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ยฉ 2024 Advice from a Call Center Geek!
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Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!ย
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Send us a text Black Friday and Cyber Monday are almost here, bringing the year's biggest sales rush! For contact centers, this is the Super Bowl of customer service, and preparation is everything. In 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 madn...
Send us a textIn this episode of ACG, we explore how small and medium-sized businesses can harness authentic artificial intelligence to transform their contact centers without overspending. With a flood 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 chal...
Send us a textJoin me for an exciting episode where I take a deep dive into the heart of my latest book, False Hustle. Many contact centers and CX leaders are unknowingly sabotaging their own success by focusing on misguided efforts to appear productive.In this episode, Iโll be sharing insights on how to break the cycle of false hustle and transform customer experience from the ground up. Weโll explore how to strike the perfect balance between the efficiency of AI and the irreplaceable human ...
Send us a textIn 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 ComboThe Interruption BusterThe Ownership ApproachThe Reframing TechniqueThe Calm Questioning MethodLearn how to diffuse tensio...
Send us a text 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 lo...
Send us a textThe 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.Donโt let the title fool you, this episode is essential for anyone running a contact center. Discover exceptional, AI-driven contact center outsourcing with Expivi...
Send us a text 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, tec...
Send us a textWhat if you could transform your call centerโs efficiency and agent performance overnight? This episode guarantees youโll walk away with actionable insights on crafting the ultimate QA forms for both voice and chat channels. Weโll 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, weโll...
Send us a textIn 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 ...
Send us a textAre 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 Phi...
Send us a textTune 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. Weโll 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 ...
Send us a textJoin 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 t...
Send us a textDive 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 revolutionize...
Send us a textThis 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 essen...
Send us a textAs 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:&...
Send us a textJoin me, Tom Laird, and John Coulter from Five Star Call Centers, as we journey into a conversation on "Advice from a Call Center Geek."๐ Key Highlights:๐ฎ๐ฌ๐ฎ๐ฐ/๐ฎ๐ฌ๐ฎ๐ฑ ๐ข๐๐๐น๐ผ๐ผ๐ธ:What does the horizon look like for contact centers in the next two years? We're discussing trends, challenges, and opportunities that await!๐ง๐ฒ๐ฐ๐ต๐ป๐ผ๐น๐ผ๐ด๐ & ๐ฅ๐ข๐:Which technologies are set to revolutionize contact centers? We're exploring the tools that promise the highest utility and return on investment.๐ข๐ป๐๐ต๐ผ...
Send us a textThis 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.&nbs...
Send us a textWelcome 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 applicatio...
Send us a textIn 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 servi...
Send us a textIn 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 ex...
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I thoroughly enjoyed this episode of "Advice from a Call Center Geek"! Tom Laird's insights on call center operations and technology are always spot on. I recently read an article about the top IVR solutions https://www.ecosmob.com/top-ivr-solutions/ that can greatly help to choose right provider & enhance call center efficiency. It's great to see such valuable content being discussed and shared in the industry. Thanks for continuously providing valuable content, Tom!
My business plan is to grow rapidly. I recently read the blog article https://www.mightycall.com/blog/ivr-software/ and found it useful for my business. The article highlights important aspects, developing a global strategy and attracting the clients I need to implement a few effective techniques into my work. I adapted the suggested techniques to my niche specification, which resulted in increasing my customer base and securing a business database.
There are several ways to escalate customer satisfaction in a call center using software: Use a customer relationship management (CRM) system: A CRM system can help you track customer interactions, preferences, and feedback, allowing you to tailor your service to each customer's needs and preferences. Implement a quality assurance system: A quality assurance system can help you monitor and evaluate the performance of your call center agents, identify areas for improvement, and implement best practices for customer service. Utilize self-service options: Self-service options, such as a customer portal or an IVR system, can help reduce wait times and improve the customer experience by allowing them to access information and resolve issues on their own. Train your agents: Proper training can help your agents better understand the needs of your customers and how to effectively resolve their issues. Use analytics and reporting tools: Analytics and reporting tools can help you gather and
Great advice for a newb. Thanks!