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Advice from a Call Center Geek!

Advice from a Call Center Geek!

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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!

Recent Episodes

  • Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions

    3 weeks ago

  • Listen to This Before You Build or Buy an AI Auto QA Platform

    2 months ago

  • 2025 Geek Gauge CCaaS Rankings!

    3 months ago

  • What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP

    4 months ago

  • The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center

    4 months ago

  • Beyond AHT and SLA: How to Measure Success in AI-Powered Contact Centers

    5 months ago

  • Contact Center Coaching 2.0 -Turning QA Insights into Agent Coaching Gold

    5 months ago

  • Beyond Words: Measuring AI Empathy Through Impact

    6 months ago

  • Let's Get Real: The True Story of AI in CX & Your 2025 Game Plan

    6 months ago

  • 2025 Predictions for CX and the Contact Center Industry

    7 months ago