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About This Podcast
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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Recent Episodes
S1E246 Everything I Have Learned about Ai Powered QA
Send a textEverything 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…
S1E245 Why You Should Not be Scoring 100% of Your QA Calls
Send a textMost 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…
S1E244 Dear Santa: Here is the AI Contact Center Tools We Actually Want!
Send a textThis 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…
S1E243 Inside Expivia Digital and the State of Contact Center Technology
Send a textJoin 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…
S1E242 Keep Call Centers In America Act- The Truth
Send a text 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…
S1E241 Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions
Send a textThis 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…
S1E240 Listen to This Before You Build or Buy an AI Auto QA Platform
Send a text 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…
S1E239 2025 Geek Gauge CCaaS Rankings!
Send a textIn 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…
S1E238 What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP
Send a textIn 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…
S1E237 The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center
Send a textEPISODE DESCRIPTION: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…
S1E236 Beyond AHT and SLA: How to Measure Success in AI-Powered Contact Centers
Send a textTraditional 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…
S1E235 Contact Center Coaching 2.0 -Turning QA Insights into Agent Coaching Gold
Send a textMost 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…
S1E234 Beyond Words: Measuring AI Empathy Through Impact
Send a textIn 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:Can artificial intelligence truly…
S1E233 Let's Get Real: The True Story of AI in CX & Your 2025 Game Plan
Send a textTired 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…
S1E232 2025 Predictions for CX and the Contact Center Industry
Send a textAs 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…
S1E231 The Future of Contact Center Outsourcing: What to Expect in 2025
Send a text(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!)In this episode of the ACG podcast we explore the future…
S1E230 The Future of QA: Why AI is a Game-Changer for Contact Center Quality in 2025
Send a text The way contact centers approach Quality Assurance is undergoing a major transformation, and AI is at the heart of it. In this episode, we explore how advanced tools are enabling intent…
S1E229 Mastering Black Friday and Cyber Monday: Your Ultimate Contact Center Superbowl Playbook
Send a text 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. In…
S1E228 𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀
Send a textIn this episode of ACG, we explore how small and medium-sized businesses can harness authentic artificial intelligence to transform their contact centers without overspending. With a flood…
S1E227 Unmasking False Hustle: Revolutionizing Customer Experience
Send a textJoin 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…
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Advice from a Call Center Geek! has published 246 episodes since December 2018, covering topics in Business, Marketing.
Advice from a Call Center Geek! is currently highly active with new episodes every 2 weeks. Average episode length is 20m.
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