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Advice from a Call Center Geek!Episodes
Thomas Laird
Advice from a Call Center Geek!
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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
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
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
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 t
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."🔍 Key Highlights:𝟮𝟬𝟮𝟰/𝟮𝟬𝟮𝟱 𝗢𝘂𝘁𝗹𝗼𝗼𝗸:What does the horizon look like for contact centers in th
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. It critically examine
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 app
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.Learn about optimal team structures, effective management ratios, and strategies t
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. I'm eager to offer my perspective on what's happening in the world of these providers
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 discu
This episode is less theory and more "What you need to do!"This audio recording is from the LinkedIn Audio Event we hosted on Friday, November 3, 2023. It's an in-depth discussion that covers all the preliminary steps you should consider before
𝙏𝙝𝙚 𝙍𝙤𝙤𝙢 𝙒𝙝𝙚𝙧𝙚 𝙄𝙩 𝙃𝙖𝙥𝙥𝙚𝙣𝙚𝙙"NICE's remarkable team flew Tom to New Jersey at the White Eagle Hall, to step into "The Room Where It Happened," their exclusive video series that casts a spotlight on the pulse and prospects o
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 Out
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 auto
Here is a quick min-pod on some initial thoughts on the 350 million dollar purchase of LiveVox by NICE.This is essentially a union of two firms where one's strengths balance out the other's limitations.The Cxone Dialer is mediocre, and certainl
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 il
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 il
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 t
Dive into our mini podcast on our new value add OttoQA! Discover how we're reshaping the landscape of QA for call centers with fewer than 50 agents. Say goodbye to spreadsheet hassles and embrace AI-driven efficiency. Plus, find out how you can
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 operat
Episode 200!Dive into the evolving landscape of AI in the contact center QA space with our next Advice from a Call Center Geek podcast! Chris Mounce of EvaluAgent® returns to go head-to-head with our host Tom Laird in a riveting debate. Can AI
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
Ever wondered how your contact center could save significant costs while keeping up with the QA process? Brace yourself for an enlightening discussion and AMA where we unravel the potential of AI in transforming Quality Assurance in your contac
You are just a click away from transforming your contact center from a drab workspace to a vibrant one; come join me, Tom Laird, as we revolutionize your call center experience. I promise to share the secrets to creating a positive and effort-d
Imagine having the power to reshape customer experience in your call center with artificial intelligence. What if you could emulate the behaviour of your most effective agents, optimize IVR, manage workforces, and even facilitate self-service w
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