business
Hosted by Thomas Laird · business · EN-US
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!
Required Pod Score for this podcast. PitchCentric checks your profile against host openness, topical fit, and audience signals before you generate a pitch.
Contact path
Verified email
Booking probability
36%
Guest openness
Selective
Sign up to generate a grounded pitch for Advice from a Call Center Geek!.
Signup to Generate a PitchAdvice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center.
Advice from a Call Center Geek! is hosted by Thomas Laird. The show has published 248 episodes to date.
Recent episodes include "AI Customer Bots Are Coming to You Call Center!" (11 June 2026, 23 minutes), "Everything I Have Learned about Ai Powered QA" (4 March 2026, 17 minutes), and "Why You Should Not be Scoring 100% of Your QA Calls" (8 January 2026, 19 minutes).
Advice from a Call Center Geek! publishes roughly every few months, with episodes averaging 22 minutes across 248 episodes.
Booking probability for Advice from a Call Center Geek! is 36%, and the host is rated Selective on guests. Advice from a Call Center Geek! requires a Pod Score of 80 or higher. Advice from a Call Center Geek!'s contact route on record: verified email.
The strongest fits for Advice from a Call Center Geek! are Call Centers & Business Support. Advice from a Call Center Geek! has a business audience.
Thomas Laird hosts Advice from a Call Center Geek!, a business podcast with 248 episodes published.
Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.
Episode #247
Send us Fan Mail The onslaught of customer AI agents. In the next 9 to 12 months, your customer will be able to say “hey Siri, call my subscription company and cancel my plan, then chat with the ABC airline and move my...
Episode #246
Send us Fan Mail Everything 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 biggest...
Episode #245
Send us Fan Mail Most 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 give you...
Episode #244
Send us Fan Mail This 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 customers. That’s...
Episode #243
Send us Fan Mail Join 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 selection, AI...
Episode #242
Send us Fan Mail 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 U.S., but when you...
Episode #241
Send us Fan Mail This 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 covering: The new...
Episode #240
Send us Fan Mail 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 for if you...
Episode #239
Send us Fan Mail In 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 Contact Center as a...
Episode #238
Send us Fan Mail In 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 contact center...
Episode #237
Send us Fan Mail EPISODE 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 from a Call...
Episode #236
Send us Fan Mail Traditional 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 virtual...
Episode #235
Send us Fan Mail Most 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 coach smarter...
Episode #234
Send us Fan Mail In 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 demonstrate...
Episode #233
Send us Fan Mail Tired 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 promising, not what...
Episode #232
Send us Fan Mail As 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 experience, sharing...
Episode #231
Send us Fan Mail (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 of contact...
Episode #230
Send us Fan Mail 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 analysis...
Episode #229
Send us Fan Mail 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 this episode of...
Episode #228
Send us Fan Mail In 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 of so-called...
Recent guests on Advice from a Call Center Geek!. Study who booked and why before you pitch.
NICE
Expivia Digital
Five Star Call Centers
Deepdesk
PitchCentric classifies Advice from a Call Center Geek! under these industries. Guests from them are the closest fit, and each links to the best podcasts in that industry.
Shows with the most semantically similar episode content. Pitch one, pitch all; producers cluster.
CX Gurus
Call Center Confidential
Contact Center Perspectives🎙️
First Contact: Stories of the Call Center
Always On CX:EX
Reimagining The Contact Center - with Marc Bernstein
Is this podcast yours and you'd like to remove or correct details? Request removal or email privacy@pitchcentric.com.
Questions about the free trial? See the pricing FAQ