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Advice from a Call Center Geek Podcast

Our weekly podcast covers all things call and contact center related: operations, hiring, culture, technology, and training

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June 18, 2020

Thomas Laird

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Technology Tools that World Class Center

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2020 2019 2018

January 11, 2021

Thomas Laird

00:00 / 00:00 THE ONE TECHNOLOGY THAT WILL BE REVOLUTIONIZING THE CUSTOMER EXPERIENCE

December 22, 2020

Thomas Laird / Jimmy Budnik

00:00 / 00:00 A CONVERSATION WITH THE VP OF CUSTOMER CARE AND CRM AT OVERSTOCK.COM- JIMMY BUDNIK

December 07, 2020

Thomas Laird

00:00 / 00:00 7 FALSEHOODS ABOUT OUTSOURCING YOUR CALL CENTER

November 23, 2020

Thomas Laird

00:00 / 00:00 7 TIPS TO MAKE BLACK FRIDAY RUN SMOOTHLY IN YOUR CONTACT CENTER

November 17, 2020

Thomas Laird

00:00 / 00:00 10 UNIQUE USE CASES FOR SPEECH ANALYTICS

November 05, 2020

Thomas Laird

00:00 / 00:00 FIVE CALL CENTER AND CUSTOMER SERVICE TRENDS FOR 2021

October 29, 2020

Thomas Laird

00:00 / 00:00 USING LIVE OR RECORDED CALLS AND HOW TO RUN A CALIBRATION SESSION

October 24, 2020

Thomas Laird

00:00 / 00:00 COMMUNITY Q/A- TWO SEPARATE TEAMS FOR VOICE AND CHAT OR ONE INTEGRATED TEAMS?

October 23, 2020

Thomas Laird

00:00 / 00:00 WHAT IS SKILLS-BASED ROUTING AND HOW/WHY DO CALL CENTERS USE IT?

October 23, 2020

Thomas Laird

00:00 / 00:00 TIPS TO LOWER YOUR CALL CENTER'S HANDLE AND TALK TIME

October 16, 2020

Thomas Laird

00:00 / 00:00 HOW TO PROPERLY MANAGE A CALL CENTER OUTSOURCER

October 06, 2020

Thomas Laird

00:00 / 00:00 MY FIVE FAVORITE CALL CENTER REPORTS

September 30, 2020

Thomas Laird

00:00 / 00:00 10 REASONS WHY YOU SHOULD OUTSOURCE YOUR CALL CENTER

September 28, 2020

Thomas Laird

00:00 / 00:00 10 REASONS WHY YOU SHOULD NEVER OUTSOURCE YOUR CALL CENTER

September 25, 2020

Thomas Laird

00:00 / 00:00 BEHIND THE CURTAIN- TRICKS THAT SOME CALL CENTER OUTSOURCERS PLAY

September 14, 2020

Thomas Laird

00:00 / 00:00 LISTENER CALL CENTER GEEK MAIL BAG QUESTIONS!

August 31, 2020

Thomas Laird

00:00 / 00:00 CALL CENTER GEEK CONSULTING

August 28, 2020

Thomas Laird

00:00 / 00:00 ITS NOT THE CALL CENTERS FAULT! INTRODUCTION TO CUSTOMER JOURNEY MAPPING AND ITS IMPORTANCE

August 21, 2020

Thomas Laird

00:00 / 00:00 UNIV WISCONSIN TALK ON MAKING CALL CENTER CULTURE TANGIBLE AND TIPS FOR CALL CENTER REP ENGAGEMENT

August 12, 2020

Thomas Laird

00:00 / 00:00 PURCHASING A NEW CONTACT CENTER PLATFORM- EVERYTHING YOU NEED TO KNOW

August 04, 2020

Thomas Laird

00:00 / 00:00 BEST PRACTICES FOR SETTING UP SUPERVISOR AND ADMIN CALL CENTER DASHBOARDS

July 13, 2020

Thomas Laird

00:00 / 00:00 SETTING UP A CALL CENTER EMPLOYEE SUGGESTION PROGRAM

July 06, 2020

Thomas Laird

00:00 / 00:00 TECHNOLOGY TOOLS THAT WORLD CLASS CENTERS UTILIZE

July 06, 2020

Thomas Laird

00:00 / 00:00 ANNOUNCING THE ADVICE FROM A CALL CENTER GEEK TEXTING COMMUNITY- JOIN NOW!

June 18, 2020

Thomas Laird

00:00 / 00:00 TO STAY WFH OR MOVE THE CALL CENTER BACK BRICK AND MORTAR

June 04, 2020

Thomas Laird

00:00 / 00:00 HR AND CORRECTIVE ACTIONS IN THE CALL CENTER ENVIRONMENT

May 22, 2020

Thomas Laird

00:00 / 00:00 PLANNING FOR THE NEEDS OF YOUR CALL CENTER- INFRASTRUCTURE, CUSTOMER JOURNEY, AND EMPLOYEE ENGAGEMENT

May 13, 2020

Thomas Laird

00:00 / 00:00 THE TRUTH ABOUT AI AND THE CALL CENTER IN 2020

April 27, 2020

Thomas Laird

00:00 / 00:00 SECURITY WITH AT HOME CALL CENTER OPERATIONS

April 17, 2020

Thomas Laird

00:00 / 00:00 EVERYTHING YOU NEED TO KNOW ABOUT RUNNING AN AT-HOME CALL CENTER

April 10, 2020

Thomas Laird

00:00 / 00:00 WHERE DOES MY CALL CENTER GO FROM HERE? PREPARING FOR POST COVID-19

March 20, 2020

Thomas Laird

00:00 / 00:00 UNIQUE TIMES- A CONVERSATION WITH PAUL HERDMAN- HEAD OF GLOBAL CUSTOMER EXPERIENCE- NICE INCONTACT

March 12, 2020

Thomas Laird

00:00 / 00:00 SPECIAL EPISODE- COVID-19 (CORONAVIRUS) AND YOUR CALL CENTER- STEPS TO TAKE

March 09, 2020

Thomas Laird

00:00 / 00:00 A CONVERSATION WITH CONTACT CENTER CONSULTANT-ADVISOR FRED SHADDING

February 27, 2020

Thomas Laird

00:00 / 00:00 10 POLICIES EVERY CALL CENTER OPERATION MUST HAVE

February 20, 2020

Thomas Laird

00:00 / 00:00 HIGHLIGHTS FROM MY APPEARANCE ON THE CALL CENTER HELPER PODCAST

February 13, 2020

Thomas Laird

00:00 / 00:00 2020 CALL CENTER SECURITY CRISIS- STOP ALLOWING CELL PHONES ON YOUR CALL CENTER FLOOR!

February 10, 2020

Thomas Laird

00:00 / 00:00 DEEP DIVE INTO YOUR CALL CENTER- 22 QUESTIONS WE ASK WHEN CONSULTING

February 01, 2020

Thomas Laird

00:00 / 00:00 BENCHMARKING CALL CENTER KPI'S FOR EFFICIENCY

January 24, 2020

Thomas Laird

00:00 / 00:00 DIGITAL CUSTOMER SERVICE- BEST PRACTICES

January 17, 2020

Thomas Laird

00:00 / 00:00 CALL CENTER SECURITY 101- SECURITY NEEDS IN YOUR CALL CENTER

January06, 2020

Thomas Laird

00:00 / 00:00 LIVE SUPERVISOR ROUND TABLE DISCUSSION- HELPING THE NEW SUPERVISOR

January05, 2020

Thomas Laird

00:00 / 00:00 THE ENTREPRENEURIAL SPIRIT IS ALIVE! HOW WE STARTED OUR CALL CENTER OUTSOURCING COMPANY

January03, 2020

Thomas Laird

00:00 / 00:00 TOP 10 QUESTIONS YOU ALWAYS WANTED TO ASK A CALL CENTER OUTSOURCER

December 26, 2019

Thomas Laird

00:00 / 00:00 FIVE WAYS TO ENGAGE YOUR CALL CENTER STAFF

December 24, 2019

Thomas Laird

00:00 / 00:00 MERRY CHRISTMAS AND THANK YOU- YEAR IN REVIEW EPISODE

December 12, 2019

Thomas Laird

00:00 / 00:00 CALL CENTER TECHNOLOGY TRENDS FOR 2020

December 02, 2019

Thomas Laird

00:00 / 00:00 TRUE SOCIAL MEDIA HORROR STORY- WHY YOU NEED TO MONITOR YOUR SOCIAL CHANNELS AND HOW TO RESPOND WHEN THE TROLLS COME

November 22, 2019

Thomas Laird

00:00 / 00:00 GOOGLE CONTACT CENTER AI IS AVAILABLE- WHAT THAT MEANS FOR YOUR CALL CENTER

November 15, 2019

Thomas Laird

00:00 / 00:00 CALL CENTER KPI'S 101

November 07, 2019

Thomas Laird

00:00 / 00:00 CALL CENTER WORKFORCE MANAGEMENT (WFM) 101

October 23, 2019

Thomas Laird

00:00 / 00:00 NEW AGENT ON-BOARDING POLICIES AND PROCEDURES

October 11, 2019

Thomas Laird

00:00 / 00:00 SALES DONE THE RIGHT WAY IN YOUR CALL CENTER

October 04, 2019

Thomas Laird

00:00 / 00:00 10 WAYS TO MAKE YOUR CUSTOMER SERVICE EXPERIENCE UNIQUE- WITH EXAMPLES

September 27, 2019

Thomas Laird

00:00 / 00:00 FIVE WAYS TO IMPROVE YOUR CALL CENTER TODAY

September 18, 2019

Thomas Laird

00:00 / 00:00 CASE FOR NO CELL PHONES AND NO WEARABLE TECHNOLOGY ON YOUR CALL CENTER FLOOR

September 12, 2019

Thomas Laird

00:00 / 00:00 PROS AND CONS OF OUTSOURCING

September 04, 2019

Thomas Laird

00:00 / 00:00 CRYSTAL BALL- THE CALL CENTER OF 2025

August 29, 2019

Thomas Laird

00:00 / 00:00 THE BIRTH OF A CALL CENTER- REVENGE IS THE BEST SUCCESS!

August 20, 2019

Thomas Laird

00:00 / 00:00 CRACKING THE CODE ON CALL CENTER ATTENDANCE- GO ON A STREAK!

August 14, 2019

Thomas Laird

00:00 / 00:00 CALL CENTER MANAGEMENT EQUATION- TRUE STORY (BEST PODCAST WE HAVE DONE!)

August 07, 2019

Thomas Laird

00:00 / 00:00 SPECIAL ANNOUNCEMENT- FREE VERSION OF OUR NEW CALL CENTER BOOK "MORE ADVICE FROM A CALL CENTER GEEK!"

August 05, 2019

Thomas Laird

00:00 / 00:00 FUTURE SERVICE CHANNELS- IMPLEMENTING VIDEO INTO YOUR CUSTOMER SERVICE AND SALES

July 19, 2019

Thomas Laird

00:00 / 00:00 ATTENDANCE- TIPS FOR IMPROVING ATTENDANCE IN YOUR CALL CENTER

July 10, 2019

Thomas Laird

00:00 / 00:00 TIPS ON THE PHYSICAL SETUP OF YOUR CALL CENTER

July 01, 2019

Thomas Laird

00:00 / 00:00 CUT YOUR AGENTS SOME SLACK- ENHANCING YOUR CALL CENTER COMMUNICATIONS CULTURE

June 22, 2019

Thomas Laird

00:00 / 00:00 HOW TO SET UP A WEEKLY AGENT ANALYSIS PROGRAM

June 12, 2019

Thomas Laird

00:00 / 00:00 GAMES TO PLAY IN YOUR CALL CENTER 3.0

June 04, 2019

Thomas Laird

00:00 / 00:00 MOVING YOUR CALL CENTER TO THE CLOUD- PROS AND CONS

May 30, 2019

Thomas Laird

00:00 / 00:00 ENGAGING AND DEVELOPING YOUR CALL CENTER ASSOCIATES WITH SOCIAL MEDIA

May 28, 2019

Thomas Laird

00:00 / 00:00 SPECIAL ANNOUNCEMENT FROM THE GEEK!- CALL CENTER GEEK COMMUNITY CREATION

May 21, 2019

Thomas Laird

00:00 / 00:00 HOW TO RECRUIT THE RIGHT CALL CENTER AGENTS USING CULTURE, SOCIAL MEDIA AND BRANDING

May 15, 2019

Thomas Laird

00:00 / 00:00 CHANGES IN CUSTOMER EXPECTATIONS AND NEED FOR OMNICHANNE

May 13, 2019

Thomas Laird

00:00 / 00:00 CALL CENTER OUTSOURCING PRICING AROUND THE WORLD

May 13, 2019

Thomas Laird

00:00 / 00:00 CALL CENTER OUTSOURCING PRICING AROUND THE WORLD

May 02, 2019

Thomas Laird

00:00 / 00:00 PREDICTIVE BEHAVIORAL ROUTING- THE NEXT EVOLUTION IN CONTACT CENTER ROUTING TECHNOLOGY

April 26, 2019

Thomas Laird

00:00 / 00:00 CASE STUDY ON UNITED BAGGAGE CX AND THE NEWEST CALL CENTER TECHNOLOGIES FROM NICE INCONTACT INTERACTIONS 19

April 11, 2019

Thomas Laird

00:00 / 00:00 REMEMBERING THE CALL CENTER OF THE PAST- 1985

April 04, 2019

Thomas Laird

00:00 / 00:00 CHANGING HOW SALES ARE DONE IN YOUR CALL CENTER- INTRODUCING "ERQ"

March 28, 2019

Thomas Laird

00:00 / 00:00 A NEW WAY TO INCENT YOUR CALL CENTER ASSOCIATES

March 19, 2019

Thomas Laird

00:00 / 00:00 CHATBOTS FOR THE CALL CENTER AND CUSTOMER SERVICE- PRESENT AND FUTURE

March 13, 2019

Thomas Laird

00:00 / 00:00 HOW MUCH DOES YOUR CALL CENTER REALLY COST? HOW TO DO AN EASY YET THOROUGH COST ASSESSMENT

March 05, 2019

Thomas Laird

00:00 / 00:00 ADVANCED SPEECH ANALYTICS- UNIQUE USE CASES

February 26, 2019

Thomas Laird

00:00 / 00:00 WHY THE CLOUD ROCKS (AND SO DOES NICE INCONTACT)

February 20, 2019

Thomas Laird

00:00 / 00:00 9 WAYS TO IMPROVE YOUR CALL CENTER COACHING

February 12, 2019

Thomas Laird

00:00 / 00:00 CALL CENTER MONEY BALL- CALL CENTER METRICS THAT ACTUALLY MATTER

February 07, 2019

Thomas Laird

00:00 / 00:00 MOTIVATIONAL GAMES TO PLAY IN YOUR CALL CENTER 2.0

February 04, 2019

Thomas Laird

00:00 / 00:00 TEN CRITICAL ITEMS TO THINK ABOUT BEFORE OUTSOURCING YOUR CALL CENTER OR CREATING AN RFP

January 29, 2019

Thomas Laird

00:00 / 00:00 QA (QUALITY ASSURANCE) DONE THE RIGHT WAY IN YOUR CALL CENTER

January 22, 2019

Thomas Laird

00:00 / 00:00 MAKING YOUR CALL CENTER UNIQUE TO YOUR CULTURE- TIPS AND TRICKS

January 15, 2019

Thomas Laird

00:00 / 00:00 CALL CENTER SUPERVISOR TRAINING- STARTING A MANAGEMENT TRAINING PROGRAM

January 09, 2019

Thomas Laird

00:00 / 00:00 WHEN GOOD TIMES GO BAD- DEALING WITH SUPERVISOR AND ASSOCIATE CONFRONTATION IN YOUR CALL CENTER

January 04, 2019

Thomas Laird

00:00 / 00:00 TEN WAYS TO DISRUPT YOUR CALL CENTER USING TECHNOLOGY AND BEST PRACTICES

January 01, 2019

Thomas Laird

00:00 / 00:00 CALL CENTER COFFEE- STARTING THE DAY IN THE RIGHT WAY IN YOUR CALL CENTER

January 01, 2019

Thomas Laird

00:00 / 00:00 CALL CENTER COFFEE- STARTING THE DAY IN THE RIGHT WAY IN YOUR CALL CENTER

December 20, 2018

Thomas Laird

00:00 / 00:00 INITIAL AND ONGOING EDUCATION IN YOUR CALL CENTER

December 18, 2018

Thomas Laird

00:00 / 00:00 HIRING THE BEST CALL CENTER ASSOCIATES FOR YOUR ORGANIZATION BASED ON CULTURE

December 17, 2018

Thomas Laird

00:00 / 00:00 PODCAST DNA / I BET IN KNOW WHY YOUR CALL CENTER IS STRUGGLING

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