Advice from a Call Center Geek!
Thomas LairdAdvice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
| Publishes | Infrequently | Episodes | 247 | Founded | 8 years ago |
|---|---|---|---|---|---|
| Number of Listeners | Categories | MarketingTechnologyBusiness | |||
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The onslaught of customer AI agents.
In the next 9 to 12 months, your customer will be able to say “hey Siri, call my subscription company and cancel my plan, then chat with the ABC airline and move my flight from Tuesday to Wednes... more
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Everything I've learned about AI QA after 2 years of building OttoQA and being one of the first companies to fully automate contact center quality assurance with AI.
I'm breaking down the biggest lessons, the biggest mistakes I see... more
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Most contact centers still believe scoring more calls means better QA.
It doesn’t.
In this episode, we start with the Law of Large Numbers and break down why scoring 100% of calls doesn’t give you better insight. It just gives you... more
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This episode is my AI Christmas wish list for CCaaS.Â
Not toys.Â
Not buzzwords.Â
The real AI tools contact centers should already have but don’t. Everyone is focused on making AI talk to customers.Â
That’s missing the point.Â
A... more
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Reviews
- First 15 mins of episode selling NFT
This is a nope for me. 30 min episode, first 15 mins pitching an NFT. The rest of the episode felt stiff and scripted.
Apple Podcasts2sampdx101
United Statesa month ago - The Art of Good Service
As a customer, I enjoyed this episode. Good customer service is as much an art as it is a science, and False Hustle seems to hit the nail on the head.
Apple Podcasts5Fine w MacUnited States2 years ago - CC geeks unite
Love the podcast. Good detailed feedback from an operator with real experience.
Apple Podcasts5tlfamousUnited States2 years ago - So Much Value! 🔥
Whether you’re well established in the world of call centers, or just getting started, this is a must-listen podcast for you! Tom does an incredible job of leading conversations that cover a huge breadth of topics related to the ins and outs of customer support, operations, training, and more. Highly recommend listening and subscribing!
Apple Podcasts5ASoberingUnited States4 years ago - Great Content
Advice From Call Center Geek Podcast is my go to for all Call Center Content. From the individual Rep up to CEO of the Call Center, there’s information to help you grow and as a Manager I found the information invaluable.
Apple Podcasts5CarlXKenzo215United States4 years ago
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Apple Podcasts | #100 |  Philippines/Business/Marketing |
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Frequently Asked Questions About Advice from a Call Center Geek!
What is Advice from a Call Center Geek! about and what kind of topics does it cover?
A show focused on call center and contact center operations, technology, and leadership, with recurring deep dives into AI-enabled QA, data-driven performance, and how to modernize agent tooling. Episodes often explore practical tooling decisions, cost models, and real-world experiences from running large BPOs and AI QA startups, blended with candid discussions about workforce management, customer experience, and the evolving tech stack. Notable themes include balancing automation with human judgment, implementing scalable QA, and evaluating CCaaS platforms, analytics, and AI tools through real-world case studies. The format tends to mix practical guidance with industry insight, making it valuable for managers, executives, and practitioners... more
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1. All-In with Chamath, Jason, Sacks & Friedberg
2. SmartLess
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Advice from a Call Center Geek! launched 8 years ago and published 247 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.
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Recent guests on Advice from a Call Center Geek! include:
1. John Coulter
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