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...

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...

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,...

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...

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...

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. If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.Please...

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...

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...

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,...

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. If you are...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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. We're gearing up to launch OttoQA, the game-changing QA automation tailored for smaller contact centers. But here's the twist — we...

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...

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...

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...

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. We're gearing up to launch...