Afleveringen

  • 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.

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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!

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • Zijn er afleveringen die ontbreken?

    Klik hier om de feed te vernieuwen.

  • 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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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."

    ๐Ÿ” Key Highlights:

    ๐Ÿฎ๐Ÿฌ๐Ÿฎ๐Ÿฐ/๐Ÿฎ๐Ÿฌ๐Ÿฎ๐Ÿฑ ๐—ข๐˜‚๐˜๐—น๐—ผ๐—ผ๐—ธ:
    What does the horizon look like for contact centers in the next two years? We're discussing trends, challenges, and opportunities that await!

    ๐—ง๐—ฒ๐—ฐ๐—ต๐—ป๐—ผ๐—น๐—ผ๐—ด๐˜† & ๐—ฅ๐—ข๐—œ:
    Which technologies are set to revolutionize contact centers? We're exploring the tools that promise the highest utility and return on investment.

    ๐—ข๐—ป๐˜€๐—ต๐—ผ๐—ฟ๐—ฒ/๐—ก๐—ฒ๐—ฎ๐—ฟ๐˜€๐—ต๐—ผ๐—ฟ๐—ถ๐—ป๐—ด ๐—ช๐—ฎ๐˜ƒ๐—ฒ:
    How is the nearshoring trend reshaping our industry? We analyze its impact on quality, costs, and overall strategy.

    ๐—•๐˜‚๐—ถ๐—น๐—ฑ ๐—ผ๐—ฟ ๐—•๐˜‚๐˜† ๐—–๐—ซ ๐—ง๐—ฒ๐—ฐ๐—ต:
    The big debate! Should companies build their own CX tech or invest in market solutions? We weigh the pros and cons.

    ๐—–๐—ต๐—ฎ๐—บ๐—ฝ๐—ถ๐—ผ๐—ป ๐˜ƒ๐˜€ ๐—–๐—ต๐—ฎ๐—บ๐—ฝ๐—ถ๐—ผ๐—ป ๐—•๐—ฃ๐—ข:
    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.



    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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.

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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!

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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 looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
    Please check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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.

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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.


    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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.

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • ๐™๐™๐™š ๐™๐™ค๐™ค๐™ข ๐™’๐™๐™š๐™ง๐™š ๐™„๐™ฉ ๐™ƒ๐™–๐™ฅ๐™ฅ๐™š๐™ฃ๐™š๐™™"
    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.

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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:

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

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

    โ€ข 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.


    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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.

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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!

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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!

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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.

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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!

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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 EvaluAgentยฎ 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.

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel

  • 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!

    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 check us out at expiviausa.com, or email us at [email protected]!



    Follow Tom: @tlaird_expivia
    Join our Facebook Call Center Community: www.facebook.com/callcentergeek
    Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
    Follow on TikTok: https://www.tiktok.com/@callcenter_geek
    Linkedin Group: https://www.linkedin.com/groups/9041993/
    Watch us: Advice from a Call Center Geek Youtube Channel