Advice from a Call Center Geek!

Send us Fan Mail 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.   We’ll guide you on defining the crucial goals for your QA forms, such as enhancing agent performance, ensuring compliance, and extracting valuable customer...

Send us Fan Mail 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.  Discover effective system prompting and its role in refining quality assurance for consistency and high accu...

Send us Fan Mail 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.  My recent talks reveal a surprising fact: many companies are not rushing into AI as believed. In reality, few have a detailed plan or have started implementation. Join me in a practical journey as we create a roadmap for incorp...

Send us Fan Mail 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.    We’ll explore and compare the tools and techniques behind both Auto QA platforms and traditional analytics methods. This friendly chat is packed with insights about how each approach handles customer...

Send us Fan Mail 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 advanc...

Send us Fan Mail 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 aut...

Send us Fan Mail 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 w...

Send us Fan Mail 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, To...

Send us Fan Mail 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 the next two years? We're discussing trends, challenges, and opportunities that await! 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆 & 𝗥𝗢𝗜: Which technologies are set t...

Send us Fan Mail 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 examines various AI tools like large language model chatbots, analytics, agent assist, and auto quality assurance, discuss...

Send us Fan Mail 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: Bridging Contac...

Send us Fan Mail 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 that foster efficiency and customer satisfaction.  This episode is a treasure trove for anyone looking to enhance their contact c...

Send us Fan Mail 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 right now. We'll explore the various aspects that make this topic so controversial and why opinions vary wi...

Send us Fan Mail 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 technolog...

Send us Fan Mail 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 embarking on your journey into Artificial Intelligence.  We also explore the various tools that can significantly enhance...

Send us Fan Mail 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 of Customer Experience (CX). There, Tom's own audio narrative brought to life what we regard as one of our most compelling podcast episo...

Send us Fan Mail 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...

Send us Fan Mail 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. We've transitioned Expivia from just being a "contact center outsourcer" to embracing our role as a &quo...

Send us Fan Mail 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 certainly not a standout in the industry, whereas CXone continues to be the industry front-runner for inbound CcaaS. On the other hand,...

Send us Fan Mail 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 m...

Send us Fan Mail 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.  Ever wondered how to ask the most effe...

Send us Fan Mail 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 become an integral part of our journey as an Alpha and Beta partner. Don't miss this quick but informative listen.  Throu...

Send us Fan Mail 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. Dive deep with us into the crux of Overall Operations to decipher key performance metrics and understand their implications...

Send us Fan Mail 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 truly automate scorecards, or are we still testing the waters? How do we ensure quality in AI-powered QA, and how should we interpret an...

Send us Fan Mail 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...