Advice from a Call Center Geek Podcast

Our weekly podcast covers all things call and contact center related: operations, hiring, culture, technology, and training

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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 Center Geek, we tackle the uncomfortable truth about those NPS and CSAT metrics your executive team loves so much.

The shocking reality? Only 1 in 20 customers actually completes these surveys, yet companies continue making major strategic decisions based on this minuscule, heavily biased sample.

After examining the latest research and industry data, we're ready to challenge everything you thought you knew about customer feedback collection. This episode breaks down:

Why survey response rates have plummeted to a dismal 5% and what this means for data reliability
How extreme response bias creates a distorted picture of your actual customer experience
The fundamental flaws in survey methodologies that no amount of tweaking can fix
Why AI-powered sentiment analysis across 100% of interactions represents the future of customer insights
Practical steps to transition your contact center to more reliable feedback mechanisms

Whether you're a contact center director, CX professional, or operations manager, this episode delivers the wake-up call your customer experience strategy desperately needs.

Stop making decisions based on feedback from just 5% of your customers and discover how to capture the complete voice of your customer base.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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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, agent assistance tools, auto-quality assurance, and intelligent summarization, yesterday's KPIs are no longer enough.

In this groundbreaking episode, we explore the new measurement framework required for AI-powered contact centers. We'll dissect traditional metrics, introduce essential new KPIs for measuring AI effectiveness, and provide a practical roadmap for evolving your measurement approach.

Whether you're just beginning your AI journey or already operating a sophisticated digital-first contact center, this episode delivers actionable insights on:

Virtual agent performance metrics beyond simple containment
Measuring effective human-AI collaboration
Tracking the complete customer journey across AI and human touchpoints
Calculating the true ROI of your AI investments

Join me as we redefine what success looks like in the age of AI-powered customer experience.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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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, faster, and better.

You’ll learn:
Why high QA scores don’t always mean high performance
How to shift from traditional QA to coaching-driven QA
The power of Auto QA tools like OttoQa.com for real-time coaching insights
How micro-coaching leads to faster, more effective agent development

Stop grading agents and start developing them. Tune in and discover how to turn QA insights into coaching gold!

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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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 empathy, and how do we meaningfully measure it?

While tech companies tout their AI's emotional intelligence capabilities, we'll cut through the marketing hype to examine what empathy really means in customer interactions.

We'll explore practical examples from call centers where AI handles emotionally charged situations, comparing them with human responses to similar scenarios.

Through real case studies and expert insights, we'll break down the components of empathy, from emotional recognition to appropriate response selection - and assess how AI systems measure up against these criteria.

Rather than accepting the binary "AI can/cannot be empathetic" debate, we'll examine the nuanced reality of how AI systems process and respond to emotional cues.

We'll discuss concrete metrics used in call centers to evaluate emotional intelligence, whether applied to human agents or AI systems, and question whether these measurements truly capture the essence of empathy.

This episode challenges both AI skeptics and enthusiasts to reconsider their assumptions.

For call center leaders and CX professionals, we'll provide actionable frameworks to evaluate AI solutions beyond the buzzwords, helping you make informed decisions about implementing emotionally intelligent automation in your customer service operations.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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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 futurists are predicting, but the real deal from someone in the trenches.

You'll discover what's genuinely working, what's still smoke and mirrors, and most importantly, how to build your roadmap for 2025.

We're unpacking real implementation stories, revealing common pitfalls, and sharing the frameworks you need to evaluate what's right for your organization.

Key takeaways:

The truth about current AI capabilities in CX (no sugar coating)
Which use cases are delivering real value today
Critical steps to prepare your team and infrastructure
A practical framework for your 2025 planning
The mistakes you can't afford to make

Whether you're just starting your AI journey or trying to optimize your current operations, this episode gives you the unfiltered insights and actionable steps you need to move forward with confidence.

Time to cut through the noise and get real about AI in CX.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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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 valuable insights from the entire Expivia team.

What groundbreaking technologies will reshape the CX landscape? How will AI continue to evolve in the customer service space? What new challenges and opportunities await contact centers in 2025? Join us as we break down our expert predictions and analyze the trends that will define the industry over the next 12 months.

Drawing from our hands-on experience and industry expertise, we'll explore everything from emerging digital solutions to shifting customer expectations. Whether you're a CX professional, technology enthusiast, or business leader, you won't want to miss these critical insights into what's coming in 2025!

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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(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 center outsourcing in 2025. We dive into what a modern BPO RFP should include, moving beyond buzzwords like 'white glove service' and 'scalability' to focus on the advanced capabilities and innovations shaping next-gen outsourcing.

If you're planning to outsource your contact center operations, this session will provide actionable insights to help you make informed decisions and unlock the full potential of your partnerships. Don’t miss this opportunity to stay ahead in the evolving world of customer experience.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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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, uncovering customer behavior patterns, and streamlining QA processes to deliver more meaningful insights.

Learn how solutions like OttoQa are helping contact centers move beyond traditional scoring models, driving smarter evaluations, and creating better customer outcomes. If you're looking to future-proof your QA strategy, this conversation is a must-listen.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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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 ACG, we dive into updated best practices to help your team stay ahead, deliver exceptional customer experiences, and handle the holiday sales frenzy like pros. Whether you're looking to optimize staffing, fine-tune your processes, or leverage AI tools to manage the madness, we've got you covered. Get ready to crush this year's holiday sales season!

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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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 "AI" products in the market, we help you distinguish genuine solutions from the fakes to ensure you're investing wisely. Learn how focusing on Knowledge Management Systems, smart integrations, and agent-level AI tools can deliver immediate ROI.

Whether you're facing challenges with lower interaction volumes or cost barriers, this episode offers practical strategies to help you compete with industry giants and boost customer satisfaction.

Tune in for actionable insights that make real AI accessible and effective for SMBs.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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Join 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 focusing on misguided efforts to appear productive.

In this episode, I’ll be sharing insights on how to break the cycle of false hustle and transform customer experience from the ground up. We’ll explore how to strike the perfect balance between the efficiency of AI and the irreplaceable human touch.

Tune in for:

Practical strategies to improve your contact center
Real-world examples of CX transformation
Actionable advice to make your customer service a genuine powerhouse of satisfaction and loyalty

Whether you're a contact center pro or just curious about the future of CX, this conversation is one you won’t want to miss

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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In this episode of "Advice from a Call Center Geek," we dive into the challenging world of dealing with angry customers.

Discover five powerful, actionable techniques that can transform heated interactions into opportunities for building customer loyalty. Perfect for contact center managers and agents alike, this episode covers:

The Empathy + Action Combo
The Interruption Buster
The Ownership Approach
The Reframing Technique
The Calm Questioning Method

Learn how to diffuse tension, regain control of the conversation, and turn frustrated customers into satisfied ones. Packed with real-world examples and practical tips, this episode is a must-listen for anyone looking to elevate their customer service game. Tune in to transform the way you handle difficult customer interactions!

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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Did you ever ask yourself what the high-end contact centers are doing differently? In this ACGpodcast, we dive deep into the cutting-edge technologies that set elite customer service operations apart from the rest.

This is how we are developing our strategic plan for Expivia.

From AI-powered chatbots to advanced analytics, we explore the tools and strategies that are revolutionizing the way top companies interact with their customers. Whether you're a business owner looking to upgrade your customer service or a tech enthusiast curious about the future of communication, this podcast offers invaluable insights into the world of high-tech contact centers.

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The contact center industry is evolving, and with that evolution, contact centers of all types are starting to learn valuable lessons.

In this episode, we'll dive into how the BPO landscape is changing, what these changes mean for customers, and the latest AI tools you should be asking for in your outsourcing RFPs.

Don’t let the title fool you, this episode is essential for anyone running a contact center.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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Join us as we dive into the journey of founding and growing OttoQa, a cutting-edge AI-powered Customer Experience (CX) company. In this episode, we'll share our firsthand experiences, lessons learned, and the challenges we faced in building a fully automated QA platform. Discover the strategies and insights that helped us innovate in the CX industry, the role of AI in transforming quality assurance, and tips for aspiring entrepreneurs. Whether you're a CX professional, tech enthusiast, or entrepreneur, this podcast is packed with valuable takeaways to inspire and inform your journey. Tune in to explore the future of AI in CX with OttoQa!

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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What if you could transform your call center’s efficiency and agent performance overnight? This episode guarantees you’ll walk away with actionable insights on crafting the ultimate QA forms for both voice and chat channels.

We’ll guide you on defining the crucial goals for your QA forms, such as enhancing agent performance, ensuring compliance, and extracting valuable customer interaction insights. With the collective wisdom from examining hundreds of QA forms, we’ll provide practical tips to structure your forms for maximum impact.

Whether you’re running a large or small contact center, these insights will significantly enhance your training and performance evaluation processes. Don't miss these transformative strategies to elevate your call center operations and deliver exceptional customer experiences!

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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In this ACG episode, we dive into the transformative impact of AI on customer service QA. Hosted by Tom Laird, the CEO of Expivia Interaction Marketing Group and OttoQa, this session explores how ChatGPT and Claude 3 enhance call analysis and agent performance monitoring.

Discover effective system prompting and its role in refining quality assurance for consistency and high accuracy, with standards reaching 96-97.5%. Learn the nuances of differentiating between sales and retention calls, assessing customer sentiment, and how these insights lead to clear communication.

This guide offers practical steps for integrating AI Auto QA into your business, enabling detailed data analysis and report generation. Ready to elevate your quality assurance strategies with AI? Tune in to find out how.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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Are you overwhelmed by the relentless push to overhaul your contact center with AI? Let's clear the air about the real impact of AI in this industry.

My recent talks reveal a surprising fact: many companies are not rushing into AI as believed. In reality, few have a detailed plan or have started implementation.

Join me in a practical journey as we create a roadmap for incorporating technology thoughtfully in your contact center.

Drawing from my latest engagements in Philadelphia and Miami, we'll focus on using what you already have efficiently and investing wisely, not hastily.

We advocate a thoughtful approach to innovation, ensuring you adopt AI at a manageable pace, suited to your business needs. This discussion is about building a strong foundation for growth, stepping into AI with confidence and a well-defined strategy for success.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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Tune into our latest ACG podcast episode, "Will Auto QA Platforms End the Era of Traditional CX Analytics?" where we dive into the world of customer experience analytics.

We’ll explore and compare the tools and techniques behind both Auto QA platforms and traditional analytics methods. This friendly chat is packed with insights about how each approach handles customer data and what makes them unique.

Join Tom as he unravels the complexities and discuss the future possibilities of integrating or balancing these technologies in the world of customer experience management. Whether you're a tech enthusiast or just curious about the latest trends, this episode is for you!

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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Join Tom in this insightful podcast episode recorded at the HDI Philly event held at Princeton University.

Delve into groundbreaking strategies and cutting-edge technologies, including AI, to revolutionize your service desk operations. Drawing from his leadership at Expivia, where he expanded the team to over 600 professionals, and his innovative work at OttoQA, Tom shares advanced methods that enhance operational efficiency and elevate customer satisfaction.

Explore the latest trends, tools, and best practices reshaping service desks across industries.

Whether you aim to optimize your current operations or completely transform your service approach, this episode offers expert advice and actionable insights to propel you to the forefront of industry excellence.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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Dive into the transformative journey of OttoQa, where we've uncovered the profound impact of prompts in elevating customer experience (CX) quality assurance (QA) processes. This podcast (taken from a Linkedin Live Event) brings the insights and methodologies from our extensive experience directly to you, focusing on the art and science of crafting effective prompts for QA automation.

Explore a rich discussion on both the fundamental and advanced strategies that have revolutionized our approach to prompts. This episode is designed not just to share knowledge but to inspire action. We encourage listeners to experiment with these techniques in their operations, building confidence in the technology and its application before making any significant investments or deployments.

Whether you're aiming to refine your CX prompting strategies or are curious about their potential to transform your service center, this podcast serves as your guide to unlocking the power of effective prompting. Join us in discovering the methods that have not only propelled our journey forward but also have the potential to redefine the landscape of customer service excellence.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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This podcast is based on the presentation I delivered in Miami at the "CX Under the Sun Event" to more than 100 CX professionals who are just beginning their journey with CX AI transformation.

During the presentation, I share my views on what is considered "real" regarding AI in the current market, what to be cautious about, and how to initiate AI integration within your organizations.

You won't find any unnecessary content or theoretical discussions here. It's all about the essential tools you should start exploring now and the reasons these tools need further development, regardless of what you might hear from AI technology providers.

DM me on Linkedin if you would like the deck from this talk!

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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As we step into 2024, the realms of Customer Experience (CX), Artificial Intelligence (AI), and contact centers are poised at the brink of transformative change.

Let's explore the exciting, realistic predictions that are shaping the future of these industries. These are part prediction and part wish list for what I would like 2024 to become.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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Join me, Tom Laird, and John Coulter from Five Star Call Centers, as we journey into a conversation on "Advice from a Call Center Geek."

Key Highlights:

𝟮𝟬𝟮𝟰/𝟮𝟬𝟮𝟱 𝗢𝘂𝘁𝗹𝗼𝗼𝗸:
What does the horizon look like for contact centers in the next two years? We're discussing trends, challenges, and opportunities that await!

𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆 & 𝗥𝗢𝗜:
Which technologies are set to revolutionize contact centers? We're exploring the tools that promise the highest utility and return on investment.

𝗢𝗻𝘀𝗵𝗼𝗿𝗲/𝗡𝗲𝗮𝗿𝘀𝗵𝗼𝗿𝗶𝗻𝗴 𝗪𝗮𝘃𝗲:
How is the nearshoring trend reshaping our industry? We analyze its impact on quality, costs, and overall strategy.

𝗕𝘂𝗶𝗹𝗱 𝗼𝗿 𝗕𝘂𝘆 𝗖𝗫 𝗧𝗲𝗰𝗵:
The big debate! Should companies build their own CX tech or invest in market solutions? We weigh the pros and cons.

𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻 𝘃𝘀 𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻 𝗕𝗣𝗢:
Unveiling the emerging 'Champion vs Champion' trend in BPO and its implications for the industry.

Don't miss out on these crucial insights that could redefine your business strategy and customer engagement approach. Listen, learn, and let's discuss! Your thoughts and experiences matter.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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This podcast episode of "Advice from a Call Center Geek", titled "AI Tools in CX: The Truth about ROI," delves into the practical aspects and return on investment (ROI) of AI technologies in the context of contact centers.

It critically examines various AI tools like large language model chatbots, analytics, agent assist, and auto quality assurance, discussing their suitability, cost implications, and impact on customer experience for different sizes of contact centers.

The episode provides insights into the evolving AI landscape, emphasizing the need for contact centers to carefully assess the real value and applicability of AI solutions in their operations.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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Welcome back to "Advice from a Call Center Geek," the podcast dedicated to enhancing your contact center operations! In today's episode, we dive into the often confusing world of technology for small contact centers. With the holiday season approaching and AI becoming a buzzword, we aim to clarify and simplify your tech choices.

Key Points Discussed:

Bridging Contact Center Operations and AI:
We explore how AI is shaping the industry, moving beyond the hype to practical applications, especially for smaller centers.

Technology for Small Contact Centers:
We focus on contact centers with under 100 seats, discussing how to select the right tools without getting overwhelmed by sales pitches for unnecessary tech.

Practical Advice:
We offer actionable insights on platforms suitable for different sizes of contact centers, from micro setups to those nearing 100 seats. This includes a detailed look at CCaaS and UCaaS platforms, and when each is appropriate.

Budget-Friendly Solutions:
We discuss cost-effective alternatives for quality
assurance, knowledge management, and other essential tools, emphasizing the use of AI and tools like ChatGPT to automate processes.

Hardware Recommendations:
Practical tips on choosing computers, headsets, and operating systems that offer the best value for money.

This episode is not just about technology trends; it's about making informed decisions that truly benefit your contact center. Tune in for an insightful journey through the maze of contact center tech!

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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In this episode of "Advice from a Call Center Geek," we jump into expert tips for setting up a successful contact center, drawing from our experiences at Expivia.

Learn about optimal team structures, effective management ratios, and strategies that foster efficiency and customer satisfaction.

This episode is a treasure trove for anyone looking to enhance their contact center operations, offering practical advice and insights that can transform your approach to customer service.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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In this episode of "Advice from a Call Center Geek," we dive into a topic that's known for stirring up plenty of debates and strong feelings: CcaaS platforms.

I'm eager to offer my perspective on what's happening in the world of these providers right now. We'll explore the various aspects that make this topic so controversial and why opinions vary widely in the industry.

My aim is to provide you with a detailed understanding of the current landscape, drawing from my experiences and observations in the field.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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Imagine navigating the rapid changes in the Business Process Outsourcing (BPO) industry with the help of Artificial Intelligence (AI). How do BPOs need to adapt and evolve to stay competitive in this AI-driven landscape? That's what we're discussing in this enlightening episode, drawing insights from a seminar at the Google campus and exploring the potential of technology to revolutionize contact centers.

With a focus on enhancing customer experience (CX), we delve into how technology can be a gamechanger. From backfilling headcount to reducing average handle time, we explore how becoming CX partners for clients can transform your business. We also examine how analytics can provide a deeper understanding of customer sentiment and how gamification can add value to the customer journey.

Are you ready for the future of BPO technology? We discuss how BPOs need to become proficient in the latest tools to offer value to customers. From leveraging features like auto summarization and Agent Assist to understanding the impact of chat GPT and its new voice capabilities, we cover it all. We also highlight the significance of automated voice services in increasing customer engagement. Tune in, stay updated, and remain competitive in this ever-evolving industry.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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This episode is less theory and more "What you need to do!"
This audio recording is from the LinkedIn Audio Event we hosted on Friday, November 3, 2023. It's an in-depth discussion that covers all the preliminary steps you should consider before embarking on your journey into Artificial Intelligence.

We also explore the various tools that can significantly enhance your experience and effectiveness in the field. Additionally, the conversation includes insights into some of the most exciting and innovative tools that we anticipate will emerge in the AI landscape soon.

This episode is aimed at providing you with a comprehensive understanding of how to get started with AI and the technologies that could play a crucial role in shaping your experience.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
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𝙏𝙝𝙚 𝙍𝙤𝙤𝙢 𝙒𝙝𝙚𝙧𝙚 𝙄𝙩 𝙃𝙖𝙥𝙥𝙚𝙣𝙚𝙙"
NICE's remarkable team flew Tom to New Jersey at the White Eagle Hall, to step into "The Room Where It Happened," their exclusive video series that casts a spotlight on the pulse and prospects of Customer Experience (CX). There, Tom's own audio narrative brought to life what we regard as one of our most compelling podcast episodes and one of our all time personal favorites!

In "The Room Where It Happened," our podcast dives into the transformative role of AI in contact centers, showcasing its capacity to streamline traditional roles and pave the way for innovative practices. Tom provides insight into the future of quality assurance and the unique opportunities AI presents for BPOs to differentiate themselves. The discussion culminates powerfully, drawing from Tom's tenure at Expivia, demonstrating how integrating AI with a focus on people can greatly enhance staff retention and customer relations, paralleling the influential outcomes crafted in history's most notable CX rooms.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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In this episode of Advice from a Call Center Geek, we take you into the keynote speech that Tom gave at the Google Complex in Boulder Colorado to a group of contact center outsourcing company leaders which was sponsored by NICE, Google, and Outsource Consultants.

We've transitioned Expivia from just being a "contact center outsourcer" to embracing our role as a "CX technology partner" and give the full case study about this in this episode.

The shift in perspective?

It's not just about answering calls and chats anymore; it's about leveraging technology to enhance customer experience.

Key takeaways:

• Adapting to Change: Reframing our identity alleviates the fear that comes with evolving business landscapes.
• Tech Investments Then: It used to be about direct ROI and customer value for each tech buy.

• Tech Investments Now: We view technology holistically. Not every tool will promise immediate ROI, but together, they drive value and competitive advantage.

• The Reality of Agent Assist: While I grapple with its direct profitability, it's undeniable that it's becoming an industry norm, crucial for winning new business.

As we continue this journey, our focus remains: Balancing tech investments to ensure both our growth and enhanced customer value.

If you are a BPO, 2024 will be a huge year to think through these changes.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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Ready for a peek into the AI-driven future of contact centers? Dive in with our special guest, Robbert Dijkstra of Deepdesk. Discover how AI transforms both the agent and customer experience in digital mediums like chat. Robbert shares how automation not only boosts productivity but also reduces repetitive tasks for agents.

Grasp the crucial role of data in shaping large language models. When integrated with customer interactions and context, the results are a stellar customer experience.

Delve into the upcoming trends in language models for contact centers and the tech advancements businesses can embrace.

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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Here is a quick min-pod on some initial thoughts on the 350 million dollar purchase of LiveVox by NICE.

This is essentially a union of two firms where one's strengths balance out the other's limitations.

The Cxone Dialer is mediocre, and certainly not a standout in the industry, whereas CXone continues to be the industry front-runner for inbound CcaaS.

On the other hand, LiveVox boasts an outstanding outbound service with a vast portfolio of outbound clients. However, they've struggled to gain momentum in the inbound CX domain.

In my opinion, this merger is a strategic move for both companies. Relying solely on outbound strategies in today's regulatory environment is challenging, and I believe LiveVox was aware of this.

On the Cxone side, they now have arguably the best outbound platform in the market.

#ccaas #cxone #callcenter #contactcenter #callcentergeek #cx

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Ready to transform crisis into opportunity? In this episode, we promise to arm you with practical strategies and cutting-edge tools to navigate the choppy waters of crisis management in contact centers. We use our insights and experiences to illuminate the potential of modern Customer Experience tools to mitigate such crises. With our guidance, you'll learn about setting up minimalistic self-service websites, deploying AI chatbots to deliver vital information, and strategizing to handle customer complaints effectively.

We don't stop there! Harnessing social media during crisis communications can significantly make a difference. Listen as we unfold various social media strategies, right from TikTok Lives, Q&A sessions, to effective email campaigns.

We also delve into the mechanics of adjusting IVR systems, routing calls to BPOs, and utilizing analytics. We shine light on the importance of maintaining consistent messaging for an enhanced customer experience. By the end, you'll be equipped with the knowledge to not just survive a crisis, but to leverage it for growth. So sit back, and let's change the game of crisis management together!

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Ready to unlock the secrets of automated QA in your contact center? This episode is brimming with insights about using chatGPT to revolutionize your QA, promising to transform how you approach your work. We walk side by side with you, through the labyrinth of user accounts and databases, right up to crafting prompts for a form from a client.

Ever wondered how to ask the most effective questions and generate impactful call evaluation outputs? Your search ends here. We navigate the crucial waters of quantifiable metrics, systems to rate calls using binary points and CSAT scores, and the power of leveraging a confidence score for each assessment.

As we round up our discussion, we lift the veil on how AI can categorize call transcripts and the potential scalability of a SaaS model for larger companies. We touch upon our exciting, upcoming Discord, and share the success of our MVP. Delving into the importance of alpha and beta testing, we also explain the immense benefits of employing chat gbt to automate QA. Whether you're seeking to enhance your QA system or merely curious, this episode promises a treasure trove of actionable insights. Buckle up and join us on this journey!

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Dive into our mini podcast on our new value add OttoQA!

Discover how we're reshaping the landscape of QA for call centers with fewer than 50 agents. Say goodbye to spreadsheet hassles and embrace AI-driven efficiency.

Plus, find out how you can become an integral part of our journey as an Alpha and Beta partner. Don't miss this quick but informative listen.

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In "Revolutionizing Call Centers with ChatGPT Prompts," we unveil the power of AI in redefining call center operations. This episode is a goldmine for managers and supervisors, as we share the best prompts to optimize and streamline your operations.

Dive deep with us into the crux of Overall Operations to decipher key performance metrics and understand their implications. Learn how Workforce Management can be demystified with the Erlang C formula and ChatGPT. Uncover the transformative potential of targeted Training simulations based on real-world scenarios.

Enhance agent responsiveness with the Agent Assist system, drawing from the most common queries and challenges. Explore the nuances of Analytics, using ChatGPT to identify trends, bottlenecks, and areas ripe for improvement.

Delve into QA to understand how to ensure consistent, top-tier service quality. And finally, discover the art of Coaching, using AI insights to provide pinpointed feedback for agent growth.

This isn't just about harnessing AI but maximizing its potential for tangible results. We're giving away the best prompts to supercharge your contact center.

Tune in, apply, and witness the transformation!

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Episode 200!

Dive into the evolving landscape of AI in the contact center QA space with our next Advice from a Call Center Geek podcast!

Chris Mounce of EvaluAgent® returns to go head-to-head with our host Tom Laird in a riveting debate.

Can AI truly automate scorecards, or are we still testing the waters? How do we ensure quality in AI-powered QA, and how should we interpret and leverage the data it generates? Discover the most practical AI use-cases in QA right now.

We're peeling back the curtain on how organizations are capitalizing on the low-hanging fruit of AI implementation as it relates to QA.

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Envision a reality where Artificial Intelligence (AI) commandeers your customer service. Consider AI not merely conducting routine transactions but also enhancing intricate and emotionally nuanced dialogues with your customers.

Is this a far-off dream or a prevailing reality?

We dive into this and much more in our recent "Advice from a Call Center Geek!" podcast episode with customer experience maestro and influencer, James Dodkins.

We embark on a journey through the realm of 'autonomous enterprises', where businesses are leveraging AI and automation to revolutionize customer interactions and maximize operational efficiency.

Looking ahead at the future of call centers, we discuss an interesting contradiction - the level of expertise required to substitute AI and automation could paradoxically increase the status of call center agents. There are some truly thought-provoking discussion points here.

We conclude the hour-long episode by deliberating on the role of trust in the era of AI.

This episode is a must-listen if you're contemplating the implications of AI on customer experience!

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Ever wondered how your contact center could save significant costs while keeping up with the QA process? Brace yourself for an enlightening discussion and AMA where we unravel the potential of AI in transforming Quality Assurance in your contact center.

We'll take you through our early journey of automating QA processes, sharing our experiments with chat GPT and how its possible for any contact center to start to think through the process of using AI for QA.

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You are just a click away from transforming your contact center from a drab workspace to a vibrant one; come join me, Tom Laird, as we revolutionize your call center experience. I promise to share the secrets to creating a positive and effort-driven culture, where attitude and effort outweigh resumes. I'm excited to share insights from my own journey of managing a contact center, making it a more desirable place to work, and how we can adopt these practices to revamp any workplace culture.

This episode is a treasure-chest of practical tips. Learn about changing your hiring process that prioritizes culture, and the innovative ways to motivate and promote your agents. I'll share the importance of rewarding the best agents, not just the longest tenured, and creating an environment that values the agents who align with it. We'll also explore the critical role of culture in organizations, with a focus on building a strong team of agents who truly embody that culture.

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Imagine having the power to reshape customer experience in your call center with artificial intelligence. What if you could emulate the behaviour of your most effective agents, optimize IVR, manage workforces, and even facilitate self-service with AI? Get ready to explore how AI is transforming the world of customer service, as we delve into these possibilities and much more. From digital twins to generative chatbots, we bring you the inside scoop on how AI models are revolutionizing customer interactions.

Moving on from AI's current impact, we'll also step into the future trends that are shaping the contact center universe. Ever thought about AI translating customer conversations in real time or using augmented and virtual reality applications in your call center? Perhaps you've considered the potential of blockchain technology to bolster your customer data security? We'll dissect these trends, discussing their potential and how they can be harnessed for your business. Whether you're interested in improving agent feedback, optimizing call routing or exploring the advantages of a cloud-based system, this episode is packed with insights. So buckle up and get ready for a deep-dive into the world of AI in call centers.

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Ever wondered how the hustle and bustle of your favorite restaurant correlates with the operations of a call center? Picture yourself at a bustling eatery as we break down the ins and outs of call center metrics in relatable terms. We’ll be interpreting essential terms like incoming calls, cue calls, and abandoned calls in an easy-to-digest format, perfect for those just venturing into the industry.

Now, imagine the chefs at a restaurant, working tirelessly to keep up with the flurry of orders. This is akin to the pressures of metric conversion in service industries, and we'll carefully explore strategies to prevent burnout. We'll discuss key metrics and KPIs like occupancy, average handle time, average talk time, and average queue time. We'll also analyze the longest delay, a crucial element in customer satisfaction, akin to the longest time a patron had to wait for their food!

As we bring it all together, we'll elaborate on how requests from clients can impact metrics such as handle time, and guide you on making decisions that uphold the interests of both your customer and client. Refused calls, working time, occupancy, average handle time, and average profit margin - all these elements will be addressed. Regardless of your background in the call center industry, this episode promises to enhance your understanding of call center metrics and KPIs. Tune in to gain pivotal insights that will elevate your call center's operational efficiency and customer service quality.

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Are you struggling with coaching your call center agents effectively? Join us as we explore five popular coaching methods and share personal experiences on how to structure agent coaching sessions for maximum results. With insights on the GROW method, the Oscar method, and more, you'll learn how to help your agents take control of their calls and elevate their performance.

This episode is packed with valuable discussions on various coaching models, including the GROW, OSKAR, COACH, CLEAR, and STEPPPA models. We delve into the importance of setting achievable goals, examining the reality of the situation, and creating a plan of action. Alongside this, we emphasize the significance of role playing and having a non-confrontational back and forth with the agent to enhance their training.

GROW Model: The GROW Model stands for Goal, Reality, Options, and Will. It's a simple yet powerful framework for structuring coaching conversations. The coach helps the agent to define a clear Goal, understand the current Reality, explore various Options, and finally commit to a course of action (Will).
OSKAR Model: OSKAR stands for Outcome, Scaling, Know-How, Affirm and Action, and Review. It's a solution-focused model of coaching. The emphasis is on what is working well and how to do more of it, rather than focusing on problems.
COACH Model: This model stands for Connect, Outcome, Awareness, Course, and Highlight. It emphasizes building a connection, setting clear outcomes, creating awareness, choosing a course of action, and highlighting what was learned.
CLEAR Model: The CLEAR Model stands for Contracting, Listening, Exploring, Action, and Review. It starts with contracting or setting the terms of engagement, followed by listening and exploring to understand the current situation, and then moves to action and review.
STEPPPA Model: STEPPPA stands for Subject, Target, Emotion, Perception, Plan, Pace, and Action. This model is particularly useful in helping individuals with goal setting and taking action to achieve their objectives.

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This episode of ACG was taken from the Linkedin Live Audio Even that we did with followers on June 13, 2023.

Some of the topics brought up were:

What is the internal lift to implement tools like speech analytics?
Plusses and minuses of moving to the cloud?
What ratios should contact center management be?
What are some of the best practices for routing in the IVR?
What are some of the overall best practices for CX in the IVR?

A lot of value here as these are all done in a conversational AMA format

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Ready for a game-changing episode that will skyrocket your contact center's customer experience? Join us as we unveil 10 tips on maximizing your platform, from leveraging analytics to engaging your employees in creative ways.

Discover the power of using an effort multiplier to incentivize attendance and workforce intelligence to keep your service levels top-notch. We'll share practical examples from our own BPO, Expedia Interaction Marketing Group, and offer insights on enhancing both security and analytics in your call center. Plus, learn how AI customer call sentiment analysis can give you an edge in understanding and improving customer interactions.

In addition to those cutting-edge tactics, we'll discuss employee engagement strategies like digital suggestion boards, leadership groups, and offsite knowledge sharing. Your call center's success is our priority, so don't miss out on this treasure trove of actionable tips and unique insights to elevate your game. Tune in now and start transforming your customer experience today!

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Hubie Brown is a renowned basketball coach known for his impactful strategies and insight. When I attended one of his clinics, the title was "Cool Things I Want to Talk About to Help You With Your Teams." It featured 10 random, yet valuable, pieces of advice to improve a team's performance.

As I prepare my live talks for this spring and summer, I've decided to create a podcast inspired by Hubie Brown's approach.

In this episode, I'll share 10 useful tips to enhance your contact center without a specific theme. These tips will help you optimize your contact center operations and provide a better experience for both your agents and customers.

Value everywhere here.

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Join us in this episode as we reflect on our learnings from the Call and Contact Center Expo.

We delve into the realities of AI in the contact center industry, discussing key trends, innovations, and insights from my conversations with industry leaders and companies.

We explore what's genuinely feasible with AI, the challenges in adoption, and why we may still have a ways to go before realizing its full potential.

Tune in for a balanced perspective on the state of AI in contact centers and its implications for the future of customer engagement.

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In this episode of Advice from a Call Center Geek, we dive deep into the world of contact center quality assurance with QA expert, Chris Mounce from EvaluAgent.

Together, we explore the crucial do's and don'ts of designing effective contact center scorecards, offering valuable insights on the development of comprehensive and meaningful metrics that accurately gauge agent performance.

We delve into the importance of understanding the intricacies of your specific contact center and the necessity of tailoring your scorecards to reflect those unique needs.

Additionally, Chris shares a wealth of invaluable tips on enhancing coaching techniques, focusing on methods that foster empowerment and motivation within your team.

By concentrating on these vital aspects of management, you can ensure that your team is set up for continued success and growth within your contact center operation.

Tune in to this information-packed episode and take away actionable advice that will help elevate your contact center quality assurance efforts to new heights.

Click here for more information on EvaluAgent:
evaluagent.com

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In this episode of Advice from a Call Center Geek, I share my insights and experiences on harnessing the power of TikTok and other social media platforms to boost B2B sales and personal branding within the call center and contact center industry.

Drawing from my personal journey and learnings, I discuss proven strategies, valuable tips, and real-life examples to help you create engaging content, connect with your target audience, and stand out in the competitive landscape.

Tune in to discover how to unlock the full potential of social media for your career in business and in the call center world.

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Unravel the mystery behind the "wow" factor in contact center customer service in our Advice from a Call Center Geek Episode, " Deconstructing the "Wow" Experience: Defining Excellence in Contact Centers."

We'll discuss the pitfalls of "false hustle" and the significance of authentic communication, empathy, and active listening in building strong connections with customers.

Explore strategies to understand customer expectations and tailor your approach for various industries.

Join us on this journey to redefine what it means to "wow" your customers and create a lasting impact in the contact center space.

We also answer AMA questions from the live Tiktok and Linkedin feeds we took in during the recording of this episode.

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In this thought-provoking podcast episode, we venture beyond the traditional perception of AI and ChatGPT as mere chatbot tools, revealing their true potential to revolutionize the contact center industry in numerous ways.

Discover 10 unique applications of ChatGPT that go far beyond customer interactions, touching on advanced training and onboarding for agents, creative problem-solving, workforce management, augmented reality integration, and more.

Uncover how ChatGPT is enhancing security, predicting customer lifetime value, and providing real-time voice translation for seamless multilingual support.

Join us as we explore the full spectrum of possibilities offered by ChatGPT, and see how it can redefine customer service by harnessing the power of AI for greater efficiency and effectiveness.

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Post covid, with many of our staff WFH, we have rethought how we train and prepare our contact center middle management and agent supervisors to excel in their roles.

In this episode, we talk about the new management trainee program that will be will be implementing to our staff later in 2023. We hope this gives you some ideas to help your management staff as well.

1. Building out your contact center hierarchy
2. Weekly meetings
3. Teach Leadership theory
4. Practical Skills
5. Legal side of the contact center
6. Real-world experience
7. Graduation!

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In this episode of "Advice from a Call Center Geek" Podcast, we look at 9-10 ways that you can improve the coaching culture of your contact center to create better agents and improve the customer experience.

We also answer some questions that came in on Linkedin and TikTok Live!

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We all want a better CX, and doing that means we need to improve the tone of how we are interacting with customers.

I have seen it many times when a customer calls a contact center and gets the desired outcome they needed, but because the tone was off on the call (indifference, bad word choice, talking over the customer...) the customer left the call with a negative feeling about the call and the company.

On the flip side, great customer service agents can make a customer feel good even if they can't help with the desired outcome (think policy or procedure of the company) leaving the customer to still think highly of the agent and the company.

How? It starts with Tone.

The Tone is the Message.

In this episode we talk about:

1. Hiring for Tone
2. Training for Tone
3. How to Measure Quality/Tome
4. Importance of Incentivizing the Tone of your Agents
5. Calling out Great Tone on your Floor.

For the last 15 minutes, we opened the floor up to questions in Linkedin live and answer lots of questions on this!

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This episode is for you if you are a BPO owner/operator.

In this episode of ACG, we talk about benchmarking the financial aspects of your BPO, setting up your books for maximum valuation, multiples in the market, maximizing your BPO for an exit, and so much more.

Every day, contact center BPOs are focused on many operational metrics or KPIs that describe how the center is performing.

But that’s not the entire picture. Eric Crouse, Partner at Kommit & Company, an M&A firm that specializes in the contact center BPO market takes about a benchmarking report created by his team that analyzed a huge data set of public and private contact centers that will peel back the curtain on key financial benchmarks of our industry.

Combining operational performance with financial performance is the key to long-term growth and profitability for our industry, and what you will discover from this report may surprise you.

Here is the link to the youtube video of this episode to view the slides and data in context:
https://youtu.be/Kg9O9rDpBY0

Here is the link the free benchmarking report:
https://gokommit.com/

#callcenter #contactcenter #callcentergeek

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OK, that was awesome.
We did a Linkedin LIVE and a TikTok LIVE at the same time to record this podcast episode. The episode then turned into a crazy (in a good way) AMA with questions coming from both platforms.

My 25-minute podcast ended up going about an hour. I love the questions, I think they provide much more value than just me yammering on about a topic.

I wanted to give my thoughts in a podcast episode on building out the Ai contact center of today and of the future the right way. Many mistakes are going to play out over the next couple of years as the rush to AI begins. You will find this in the first 25 minutes of the episode.

After that, there are many questions on the topics of VOC, culture, RPA, and some other contact center questions that come in on Tiktok.

I hope you enjoy it!

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On this episode of Advice from a Call Center Geek, we bring together two of my passions, customer experience, and the blockchain.

Shelli Ryan, APR, Fellow PRSA the founder/principle of the CX Block Chain Institute which is the worldwide authority focused on fulfilling blockchain for the CX (customer experience) industry talks about implementing the blockchain into your contact center and CX environment. Not only how to do it, but why you need to do it.

You know I love talking blockchain, web3, and NFTs, especially with how they relate to CX. There is no better person in the world to speak about this.

This is a top 5 all-time ACG episode!

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For a sports team looking to improve, they routinely will bring in other coaches to do an internal self-scout to try to show where the weaknesses are and how to improve on those.

This same concept should happen in your contact center at least once a year.

Here are some of the questions that we would ask and start to work with your team on. You don't need a consultant for this, you just need the framework that we provide in this episode.

I hope this gets you thinking differently about your contact center and allows you to make some of the improvements that you are your staff can agree on!

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This episode was taken from our first TikTok Live AMA that we did. Followers sent us questions and we answered live on the spot!

Some of the topics covered in the episode are hiring, games to play in the contact center, culture, sentiment, analytics, culture, and more.

I really like these episodes as we get to cover a ton of different topics at once!

Make sure you follow us on TikTon @callcenter_geek as we do a tin of lives and post multiple call center ops videos a day!

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In this episode of Advice from a Call Center Geek, we look at all the tools that you need (and don't need) in setting up a high-end customer service contact center for the lowest amount of money possible while still not forgetting about quality.

We talk about places you can save money by using or not using technology and look at all the things that you need to think about that most don't until it's too late!

We also answer some listener questions on the erlang-c calculator, shrinkage, and the timing of virtual callbacks.

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ChatGPT has opened the eyes to what true AI may be capable of.

In this episode of Advice from a Call Center Geek, we look beyond the "normal" uses cases of Ai uses in such tools as chatbots and analytics and think about some of the unique and "out there" uses cases for AI in the contact center and CX environment.

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In this episode of Advice from a Call Center Geek, we look at some unique ways to route calls in your contact center using data and CRM integrations.

Integrating your data and your telephony is a very cost-effective way to improve your customer experience.

Some of the topics discussed are:
Customer Segmentation
What Data Sets to Use
Workforce Intelligence
Virtual Callbacks

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In this episode of Advice from a Call Center Geek, we take a hard look at what happened specifically with Southwest Airlines and the total customer service meltdown that occurred over Christmas '22.

We also talk about infrastructure and tips and tactics to follow when your organization gets in an emergency heavy queue!

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Ultimate Guide to Contact Center Outsourcing Episode
This is one of the best episodes of value/content we have ever created.
If you are looking to outsource your contact center this is a MUST listen.

25 minutes of why you should outsource, why you shouldn't outsource, what are the red flags to watch out for, what you should expect to pay, what you should not pay for, the technology you can ask about and so much more.

Zero selling here, just content to help with your outsourcing journey especially if it's your first time outsourcing.

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One of the best ways we have been able to create stars in our contact center is by doing a weekly 15-minute agent review with our contact center agents.

In this episode, we give you the five detailed steps in creating this in your contact center.

Review
Address
Goal Planning
Progression
Documenting

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In looking into my crystal ball, I wanted to talk to you all about three technology predictions that I see for 2023 as it relates to the contact center.

I want to focus on where I see AI really having the biggest impact in not only assisting agents but in how it will be changing the internal working of our contact center operations as well.

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Most of us, as call center managers want to create a culture of fun and enjoyment in our contact center environments.

How do we do that, it is organic games, gamification, motivations...and what do we do when we have the "bah humbugs" that don't want to play or think games are beneath them.

In this episode, we talk about how to use games and motivations as positives and not negatives.

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I was asked to talk to a class of pre-startups on the topic of Marketing and Branding at Gannon University where I am vice chair of the Erie Technology Incubator.

In this presentation, I talk about what I do every day to create content at scale to grow my personal and business brand.

Marketing, branding, sales... these are the pillars of new business and community building. I get many questions from BPOS on "How do I get new clients" and I see many of you out there trying to advance your personal brand.

I hope that this episode inspires you to start your branding or take it to the next level.

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In this episode of Advice from a Call Center Geek, we take a look at the three pillars of contact center metrics, efficiency, quality, and sales. We discuss our favorite metrics in each category and how you can maximize all three!

Check out our Free ACG NFT drop currently happening on Opensea. The link is here:
https://opensea.io/collection/acg-access-token

These tokens include:

Two 15-minute video calls with Tom Laird about any call center or contact center topic you have issues or questions about per year.

Access to a special email address for only holders where I will answer # any question at any time within 24 hours.

A private Linkedin/Discord group just for holders.

Private AMA and Webinars just for holders.

One 30-minute staff training session / AMA on any contact center topic you would like me and my staff to talk about.

Drawing once a year for access to Veecon (1/25 chance) and dinner with me and the staff at the show.

Free ACG Hoodies/Tshirts

Whatever else we can think of to add value.

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Token Address:
https://opensea.io/collection/acg-access-token

We have a FREE NFT project for anyone that is a call center supervisor or manager. These 20 (4 are already gone as of this typing)tokens that give you the utility of:

Two 15-minute video calls with Tom Laird about any call center or contact center topic you have issues or questions about per year.

Access to a special email address for only holders where I will answer # any question at any time within 24 hours.

A private Linkedin/Discord group just for holders.

Private AMA and Webinars are just for holders.

One 30-minute staff training session / AMA on any contact center topic you would like me and my staff to talk about.

Drawing once a year for access to Veecon (1/25 chance) and dinner with me and the staff at the show.

Free ACG Hoodies/Tshirts

Whatever else we can think of to add value.

We will have 5 Tokens as well called Mentor Tokens that cost .75 Eth. These come with all of the above PLUS 30-minute video calls once a month with me to help in any way I can with your contact center.

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In this episode, we welcomed Nick Corso AKA Corso, Community Success Lead at Veefriends, one of the most popular and largest NFT projects on our Advice from a Call Center Geek Podcast.

We have an in-depth conversation discussing how to create and moderate a community as it relates to NFT projects through ups and downs. Community moderation will be a new channel that brands will need to service as they venture into Web3.

Veefriends is Gary Vaynerchuck NFT project. It currently has over 360k community members in its discord.

Great discussion on topics such as:

Can you explain what Veefriends is and how you got involved?

Take us through a normal day in what a moderator does.

Do you as a moderator define the culture of the community, or do the members do that?

Do you see a role for more interaction channels than just primarily IM?

Do you track influencers and bad actors in the community?

What is the policy for when you act on someone in the community causing issues?

Talk about training for mods?

Where do you see the concept of community moving to, discord really was not meant for this.

How are you seeing brands moderate community compared to an inde project?

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I got this question Dmd to me in Linkedin. This episode is my in-depth answer on setting up new tech in your contact center.

"Tom,
We talk a lot about how much tech can help us in the contact center space, but I find that many tend to think that tech is some kind of magic button (just deploy it and it works, and people are disappointed that it's not that easy).

You mention a good bit of trial and error and testing (especially on your last speech analytics podcast). It may be good to understand things like...how do I determine what to test/build/deploy, how do I prioritize...basically how should I product manage and what type of team/roles/SMEs do I need to do this (product managers, project managers, scrum masters, etc).

Do I need a SME for reporting, one for WFM, one for QM, one for speech, one for CX, one for AX, etc, etc. Hope that makes sense. I work mostly on the tech side...but often I find it difficult to set expectations and convince others that we need help determining what to build :). Hope that makes sense! Thanks! "

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Sanas is a startup in Silicon Valley that has developed software to make offshore accents sound more "American" or as some say, "more white".

I have done a ton of research on the company, took the demo at CCW, and have read and watched as much as I can on both sides of the contact center controversy.

In this episode, I give my raw take on what I think is going on.

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The use cases for using speech analytics are endless when you really put the tool to the test. In this episode, we talk about 10 ways that we are using analytics in our call center to maximize its use!

1. Proactive Customer Service

2. Rewarding Associates for Great Sentiment

3. Generating Marketing Data

4. Finding Out the Why

5. Noting Frustration

6. Learning What the Real SLA Variance Should Be

7. Tracking Silence

8. Fraud Protection

9. Tracking competitors

10. Expanding Channels

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This was taken from a talk that I gave to a group of Wisconsin Customer Service Professionals back in 2020 on a range of contact center operational topics.

This is a 13-minute segment from that talk and one of my favorite pieces of content I have ever created.

I have been looking for this for over a year!

I think you will enjoy the topics engagement topics that span from games to play, leadership committees, and some other unique ways that we have fun with our employees in our contact center.

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Buying a new contact center platform is a HUGE decision for any organization. In this episode, I give you all the tips that I can think about that I give to my customers when consulting or as a referral partner for them.

If you are just starting on your path or even if you are already down the road before you sign any deal you need to listen to this episode. It will save you money.

Some of the topics we talk about:

Pricing
Negotiating Everything
Using a Partner
3rd Party Implementors (to use or not)
Scoping out Your Needs vs Wants
Now is the time to Dream!
Platform Pricing
Should you do an RFP

And many more tips.

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When you are working in the contact center environment, there are many people and personalities that you need to engage with in a positive way, sometimes that is easier said than done.

Issues between associates or supervisors unfortunately will happen.

In Episode 159 of Advice from a Call Center Geek, we talk about what to do when there is an issue that happens on a team in your contact center and more importantly some tips on how to avoid them in the first place.

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In this episode, we have a detailed discussion of my 5 1/2 favorite call center and contact center metrics that we look at and benchmark. Some tell the story as key benchmarking metrics, and some can tell you if something is a little off.

When you put all of them together, you have a great idea of what is happening in your contact center.

The metrics discussed are:

Service Level
Average Handle Time
Occupancy
After Call Work
Agent/Customer Sentiment

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To kick off the second half of 2022 from an ACG perspective, we play a game of Overrated, Properly Rated, or Underrradted with different call center and contact center topics.

For example, are these tools, metrics, topics OR, PR, or UR?
CSAT/NPS
Sentiment
AI in the Contact Center
WFM
Average Talk Time as a Metric
Dress Code in the Office

And a couple more topics to get you thinking and agreeing or disagreeing with me!

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With the forecast of some rough economic waters ahead, let's take a look at some things you can do to help your contact center get through this unscathed. In this episode, we give seven ways or tips that you need to think about to help your center get through.

Some are obvious like focusing on efficiency tools and retention efforts to customers, and some are not, like how I will convince you to RAISE your contact center rep's salaries during these periods.

Love to know your thoughts on this episode.

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Here is my honest assessment of CCW 2022 (June)

The Good:
The technology is getting better and better with each show, the industry is strong with many tech leaders showcasing amazing uses for Ai, gamification, augmented reality, WFM, voice authentication, and gamification.

The Bad:
Very few end-users at the show. It was more of a technology showcase than a place to do real business with lots of buyers, especially in the BPO market.

The cost is astronomical, there are some funny stories like how much it costs to even get your booth carpet swept with a vacuum (no that's not a joke)

The Missing:
Thought leadership. When you have to pay to speak for most of the sessions, the emphasis is on ROI and not on adding value.

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On this weekly "Advice from a Call Center Geek" Ask me Anything we talk about a range of topics.

In this episode, I give my first thoughts on running your contact center during an economic downturn, what to focus on and how to make sure you stay as efficient as you can.

I get questions on using Analytics to in cent reps, what I look for when buying contact software, and how I spend my time to get the most use of call center shows and expos.

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I am personally really excited about all of you listening to this episode!

In this episode of Advice from Call Center Geek, I sit down and have a conversation with Ashish Nagar, CEO of Level_AI on the state of AI in the contact center.

We define Ai as it relates to the contact center, and talk about where Ai in the contact center will be in 24-36 months.

We dig deep into speech analytics and discuss how speech analytics works and how it could be done better.

We wrap it up by talking about how agent assists technology is evolving, how Ai will be affecting QA, and where AI really struggles in the contact center.

If you love contact center tech, you will love this episode.

If you would like more information on Level-Ai head over to:
https://thelevel.ai/

To connect with Ashish Nagar:
https://www.linkedin.com/in/ashishnagar/

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In this episode of our weekly Linkedin live AMA that we do every Friday from 1-2pm EST I talk about:

Contact Center Conferences and where I see them going.
The state of the economy and how that will be affecting contact centers and technology purchases.
How to ensure consistency of service overall agents in your contact center
Engaging reps over IM tools
Measuring Agent Sentiment as a key KPI
The place for Gig workers in the Contact center space

And so much more!!!

Really good and informative AMA.

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For this of you that don't know him, James Dodkins used to be an actual, real-life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums, and tore up stages all over the world, James is now the CX Evangelist at Pegasystems where he researches the mindsets, principals and philosophies of companies that deliver ‘Rockstar Customer Experiences’.

James was awarded The UK's #1 CX Influencer by Customer Experience Magazine in 2020, The UK’s Most Outstanding CX Keynote Speaker by Corporate Vision Magazine in 2021, The World’s #10 Customer Service Guru by Global Gurus in 2021, as well as countless other notable mentions in industry publications like Business Insider, The Times and Forbes.

James is also a two-time #1 Best Selling Author and the Ex-host of Amazon Prime’s weekly topical CX show, ‘This Week In CX’.

In our 60 minutes together, James and I talk about all things CX and contact center from Ai, building community, the blocking and tackling of service, gaining trust with customers, and even a little NFT and web three discussion.

Really interesting podcast episode that will add a ton of value. This was part of our Friday Happy hour series. From 1-2 pm EST every Friday, we host our Advice from a Call Center Geek AMA where you get to ask any contact center of CX question you want. Sometimes its just me, sometimes I have amazing guests like James.

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In this episode of our weekly Advice from a Call Center geek AMA office Hour I answer questions on:

A day in the life of a call center supervisor
Changes in the digital channel landscape
Tip for lowering AHT
KPIS for agents to self govern

and more...

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My case for why blockchain technology will be the number one disrupter of the contact center and CX over the next 10 years.

Blockchain will be:
Streamlining payments
Taking away processing fees
Making Warranties seamless
Contracts will be written on the chain with If/then statements
Customer data will be encrypted overhauling how we verify customers
Customer loyalty plans will be forever changed
How we pay for and access SaSS products will never need a monthly credit card.

Think about an NFT, written in the blockchain that a customer pays for to never wait in the queue, like an EZ pass for waiting in line at an amusement park.

All this is coming soon.

In this episode, we dig deep into why I think this and why I believe it will even be more disruptive then Ai technology.

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Every week we do an Advice from a Call Center Geek "Office Hour" which is a one-hour-long AMA on Linkedin Live. Any question you have and want to ask I am there to try to help you and see if I can give you some value.

Topics/questions in this week's episode were on the topics of speech analytics, the power of sentiment, creating content for B2b, and our plans for WFH.

Thank you all and I how to see more of you on our next AMA (Every Friday from 1-2pm EST)

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Let's take a trip into a time machine and see what the contact center and customer experience look like in the year 2030.

How will the Metaverse, NFTs, VR, and AR have an impact on how business and service are done.

In this episode, I try to give you what I see CX looking like after talking to many experts in the industry over the past couple of months!

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In this episode of Advice from a Call Center Geek, Tom Laird sat down with Andrew McNeile, Chief Customer Officer at ThinScale.

ThinScale develops and provides endpoint software solutions that enable IT to deliver the most user-friendly, secure, flexible/versatile, and cost-effective VDI environments for Windows devices.

Tom and Andrew discuss, the new norm of the remote contact center agent, the security protocols that every organization should be looking at when dealing with at-home agents, and how to efficiently, effectively, and securely deploy one of the most talked-about topics in the contact center WFH space, BYOD (Bring your own device).

If you have work-from-home contact center agents, this is a must-listen-to episode to make sure all your security measures with your devices are covered.

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Let's pretend that I was hired out by a new million-dollar startup that asked me to set up their customer service contact center that they want to run in-house.

How would I go about doing it, what would I prioritize, and what are the most important pieces to look at.

This is a great episode for all call center managers that maybe want to change something or improve an aspect of the center.

We discuss:

1) Choosing customer channels
2) What technology is a must, what is a want.
3) Education
4) KPI/Reporting
5) QA Setup for large and small centers.

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That one call contact center agent that is consistently late by 1, 3, or 6 minutes every day to shift or coming back from break/lunch. This can be a tricky situation to handle and one that we all deal with in the contact center environment.

You get frustrated, WFM is on you, other agents are irritated because they can go on break until that agent comes back...it can be a mess if left unchecked.

In this episode, we discuss that it's ok to hold agents to certain standards as long as it's part of the core competency that you need from them and that's been explained. We also talk about certain ways to avoid this and when to move it to progressive discipline.

This should be a pretty valuable episode to any call center manager or supervisor.

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Middle management is the absolute lifeline of your contact center. Have you educated and given them the tools they need to be successful.

We are in the process of overhauling our management training program and want to give all of you an inside look at what you should be converting and how to do this.

This includes chapters on
:
TECHNOLOGY/OPERATIONS

Telephony understanding
KPIS (Already created a dictionary for this)
Reports- What to look for
Supervisor Checklist
Starting the Day the Right Way
Motivations
Analytics understanding
Daily Synopsis format

Dealing with agent issues (top 10 issues and how to handle)- Script and Video
Attitude Effort importance
Policies and Procedures
Legal issues
What we can say, can't say to reps and peers
When to Escalate to HR
Chain of Command
Slack

MONITORING/COACHING/CLIENTS

How to Coach
Monitoring/Scoring
Dealing with Clients

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Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "education" to 814-247-0633

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

Send us a text

In this totally unscripted episode, I sit down with 5 of our contact middle management to discuss how they manage their teams.

We talk about coaching tips, QA, dealing with motivation issues, and how to handle confrontation that sometimes arises in any work environment from their perspective.

Really unique episode and one that we want to do more of!

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community:www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "education" to 814-247-0633

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

Send us a text

Educating associates is a core competency of any solid contact center operation. In episode 141 of Advice from a Call Center Geek, we look at 7 Effective Call Center Training Tips You Can Implement Easily.

Topics in this episode include:
Focusing On the Major Call Center Skills
Equipping Your Agents with Sufficient Product Knowledge
Creating KPIs for Every Training Session
Making Training Sessions Practical and Easy to Implement
Fostering Continuous Improvement
Provide Constructive Feedback
Map Out a Clear Growth Pathway for Your Agents

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "education" to 814-247-0633

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

Send us a text

This episode is definitely in my top 3 favorite episodes and a MUST listen for any Call Center Geek out there. I re-recorded this episode 4 times to make sure I got across what I needed!

In this episode, we take a deep dive into the Metaverse and How it will fundamentally change CX, service, rewards programs, and customer retention.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "meta" to 814-247-0633

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

Send us a text

Turnover...the arch-nemesis of every contact center.

While it's never going to be perfect, there are some tactics that we can take to improve the culture and the turnover of the contact center environment.

In this episode, we look at 5 ways that we battle turnover here in my contact center, Expivia.

These include a dive into:

Culture
Associate Pay
Agent Engagement
Growth and Progression
Having a Say
Difficult Processes and Procedures

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "NFT" to 814-247-0633

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

Send us a text

I love this episode. If you are a call center geek, it's for you, if you are not but want to understand the power of the oncoming NFT revolution, this is for you as well!

NFTs are going to be a large part of business and service in the coming years. They are not a fad, they are a tool that all of us will need to understand, and the earlier that happens, the more ahead of the game you and your organization will be!

I have gone down the rabbit hole with NFTs, Crypto, Defi, and blockchain, and what to tell you all I have learned. In this episode, we discuss all the ways NFTs can and will be disrupting business. This is a brainstorming session where I want to plant the seed in all my listener's minds as to how you can utilize these new technologies.

We talk about NFT in terms of:

Tiers of Customer Service
Customer Tiers
Ticketing
Access
Content
SAAS Companies
Community
Contracts
Fundraising
Startups
REIT's
Metaverse
Gaming
API
AI

Discover exceptional, AI-driven contact center outsourcing with Expivia.

Visit expiviausa.com or message me in Linkedin at:
https://www.linkedin.com/in/tlairdexpivia/

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