | 02 Nov 2023 | 00:41:43 | |
𝙏𝙝𝙚 𝙍𝙤𝙤𝙢 𝙒𝙝𝙚𝙧𝙚 𝙄𝙩 𝙃𝙖𝙥𝙥𝙚𝙣𝙚𝙙" In "The Room Where It Happened," our podcast dives into the transformative role of AI in contact centers, showcasing its capacity to streamline traditional roles and pave the way for innovative practices. Tom provides insight into the future of quality assurance and the unique opportunities AI presents for BPOs to differentiate themselves. The discussion culminates powerfully, drawing from Tom's tenure at Expivia, demonstrating how integrating AI with a focus on people can greatly enhance staff retention and customer relations, paralleling the influential outcomes crafted in history's most notable CX rooms. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Rethinking Contact Center Outsourcing (BPO) in the Age of AI | 10 Oct 2023 | 00:32:33 | |
In this episode of Advice from a Call Center Geek, we take you into the keynote speech that Tom gave at the Google Complex in Boulder Colorado to a group of contact center outsourcing company leaders which was sponsored by NICE, Google, and Outsource Consultants. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| A Deep Dive into the World of AI & Human Interaction with Deepdesk CEO Robbert Dijkstra | 10 Oct 2023 | 00:37:59 | |
Ready for a peek into the AI-driven future of contact centers? Dive in with our special guest, Robbert Dijkstra of Deepdesk. Discover how AI transforms both the agent and customer experience in digital mediums like chat. Robbert shares how automation not only boosts productivity but also reduces repetitive tasks for agents. Grasp the crucial role of data in shaping large language models. When integrated with customer interactions and context, the results are a stellar customer experience. Delve into the upcoming trends in language models for contact centers and the tech advancements businesses can embrace. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| The Power Merge: Analyzing Nice's Game-Changing Purchase of LiveVox | 04 Oct 2023 | 00:05:55 | |
Here is a quick min-pod on some initial thoughts on the 350 million dollar purchase of LiveVox by NICE. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Evolution of Contact Centers: Modern Strategies for Managing PR and Recall Crises | 28 Sep 2023 | 00:24:33 | |
Ready to transform crisis into opportunity? In this episode, we promise to arm you with practical strategies and cutting-edge tools to navigate the choppy waters of crisis management in contact centers. We use our insights and experiences to illuminate the potential of modern Customer Experience tools to mitigate such crises. With our guidance, you'll learn about setting up minimalistic self-service websites, deploying AI chatbots to deliver vital information, and strategizing to handle customer complaints effectively. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| 10 ChatGPT Prompts to Fully Automate Your Contact Center QA | 08 Sep 2023 | 00:37:50 | |
Ready to unlock the secrets of automated QA in your contact center? This episode is brimming with insights about using chatGPT to revolutionize your QA, promising to transform how you approach your work. We walk side by side with you, through the labyrinth of user accounts and databases, right up to crafting prompts for a form from a client. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Under 50 Seats and Using Spreadsheets for QA- MUST LISTEN | 30 Aug 2023 | 00:03:11 | |
Dive into our mini podcast on our new value add OttoQA! 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| Best ChatGPT Prompts to Improve Your Contact Center! | 22 Aug 2023 | 00:22:56 | |
In "Revolutionizing Call Centers with ChatGPT Prompts," we unveil the power of AI in redefining call center operations. This episode is a goldmine for managers and supervisors, as we share the best prompts to optimize and streamline your operations. 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| QA/AI Showdown: Chris Mounce from Evaluagent & Tom Laird Unmask AI's Reality in QA | 10 Aug 2023 | 00:48:29 | |
Episode 200! 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||
| CX Rockstar and Influencer James Dodkins Joins ACG for an LIVE AMA! | 02 Aug 2023 | 00:55:22 | |
Envision a reality where Artificial Intelligence (AI) commandeers your customer service. Consider AI not merely conducting routine transactions but also enhancing intricate and emotionally nuanced dialogues with your customers. Is this a far-off dream or a prevailing reality? We dive into this and much more in our recent "Advice from a Call Center Geek!" podcast episode with customer experience maestro and influencer, James Dodkins. We embark on a journey through the realm of 'autonomous enterprises', where businesses are leveraging AI and automation to revolutionize customer interactions and maximize operational efficiency. Looking ahead at the future of call centers, we discuss an interesting contradiction - the level of expertise required to substitute AI and automation could paradoxically increase the status of call center agents. There are some truly thought-provoking discussion points here. We conclude the hour-long episode by deliberating on the role of trust in the era of AI. This episode is a must-listen if you're contemplating the implications of AI on customer experience! 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
OttoQA: try.ottoqa.com Expivia: Expiviausa.com | |||