Advice from a Call Center Geek!

230 - 𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀

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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230 - 𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀

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229 - Unmasking False Hustle: Revolutionizing Customer Experience

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228 - Calming Irate Customer Interactions: 5 Proven Techniques

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227 - What Technology does a World Class 2024 Contact Center Have?

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226 - Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All

Mon, 08 Jul 2024
225 - Everything We Learned from Starting An AI CX Company - OttoQa

Fri, 21 Jun 2024
224 - Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms

Wed, 29 May 2024
223 - How You Can QA Contact Center Calls Using ChatGPT (Desktop)

Wed, 08 May 2024
222 - Exposed: The Unvarnished Truth About AI Deployment in Contact Centers

Mon, 29 Apr 2024
221 - Will Auto QA Platforms End the Era of Traditional CX Analytics?

Thu, 25 Apr 2024
220 - Tips to Disrupt your Service Desk with Technology and Tactics

Mon, 15 Apr 2024
219 - Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies

Thu, 22 Feb 2024
218 - Creating an AI Roadmap for Your Contact Center from the Ground Up!

Mon, 12 Feb 2024
217 - 2024 CX, AI, and Contact Center Predictions

Thu, 01 Feb 2024
216 - Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers

Thu, 21 Dec 2023
215 - AI Tools in CX: The Truth about ROI

Thu, 14 Dec 2023
214 - Navigating the Technology Maze for Small Contact Centers: A Practical Guide

Mon, 11 Dec 2023
213 - Contact Center Management, Hiring, Ratios and More- Effective Contact Center Management

Tue, 21 Nov 2023
212 - Best CcaaS Providers 2023-2024!

Thu, 16 Nov 2023
211 - The AI Transformation: A New Era for Business Process Outsourcing

Thu, 09 Nov 2023
210 - Linkedin AMA Episode: Implementing AI into Your Contact Center Wisely- What To Do First

Tue, 07 Nov 2023
209 - "The Room Where it Happened" Special Episode!- Navigating the Future of Customer Service

Thu, 02 Nov 2023
208 - Rethinking Contact Center Outsourcing (BPO) in the Age of AI

Tue, 10 Oct 2023
207 - A Deep Dive into the World of AI & Human Interaction with Deepdesk CEO Robbert Dijkstra

Tue, 10 Oct 2023
206 - The Power Merge: Analyzing Nice's Game-Changing Purchase of LiveVox

Wed, 04 Oct 2023
205 - Evolution of Contact Centers: Modern Strategies for Managing PR and Recall Crises

Thu, 28 Sep 2023
204 - 10 ChatGPT Prompts to Fully Automate Your Contact Center QA

Fri, 08 Sep 2023
203 - Under 50 Seats and Using Spreadsheets for QA- MUST LISTEN

Wed, 30 Aug 2023
202 - Best ChatGPT Prompts to Improve Your Contact Center!

Tue, 22 Aug 2023
201 - QA/AI Showdown: Chris Mounce from Evaluagent & Tom Laird Unmask AI's Reality in QA

Thu, 10 Aug 2023
200 - CX Rockstar and Influencer James Dodkins Joins ACG for an LIVE AMA!

Wed, 02 Aug 2023
199 - How to Automate Your Contact Center QA with Ai!

Mon, 31 Jul 2023
198 - Transforming Your Contact Center: Effective Strategies for Cultural Change

Wed, 19 Jul 2023
197 - The Evolution of AI in Reshaping the Contact Center Tools of Today

Mon, 10 Jul 2023
196 - Decoding the Call Center Menu: A Tasty Guide to Metrics and KPIs- Must Listen for all New Contact Center Managers!

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195 - Elevating Call Center Performance: Top Coaching Methods and Techniques for Agent Success

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194 - Ask Me Anything (AMA) LinkedIn Audio Event: Analytics, Interactive Voice Response (IVR) Routing, Best Practices, and Transitioning to the Cloud

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193 - NICE Interaction 2023 Talk- 10 Ways to Disrupt your Contact Center using Technology and Tactics

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192 - 10 Tips to Disrupt Your Contact Center With Technology and Tactics

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191 - Thoughts and Take Aways from the Call and Contact Center Expo: What is Real as it Relates to AI?

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190 - Elevating Contact Center QA with EvaluAgent: Effective Scorecards & Expert Coaching Insights featuring QA Pro Chris Mounce

Mon, 17 Apr 2023
189 - Unlocking Social Media Success: Tips for B2B Sales & Personal Branding in Business and in the Contact Center World

Wed, 12 Apr 2023
188 - Deconstructing the "Wow" Experience: Redefining Excellence in Contact Centers

Mon, 03 Apr 2023
187 - Beyond Chatbots: Unlocking ChatGPT's Power in Contact Centers

Mon, 27 Mar 2023
186 - Ideas for Setting up a Contact Center Management Trainee Program

Mon, 20 Mar 2023
185 - Improving your Call Center and Contact Center Agent Coaching

Mon, 13 Mar 2023
184 - 5 Ways to Improve the Tone of your Contact Center Agents!

Mon, 06 Mar 2023
183 - BPO Financial Benchmarking Report with Eric Crouse- Partner Kommit & Company

Mon, 27 Feb 2023
182 - Building out an AI Contact Center the Right Way with a Bonus AMA!

Tue, 14 Feb 2023
181 - How to Implement the Blockchain into your Contact Center- Conversation with Shelli Ryan- CX and Blockchain Expert

Thu, 09 Feb 2023

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