Latest Call center Podcast Episodes
Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All
Advice from a Call Center Geek! - July 08, 2024 20:00 - 28 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 ...
Practice on AI, not Humans: How AI-Powered Simulation Training Empowers Your Human Agents to Succeed
CallTalk™ Radio - June 26, 2024 17:00 - 33 minutes ★★★★★ - 7 ratingsThe ability of AI to empower, not replace, humans is often lost in the sensational stories about AI’s impact on call centers. In this podcast we explore how conversational and generative AI are being utilized across industries to exponentially scale role-playing, and enable true scenario-based tr...
Everything We Learned from Starting An AI CX Company - OttoQa
Advice from a Call Center Geek! - June 21, 2024 17:00 - 19 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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...
Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms
Advice from a Call Center Geek! - May 29, 2024 13:00 - 25 minutes ★★★★★ - 65 ratingsSend us a Text Message. 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 goa...
How You Can QA Contact Center Calls Using ChatGPT (Desktop)
Advice from a Call Center Geek! - May 08, 2024 13:00 - 15 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 - 18 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...
How to Turn Rookie Contact Center Hires into All-Stars
CallTalk™ Radio - April 10, 2024 17:00 - 32 minutes ★★★★★ - 7 ratingsMany contact center leaders struggle to get new hires up to speed, and AI will continue forcing human agents to tackle increasingly difficult sales and support scenarios. Adam Levin joins us today to discuss how to empower workers around the globe with new coaching and training tools, rather...
Getting Really Good at WFH and Hybrid Work | Guest: Michele Rowan
CallTalk™ Radio - March 27, 2024 18:00 - 34 minutes ★★★★★ - 7 ratingsRemote and hybrid work are not new to contact centers, but getting really good at it on scale and for the long haul, is quite new. How are organizations retaining best talent once hired, and how are they bringing people into culture folds quickly, while building excitement about these employment...
Replacing Surveys with Sentiment Arc: What I learned from analyzing 29,000 calls
CallTalk™ Radio - March 06, 2024 18:00 - 31 minutes ★★★★★ - 7 ratingsCustomer service surveys are no longer effective. Response rates are low, customers are tired of endless requests, and it’s becoming more difficult to get actionable data. A new technique called sentiment analysis analyzes the conversations you’re already having with customers so you don’t ha...
Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies
Advice from a Call Center Geek! - February 22, 2024 18:00 - 31 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...
Getting the Most out of AI & Automation for Quality Assurance in Contact Centers
CallTalk™ Radio - January 24, 2024 18:00 - 27 minutes ★★★★★ - 7 ratingsChad Tatton brings tremendous experience in using quality assurance to improve customer satisfaction, efficiency, effectiveness, time to proficiency, and sales in the contact center. During this conversation with host Bruce Belfiore, Chad will relay his experiences in helping organizations identi...
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 - 15 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 - 22 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 - 22 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...
Generative AI Best Practices for your Contact Center Transformation
CallTalk™ Radio - October 27, 2023 17:00 - 31 minutes ★★★★★ - 7 ratingsSummary: This episode of CallTalk will focus on explaining the different types of Generative AI, as well as best practices to follow in selecting an LLM (Large Language Model). The discussion will help you understand what you should know, and helpy you identify the right LLM for your business. I...
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 ...
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...
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...
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