Latest Call center technology Podcast Episodes
How You Can QA Contact Center Calls Using ChatGPT (Desktop)
Advice from a Call Center Geek! - May 08, 2024 13:00 - 16 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 monitorin...
Exposed: The Unvarnished Truth About AI Deployment in Contact Centers
Advice from a Call Center Geek! - April 29, 2024 19:00 - 22 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 de...
Will Auto QA Platforms End the Era of Traditional CX Analytics?
Advice from a Call Center Geek! - April 25, 2024 16:00 - 19 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 ...
Tips to Disrupt your Service Desk with Technology and Tactics
Advice from a Call Center Geek! - April 15, 2024 14:00 - 47 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 Ex...
Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies
Advice from a Call Center Geek! - February 22, 2024 18:00 - 32 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 ext...
Creating an AI Roadmap for Your Contact Center from the Ground Up!
Advice from a Call Center Geek! - February 12, 2024 14:00 - 46 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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" regard...
2024 CX, AI, and Contact Center Predictions
Advice from a Call Center Geek! - February 01, 2024 18:00 - 29 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 ar...
Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers
Advice from a Call Center Geek! - December 21, 2023 17:00 - 16 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 tre...
AI Tools in CX: The Truth about ROI
Advice from a Call Center Geek! - December 14, 2023 14:00 - 23 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 l...
Navigating the Technology Maze in Small Contact Centers: A Practical Guide
Advice from a Call Center Geek! - December 11, 2023 18:00 - 24 minutes ★★★★★ - 65 ratingsWelcome 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 clari...
Navigating the Technology Maze for Small Contact Centers: A Practical Guide
Advice from a Call Center Geek! - December 11, 2023 18:00 - 24 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 ...
Contact Center Management, Hiring, Ratios and More- Effective Contact Center Management
Advice from a Call Center Geek! - November 21, 2023 18:00 - 20 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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...
Best CcaaS Providers 2023-2024!
Advice from a Call Center Geek! - November 16, 2023 17:00 - 23 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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...
Let's Talk CcaaS Providers 2023-2024!
Advice from a Call Center Geek! - November 16, 2023 17:00 - 23 minutes ★★★★★ - 65 ratingsIn 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...
The AI Transformation: A New Era for Business Process Outsourcing
Advice from a Call Center Geek! - November 09, 2023 15:00 - 36 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 ...
Linkedin AMA Episode: Implementing AI into Your Contact Center Wisely- What To Do First
Advice from a Call Center Geek! - November 07, 2023 16:00 - 47 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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...
"The Room Where it Happened" Special Episode!- Navigating the Future of Customer Service
Advice from a Call Center Geek! - November 02, 2023 17:00 - 41 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 aud...
A Deep Dive into the World of AI & Human Interaction with Deepdesk CEO Robbert Dijkstra
Advice from a Call Center Geek! - October 10, 2023 15:00 - 37 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 prod...
Rethinking Contact Center Outsourcing (BPO) in the Age of AI
Advice from a Call Center Geek! - October 10, 2023 15:00 - 32 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 ...
The Power Merge: Analyzing Nice's Game-Changing Purchase of LiveVox
Advice from a Call Center Geek! - October 04, 2023 18:00 - 5 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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...
Evolution of Contact Centers: Modern Strategies for Managing PR and Recall Crises
Advice from a Call Center Geek! - September 28, 2023 15:00 - 24 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 m...
10 ChatGPT Prompts to Fully Automate Your Contact Center QA
Advice from a Call Center Geek! - September 08, 2023 14:00 - 37 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 accoun...
Under 50 Seats and Using Spreadsheets for QA- MUST LISTEN
Advice from a Call Center Geek! - August 30, 2023 14:00 - 3 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 par...
Best ChatGPT Prompts to Improve Your Contact Center!
Advice from a Call Center Geek! - August 22, 2023 18:00 - 22 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 in...
QA/AI Showdown: Chris Mounce from Evaluagent & Tom Laird Unmask AI's Reality in QA
Advice from a Call Center Geek! - August 10, 2023 18:00 - 48 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 scorec...
CX Rockstar and Influencer James Dodkins Joins ACG for an LIVE AMA!
Advice from a Call Center Geek! - August 02, 2023 16:00 - 55 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 re...
How to Automate Your Contact Center QA with Ai!
Advice from a Call Center Geek! - July 31, 2023 18:00 - 28 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 ...
Transforming Your Contact Center: Effective Strategies for Cultural Change
Advice from a Call Center Geek! - July 19, 2023 16:00 - 21 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 attitu...
The Evolution of AI in Reshaping the Contact Center Tools of Today
Advice from a Call Center Geek! - July 10, 2023 17:00 - 21 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 explor...
Decoding the Call Center Menu: A Tasty Guide to Metrics and KPIs- Must Listen for all New Contact Center Managers!
Advice from a Call Center Geek! - July 03, 2023 16:00 - 25 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 l...
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