Hosted by Thomas Laird · 🇺🇸 US · EN-US · 246 episodes
Established thought leaders with verified media credentials.
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!
Thomas Laird hosts Advice from a Call Center Geek!, a business show with 246 episodes published.
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 f
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 lessons
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 better
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 m
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 q
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 l
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 leader
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 actua
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
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 outsou
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
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 agents
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, f
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 em
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 fu
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 val
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 cent
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, uncover
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 A
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 "
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Advice from a Call Center Geek! is hosted by Thomas Laird. The show is categorised under business (marketing) and has published 246 episodes.
Advice from a Call Center Geek! has published 246 episodes.
Advice from a Call Center Geek! regularly covers business, marketing, technology. It sits in the business category, with a marketing focus.
Advice from a Call Center Geek! is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
Advice from a Call Center Geek! hasn't explicitly signalled guest openness in recent episodes. That doesn't rule out pitching. your hook just needs to be especially compelling and relevant to their recent content.
Episodes of Advice from a Call Center Geek! average 22 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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