Advice from a Call Center Geek!
By Thomas Laird
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Episodes: 220
Description
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, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
| Episode | Date |
|---|---|
|
Exposed: The Unvarnished Truth About AI Deployment in Contact Centers
|
Apr 29, 2024 |
|
Will Auto QA Platforms End the Era of Traditional CX Analytics?
|
Apr 25, 2024 |
|
Tips to Disrupt your Service Desk with Technology and Tactics
|
Apr 15, 2024 |
|
Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies
|
Feb 22, 2024 |
|
Creating an AI Roadmap for Your Contact Center from the Ground Up!
|
Feb 12, 2024 |
|
2024 CX, AI, and Contact Center Predictions
|
Feb 01, 2024 |
|
Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers
|
Dec 21, 2023 |
|
AI Tools in CX: The Truth about ROI
|
Dec 14, 2023 |
|
Navigating the Technology Maze for Small Contact Centers: A Practical Guide
|
Dec 11, 2023 |
|
Contact Center Management, Hiring, Ratios and More- Effective Contact Center Management
|
Nov 21, 2023 |
|
Best CcaaS Providers 2023-2024!
|
Nov 16, 2023 |
|
The AI Transformation: A New Era for Business Process Outsourcing
|
Nov 09, 2023 |
|
Linkedin AMA Episode: Implementing AI into Your Contact Center Wisely- What To Do First
|
Nov 07, 2023 |
|
"The Room Where it Happened" Special Episode!- Navigating the Future of Customer Service
|
Nov 02, 2023 |
|
Rethinking Contact Center Outsourcing (BPO) in the Age of AI
|
Oct 10, 2023 |
|
A Deep Dive into the World of AI & Human Interaction with Deepdesk CEO Robbert Dijkstra
|
Oct 10, 2023 |
|
The Power Merge: Analyzing Nice's Game-Changing Purchase of LiveVox
|
Oct 04, 2023 |
|
Evolution of Contact Centers: Modern Strategies for Managing PR and Recall Crises
|
Sep 28, 2023 |
|
10 ChatGPT Prompts to Fully Automate Your Contact Center QA
|
Sep 08, 2023 |
|
Under 50 Seats and Using Spreadsheets for QA- MUST LISTEN
|
Aug 30, 2023 |
|
Best ChatGPT Prompts to Improve Your Contact Center!
|
Aug 22, 2023 |
|
QA/AI Showdown: Chris Mounce from Evaluagent & Tom Laird Unmask AI's Reality in QA
|
Aug 10, 2023 |
|
CX Rockstar and Influencer James Dodkins Joins ACG for an LIVE AMA!
|
Aug 02, 2023 |
|
How to Automate Your Contact Center QA with Ai!
|
Jul 31, 2023 |
|
Transforming Your Contact Center: Effective Strategies for Cultural Change
|
Jul 19, 2023 |
|
The Evolution of AI in Reshaping the Contact Center Tools of Today
|
Jul 10, 2023 |
|
Decoding the Call Center Menu: A Tasty Guide to Metrics and KPIs- Must Listen for all New Contact Center Managers!
|
Jul 03, 2023 |
|
Elevating Call Center Performance: Top Coaching Methods and Techniques for Agent Success
|
Jun 21, 2023 |
|
Ask Me Anything (AMA) LinkedIn Audio Event: Analytics, Interactive Voice Response (IVR) Routing, Best Practices, and Transitioning to the Cloud
|
Jun 13, 2023 |
|
NICE Interaction 2023 Talk- 10 Ways to Disrupt your Contact Center using Technology and Tactics
|
Jun 09, 2023 |
|
10 Tips to Disrupt Your Contact Center With Technology and Tactics
|
May 10, 2023 |
|
Thoughts and Take Aways from the Call and Contact Center Expo: What is Real as it Relates to AI?
|
May 01, 2023 |
|
Elevating Contact Center QA with EvaluAgent: Effective Scorecards & Expert Coaching Insights featuring QA Pro Chris Mounce
|
Apr 17, 2023 |
|
Unlocking Social Media Success: Tips for B2B Sales & Personal Branding in Business and in the Contact Center World
|
Apr 12, 2023 |
|
Deconstructing the "Wow" Experience: Redefining Excellence in Contact Centers
|
Apr 03, 2023 |
|
Beyond Chatbots: Unlocking ChatGPT's Power in Contact Centers
|
Mar 27, 2023 |
|
Ideas for Setting up a Contact Center Management Trainee Program
|
Mar 20, 2023 |
|
Improving your Call Center and Contact Center Agent Coaching
|
Mar 13, 2023 |
|
5 Ways to Improve the Tone of your Contact Center Agents!
|
Mar 06, 2023 |
|
BPO Financial Benchmarking Report with Eric Crouse- Partner Kommit & Company
|
Feb 27, 2023 |
|
Building out an AI Contact Center the Right Way with a Bonus AMA!
|
Feb 14, 2023 |
|
How to Implement the Blockchain into your Contact Center- Conversation with Shelli Ryan- CX and Blockchain Expert
|
Feb 09, 2023 |
|
TikTok Live- What I Would Ask Your Call Center Staff if Consulting
|
Feb 06, 2023 |
|
TikTok AMA Episode- Hiring, Analytics, Games to Play and More
|
Feb 02, 2023 |
|
Setting up a High End Contact Center (On the Cheap)!
|
Jan 23, 2023 |
|
Unique Uses for ChatGPT Ai in the Contact Center
|
Jan 12, 2023 |
|
Using Data to Route Calls in Your Contact Center
|
Dec 28, 2022 |
|
Lets Talk Airline Customer Service 'Mageddon!
|
Dec 28, 2022 |
|
Ultimate Guide for Outsourcing Your Contact Center!
|
Dec 22, 2022 |
|
Setting Up a Weekly Call Center Agent Review
|
Dec 14, 2022 |
|
Three Technology Predictions for the Call Center in 2023
|
Nov 29, 2022 |
|
Games in the Call Center, Necessary or Juvenile
|
Nov 22, 2022 |
|
Personal and Business Branding 101- How I Do it
|
Nov 16, 2022 |
|
Three Pillars of Call Center and Contact Center Metrics
|
Nov 07, 2022 |
|
Call Center Geek NFT Project is LIVE!
|
Nov 02, 2022 |
|
Discussion with Nick Corso, Community Success Lead at Veefriends (Gary Vee NFT Project)
|
Oct 18, 2022 |
|
New Technology in Your Call Center-Setting it up and the Resources Needed
|
Oct 06, 2022 |
|
My Take on Sanas Voice Product Controversy
|
Sep 23, 2022 |
|
10 Unique use Cases for Speech Analytics- 2022
|
Sep 16, 2022 |
|
Unique Contact Center Agent Engagement Ideas
|
Sep 07, 2022 |
|
Money Saving Tips for Buying a New Contact Center Platform (CCAAS)
|
Aug 25, 2022 |
|
When Good Times Go Bad- Handling Confrontation in Your Contact Center
|
Aug 19, 2022 |
|
My 5 1/2 Favorite Call Center Metrics
|
Aug 10, 2022 |
|
2022 Second Half Kickoff Episode- Overrated or Underrated, What Do you Think?
|
Aug 05, 2022 |
|
7 Tips to Help Your Contact Center During Economic Downturns
|
Jun 28, 2022 |
|
CCW Vegas 2022 The Good, the Bad, and What's Missing
|
Jun 23, 2022 |
|
ACG Office Hours Ask Me Anything 6.17
|
Jun 20, 2022 |
|
Deep Dive in Contact Center Ai with Level-Ai CEO Ashish Nagar
|
Jun 13, 2022 |
|
ACG Office Hours AMA 6.10!
|
Jun 12, 2022 |
|
A Conversation and QA with CX Rockstar James Dodkins
|
Jun 06, 2022 |
|
Advice from a Call Center Geek Office Hour AMA 5.27
|
May 27, 2022 |
|
Why Blockchain Technology will be More Disruptive than Ai in the Contact Center Over the Next 10 Years
|
May 26, 2022 |
|
Advice from a Call Center Geek Office Hour AMA 5.13
|
May 17, 2022 |
|
The Contact Center of 2030 and Beyond
|
May 10, 2022 |
|
A Discussion on Contact Center WFH Security with Andrew McNeile- Chief Customer Officer at ThinScale
|
May 05, 2022 |
|
If I was Hired To Set up a New Call Center, What Would I do?
|
Apr 18, 2022 |
|
The Consistently Late Associate and How to Handle
|
Mar 31, 2022 |
|
How To Set Up A Contact Center Management Training Program 2.0
|
Mar 21, 2022 |
|
Special Episode! Live Call Center Supervisor Roundtable
|
Mar 12, 2022 |
|
7 Effective Call Center Training Tips You Can Implement Easily
|
Mar 01, 2022 |
|
How the Metaverse will Fundamentally Change CX, Service, Rewards Programs, and Customer Retention
|
Feb 15, 2022 |
|
Tips to Improve Call Center Associate Turnover
|
Feb 02, 2022 |
|
Brainstorming NFTs for Business and Service
|
Jan 28, 2022 |
|
Tips To Give a Brand New Supervisor-Listeners Speak!
|
Jan 21, 2022 |
|
2022 Contact Center Operations Strategic Planning Guide
|
Jan 12, 2022 |
|
Advice from a Call Center Geek 3.0 Book Announcement!
|
Jan 06, 2022 |
|
New Contact Center Operations Book Announcement- Geek Listeners Get if FREE!
|
Dec 30, 2021 |
|
If I Could Talk to My 25 Year Old Call Center Manager Self
|
Dec 29, 2021 |
|
Talking a Hard Look at Contact Center Efficiency
|
Dec 27, 2021 |
|
Top 10 Contact Center Trends for 2022- Technology, AI, Engagement, NFTs and More
|
Dec 23, 2021 |
|
CCW 21 The Good, Bad, and the Interesting
|
Dec 16, 2021 |
|
Deep Dive into Upcoming Vaccine Mandate for Contact Centers
|
Nov 30, 2021 |
|
Engaging Associates During the Holidays- Social Media, Motivations, and let's Talk Holiday Bonuses
|
Nov 18, 2021 |
|
My Contact Center Employees Ask Me Anything
|
Nov 11, 2021 |
|
When Covid Hits Home in Your Contact Center- Perceptions, Reality, and Mandates
|
Nov 05, 2021 |
|
Are you Ready for Customer Experience 3.0 Metaverse, AR, VR, and CX
|
Oct 21, 2021 |
|
Our Contact Centers Covid Evolution- Engagement to Technology
|
Oct 15, 2021 |
|
Your Ultimate Contact Center Outsourcing Guide
|
Oct 07, 2021 |
|
Official "Advice from a Call Center Geek!" SLA Benchmarking Episode
|
Sep 21, 2021 |
|
Top 10 Customer Service Skills of the Best Call Center Agents- Team Building Exercise
|
Sep 17, 2021 |
|
13 Questions that Need Answers in Your Contact Center
|
Sep 09, 2021 |
|
A Conversation with NICE CXone CEO Paul Jarman
|
Aug 30, 2021 |
|
You're the New Call Center Manager, Now What?
|
Aug 18, 2021 |
|
Taking Analytics to the Next Level with Real-Time Guidance, Real-Time Coaching, Real-Time QA - A Conversation with Balto CEO Marc Bernstein
|
Aug 06, 2021 |
|
8 Tips to Instantly Improve Your Customer Experience
|
Aug 05, 2021 |
|
10 Tips on Improving your Contact Center Coaching
|
Jul 29, 2021 |
|
The State of Conversational AI- A Discussion with Aktify CEO Kreg Peeler and CRO Craig Daly
|
Jul 19, 2021 |
|
A Day in the Life of a Contact Center Supervisor- Tips for Call Center Middle Management
|
Jul 19, 2021 |
|
Tips on Hiring Contact Center Associates in Today's Environment
|
Jul 01, 2021 |
|
Expivia Virtual Reality Contact Center Concept
|
Jun 25, 2021 |
|
A Conversation with Brandon Knight VP Advanced Solutions- Contact Center at Telarus
|
Jun 10, 2021 |
|
10 Ways to Improve Your Call Quality
|
Jun 01, 2021 |
|
Creating a Call Center Improvement Action Plan
|
May 18, 2021 |
|
Setting up a Call Center Associate Pay Structure
|
Apr 29, 2021 |
|
How Blockchain will be Changing the Contact Center and CX
|
Apr 21, 2021 |
|
Announcement- Join Our Call Center Geek Call Center Tips and Tactics LinkedIn Group
|
Mar 30, 2021 |
|
Setting the Correct Associate to Management Ratios in your Call Center
|
Mar 29, 2021 |
|
Call Center Improvement Plans and Discipline Policies
|
Mar 25, 2021 |
|
Two Awesome Call Center Motivations- Be a Rockstar- Engage Your Associates!
|
Mar 10, 2021 |
|
Tom Laird and Expivia Interview on TalkErie with Joel Natalie
|
Mar 05, 2021 |
|
What Call Center Tools Do You Really Need? Take a Look Behind the Scenes on How we use Call Center Technology to Enhance the CX
|
Mar 01, 2021 |
|
Episode100 Special Episode- Audience Ask and Cool Call Center Stuff We are Doing
|
Feb 19, 2021 |
|
Psychic Income- 7 Ways to Show RESPECT to Your Call Center Associates
|
Jan 28, 2021 |
|
Procedures and Tips to Move Your Call Center Back Into the Office
|
Jan 19, 2021 |
|
The ONE Technology that will be Revolutionizing the Customer Experience
|
Jan 11, 2021 |
|
A Conversation with the VP of Customer Care and CRM at Overstock.com- Jimmy Budnik
|
Dec 22, 2020 |
|
7 Falsehoods About Outsourcing Your Call Center
|
Dec 07, 2020 |
|
7 Tips to Make Black Friday Run Smoothly in Your Contact Center
|
Nov 23, 2020 |
|
10 Unique Use Cases for Speech Analytics
|
Nov 17, 2020 |
|
Five Call Center and Customer Service Trends for 2021
|
Nov 05, 2020 |
|
Using Live or Recorded Calls and How To Run a Calibration Session
|
Oct 29, 2020 |
|
Community Q/A- Two Separate Teams for Voice and Chat or One Integrated Teams?
|
Oct 25, 2020 |
|
What is Skills-Based Routing and How/Why Do Call Centers Use It?
|
Oct 23, 2020 |
|
Tips To Lower Your Call Center's Handle and Talk Time
|
Oct 23, 2020 |
|
How to Properly Manage a Call Center Outsourcer
|
Oct 16, 2020 |
|
My Five Favorite Call Center Reports
|
Oct 06, 2020 |
|
10 Reasons Why You SHOULD Outsource Your Call Center
|
Sep 30, 2020 |
|
10 Reasons Why you Should NEVER Outsource Your Call Center
|
Sep 28, 2020 |
|
Behind the Curtain- Tricks that Some Call Center Outsourcers Play
|
Sep 25, 2020 |
|
Listener Call Center Geek Mail Bag Questions!
|
Sep 14, 2020 |
|
Call Center Geek Consulting
|
Aug 31, 2020 |
|
Its Not The Call Centers Fault! Introduction to Customer Journey Mapping and its Importance
|
Aug 28, 2020 |
|
Univ Wisconsin Talk on Making Call Center Culture Tangible and Tips for Call Center Rep Engagement
|
Aug 21, 2020 |
|
Purchasing a New Contact Center Platform- Everything You Need To Know
|
Aug 12, 2020 |
|
Best Practices for Setting Up Supervisor and Admin Call Center Dashboards
|
Aug 04, 2020 |
|
Setting up a Call Center Employee Suggestion Program
|
Jul 13, 2020 |
|
Announcing the Advice from a Call Center Geek Texting Community- Join Now!
|
Jul 06, 2020 |
|
Technology Tools that World Class Centers Utilize
|
Jul 06, 2020 |
|
To Stay WFH or Move the Call Center Back Brick and Mortar
|
Jun 18, 2020 |
|
HR and Corrective Actions in the Call Center Environment
|
Jun 04, 2020 |
|
Planning for the Needs of Your Call Center- Infrastructure, Customer Journey, and Employee Engagement
|
May 22, 2020 |
|
The TRUTH about AI and the Call Center in 2020
|
May 13, 2020 |
|
Security With At Home Call Center Operations
|
Apr 27, 2020 |
|
Everything You Need To Know About Running an At-Home Call Center
|
Apr 17, 2020 |
|
Where Does My Call Center Go From Here? Preparing for Post Covid-19
|
Apr 10, 2020 |
|
A Day in the Life- Two Weeks of Operating a Call Center in the Days of Covid-19
|
Mar 25, 2020 |
|
Unique Times- A Conversation with Paul Herdman- Head of Global Customer Experience- NICE inContact
|
Mar 20, 2020 |
|
SPECIAL EPISODE- COVID-19 (Coronavirus) and Your Call Center- Steps to Take
|
Mar 13, 2020 |
|
A Conversation with Contact Center Consultant-Advisor Fred Shadding
|
Mar 09, 2020 |
|
10 Policies Every Call Center Operation Must Have
|
Feb 27, 2020 |
|
Highlights from My Appearance on the Call Center Helper Podcast
|
Feb 20, 2020 |
|
2020 CALL CENTER SECURITY CRISIS- Stop Allowing Cell Phones on Your Call Center Floor!
|
Feb 13, 2020 |
|
Deep Dive into Your Call Center- 22 Questions We Ask When Consulting
|
Feb 10, 2020 |
|
Benchmarking Call Center KPI's for Efficiency
|
Feb 01, 2020 |
|
Digital Customer Service- Best Practices
|
Jan 24, 2020 |
|
Call Center Security 101- Security Needs in Your Call Center
|
Jan 17, 2020 |
|
The Entrepreneurial Spirit is Alive! How We Started our Call Center Outsourcing Company
|
Jan 05, 2020 |
|
Top 10 Questions You Always Wanted to Ask a Call Center Outsourcer
|
Jan 03, 2020 |
|
Five Ways to Engage Your Call Center Staff
|
Dec 26, 2019 |
|
Merry Christmas and Thank You- Year in Review Episode
|
Dec 24, 2019 |
|
Call Center Technology Trends for 2020
|
Dec 12, 2019 |
|
True Social Media Horror Story- Why you need to Monitor Your Social Channels and How to Respond When the Trolls Come
|
Dec 02, 2019 |
|
Google Contact Center AI is Available- What that Means for Your Call Center
|
Nov 22, 2019 |
|
Call Center KPI's 101
|
Nov 15, 2019 |
|
Call Center Workforce Management (WFM) 101
|
Nov 07, 2019 |
|
New Agent On-boarding Policies and Procedures
|
Oct 23, 2019 |
|
Sales Done the Right Way in Your Call Center
|
Oct 11, 2019 |
|
10 Ways To Make Your Customer Service Experience Unique- With Examples
|
Oct 04, 2019 |
|
Five Ways to Improve Your Call Center Today
|
Sep 27, 2019 |
|
Case for NO Cell Phones and NO Wearable Technology on Your Call Center Floor
|
Sep 18, 2019 |
|
Pros and Cons of Outsourcing
|
Sep 12, 2019 |
|
Crystal Ball- The Call Center of 2025
|
Sep 04, 2019 |
|
The Birth of a Call Center- Revenge is the Best Success!
|
Aug 29, 2019 |
|
Cracking the Code on Call Center Attendance- Go on a Streak!
|
Aug 20, 2019 |
|
Call Center Management Equation- True Story (Best Podcast we have done!)
|
Aug 14, 2019 |
|
Special Announcement- Free Version of our New Call Center Book "More Advice from a Call Center Geek!"
|
Aug 07, 2019 |
|
Future Service Channels- Implementing Video into Your Customer Service and Sales
|
Aug 05, 2019 |
|
Attendance- Tips for improving Attendance in Your Call Center
|
Jul 19, 2019 |
|
Tips on the Physical Setup of Your Call Center
|
Jul 10, 2019 |
|
Cut your Agents Some Slack- Enhancing Your Call Center Communications Culture
|
Jul 01, 2019 |
|
How to Set Up a Weekly Agent Analysis Program
|
Jun 22, 2019 |
|
Games to Play in Your Call Center 3.0
|
Jun 12, 2019 |
|
Moving Your Call Center to the Cloud- Pros and Cons
|
Jun 04, 2019 |
|
Engaging and Developing Your Call Center Associates with Social Media
|
May 30, 2019 |
|
Special Announcement From the Geek!- Call Center Geek Community Creation
|
May 28, 2019 |
|
How to Recruit the Right Call Center Agents Using Culture, Social Media and Branding
|
May 21, 2019 |
|
Changes in Customer Expectations and Need for Omnichannel
|
May 15, 2019 |
|
Call Center Outsourcing Pricing Around the World
|
May 13, 2019 |
|
Predictive Behavioral Routing- The Next Evolution in Contact Center Routing Technology
|
May 02, 2019 |
|
Case Study on United Baggage CX and the Newest Call Center Technologies from Nice inContact Interactions 19
|
Apr 26, 2019 |
|
Remembering the Call Center of the Past- 1985
|
Apr 11, 2019 |
|
Changing How Sales are Done in Your Call Center- Introducing "ERQ"
|
Apr 04, 2019 |
|
A New Way to Incent Your Call Center Associates
|
Mar 28, 2019 |
|
Chatbots for the Call Center and Customer Service- Present and Future
|
Mar 19, 2019 |
|
How Much Does Your Call Center Really Cost? How to do an Easy yet Thorough Cost Assessment
|
Mar 13, 2019 |
|
Advanced Speech Analytics- Unique Use Cases
|
Mar 05, 2019 |
|
Why the Cloud Rocks (and so does NICE inContact)
|
Feb 26, 2019 |
|
9 Ways to Improve your Call Center Coaching
|
Feb 20, 2019 |
|
Call Center Money Ball- Call Center Metrics that Actually Matter
|
Feb 12, 2019 |
|
Motivational Games to Play In your Call Center 2.0
|
Feb 07, 2019 |
|
Ten Critical Items to Think About Before Outsourcing Your Call Center or Creating an RFP
|
Feb 04, 2019 |
|
QA (Quality Assurance) Done the Right Way in Your Call Center
|
Jan 29, 2019 |
|
Making Your Call Center Unique to Your Culture- Tips and Tricks
|
Jan 22, 2019 |
|
Call Center Supervisor Training- Starting a Management Training Program
|
Jan 15, 2019 |
|
When Good Times Go Bad- Dealing with Supervisor and Associate Confrontation in Your Call Center
|
Jan 09, 2019 |
|
Ten Ways to Disrupt Your Call Center Using Technology and Best Practices
|
Jan 04, 2019 |
|
Call Center Coffee- Starting the Day in the Right Way in Your Call Center
|
Jan 02, 2019 |
|
Initial and Ongoing Education in your Call Center
|
Dec 20, 2018 |
|
Hiring the BEST Call Center Associates for your Organization Based on Culture
|
Dec 18, 2018 |
|
Podcast DNA / I Bet In Know Why Your Call Center is Struggling
|
Dec 17, 2018 |