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 integrating or balancing these technologies in the world of customer experience managemen ..read more

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, tools, and best practices reshaping service desks across industries.  Whether you aim to ..read more

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 ..read more

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 ..read more

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 info@expivia.net! Follow Tom: @tlaird_expivia Jo ..read more

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: ????/???? ???????: What does the horizon look like for contact centers in the next two years? We're discussing trends, challenges, and opportunities that await! ?????????? & ???: Which technologies are set to revolutionize contact centers? We're exploring the tools that promise the highest utility and return on investment. ???????/??????????? ????: How is the nearshoring trend reshaping our industry? We analyze its impact on quality ..read more

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 ..read more

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 caref ..read more

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 ..read more

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 ..read more