Beste Irate podcaster (2024)

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Social media threats to local schools has me irate 5:32

28d ago5:32

5:32

Why a recent social media post about shooting up local schools has me very angry

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𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀 27:53

10d ago27:53

27:53

Send us a text In this episode of ACG, we explore how small and medium-sized businesses can harness authentic artificial intelligence to transform their contact centers without overspending. With a flood of so-called "AI" products in the market, we help you distinguish genuine solutions from the fakes to ensure you're investing wisely. Learn how fo…

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Why Kamala Harris Will Win 25:51

28d ago25:51

25:51

In any other year, with any other candidate, Harris would be hard pressed to win, but with Trump looking like age is taking its toll on him and many waking up to his failings, she looks like she could win even bigger than Biden did four years ago.

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Danger coming from Paris 28:56

30d ago28:56

28:56

Why the Feast of Dionysus being misinterpreted as a mocking of the Last Supper at the opening ceremony of the Olympics is pouring gasoline on a very volatile fire in America given the political situation.

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9/11: I slept through the whole thing 10:41

30d ago10:41

10:41

I recall when 9/11 happened and how I slept through it.

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Unmasking False Hustle: Revolutionizing Customer Experience 30:10

1M ago30:10

30:10

Send us a text Join me for an exciting episode where I take a deep dive into the heart of my latest book, False Hustle. Many contact centers and CX leaders are unknowingly sabotaging their own success by focusing on misguided efforts to appear productive. In this episode, I’ll be sharing insights on how to break the cycle of false hustle and transf…

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Calming Irate Customer Interactions: 5 Proven Techniques 24:46

2M ago24:46

24:46

Send us a text In this episode of "Advice from a Call Center Geek," we dive into the challenging world of dealing with angry customers. Discover five powerful, actionable techniques that can transform heated interactions into opportunities for building customer loyalty. Perfect for contact center managers and agents alike, this episode covers: The …

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What Technology does a World Class 2024 Contact Center Have? 24:20

2M ago24:20

24:20

Send us a text Did you ever ask yourself what the high-end contact centers are doing differently? In this ACGpodcast, we dive deep into the cutting-edge technologies that set elite customer service operations apart from the rest. This is how we are developing our strategic plan for Expivia. From AI-powered chatbots to advanced analytics, we explore…

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How Kamala Harris can beat Donald Trump 34:25

3M ago34:25

34:25

My thoughts on how the new Democratic presidential nominee can defeat Donald Trump in the November election.

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Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All 29:03

3M ago29:03

29:03

Send us a text The contact center industry is evolving, and with that evolution, contact centers of all types are starting to learn valuable lessons. In this episode, we'll dive into how the BPO landscape is changing, what these changes mean for customers, and the latest AI tools you should be asking for in your outsourcing RFPs. Don’t let the titl…

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Everything We Learned from Starting An AI CX Company - OttoQa 20:20

4M ago20:20

20:20

Send us a text Join us as we dive into the journey of founding and growing OttoQa, a cutting-edge AI-powered Customer Experience (CX) company. In this episode, we'll share our firsthand experiences, lessons learned, and the challenges we faced in building a fully automated QA platform. Discover the strategies and insights that helped us innovate in…

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Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms 25:32

4M ago25:32

25:32

Send us a text What if you could transform your call center’s efficiency and agent performance overnight? This episode guarantees you’ll walk away with actionable insights on crafting the ultimate QA forms for both voice and chat channels. We’ll guide you on defining the crucial goals for your QA forms, such as enhancing agent performance, ensuring…

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How You Can QA Contact Center Calls Using ChatGPT (Desktop) 16:07

5M ago16:07

16:07

Send us a text In this ACG episode, we dive into the transformative impact of AI on customer service QA. Hosted by Tom Laird, the CEO of Expivia Interaction Marketing Group and OttoQa, this session explores how ChatGPT and Claude 3 enhance call analysis and agent performance monitoring. Discover effective system prompting and its role in refining q…

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Exposed: The Unvarnished Truth About AI Deployment in Contact Centers 22:45

5M ago22:45

22:45

Send us a text 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…

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Will Auto QA Platforms End the Era of Traditional CX Analytics? 19:25

6M ago19:25

19:25

Send us a text 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…

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The Dehumanization of the American Citizen 35:51

6M ago35:51

35:51

Why Americans who have been brought up to distrust their government have become cogs in the great corporate machine that truly rules America, and wonder why they have so little control over their lives

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Tips to Disrupt your Service Desk with Technology and Tactics 47:54

6M ago47:54

47:54

Send us a text 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 h…

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Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies 32:07

8M ago32:07

32:07

Send us a text 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 scien…

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Creating an AI Roadmap for Your Contact Center from the Ground Up! 46:44

8M ago46:44

46:44

Send us a text 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 …

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2024 CX, AI, and Contact Center Predictions 29:37

8M ago29:37

29:37

Send us a text 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…

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Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers 16:23

10M ago16:23

16:23

Send us a text 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: W…

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AI Tools in CX: The Truth about ROI 23:18

10M ago23:18

23:18

Send us a text 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 qu…

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Navigating the Technology Maze for Small Contact Centers: A Practical Guide 25:02

10M ago25:02

25:02

Send us a text 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 …

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Contact Center Management, Hiring, Ratios and More- Effective Contact Center Management 20:44

11M ago20:44

20:44

Send us a text 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 anyo…

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Best CcaaS Providers 2023-2024! 23:14

11M ago23:14

23:14

Send us a text 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…

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The AI Transformation: A New Era for Business Process Outsourcing 36:31

11M ago36:31

36:31

Send us a text 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 an…

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Linkedin AMA Episode: Implementing AI into Your Contact Center Wisely- What To Do First 47:35

11M ago47:35

47:35

Send us a text 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…

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"The Room Where it Happened" Special Episode!- Navigating the Future of Customer Service 41:43

11M ago41:43

41:43

Send us a text 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 co…

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How to Make Your Culture Work 16:13

12M ago16:13

16:13

One of the most popular quotes that you will hear on the subject of organizational culture is credited to Peter Drucker, the doyen of management who rightly said and I quote “Culture eats strategy for breakfast”. To improve your approaches to gaining the commitment and buy-in of your team into the culture that you want, enroll for our micro-learnin…

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How to Structure an Impactful Presentation 13:35

12M ago13:35

13:35

One of the skills that sets people apart in their organizations is their ability to speak confidently in public. To learn more about improving your presentation and public speaking skills, enroll in our micro-learning course at Present Like a Star.Av Omagbitse Barrow - Learning Impact NG

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A Different View on Success 14:21

12M ago14:21

14:21

A new field has emerged in management known as positive organizational studies which focuses on fostering organizations where people flourish, thrive, and support the common good. It is gaining interest not only among scholars but also among organizational leaders who want better and more sustainable organizations. We can only achieve this if we go…

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Sprung On Food Trailer 1:08

12M ago1:08

1:08

Introducing... "Talent on the Mic"! This season, we're stepping into the world of music and comedy, featuring some of the most talented and entertaining artists you should know. And, we get to know them through food, a universal connector. I sit down with my guest at a restaurant, to share a meal, and ask the unexpected questions, get some off the …

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Rethinking Contact Center Outsourcing (BPO) in the Age of AI 32:33

1y ago32:33

32:33

Send us a text 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…

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A Deep Dive into the World of AI & Human Interaction with Deepdesk CEO Robbert Dijkstra 37:59

1y ago37:59

37:59

Send us a text 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…

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Handling Irate Customers 11:48

1y ago11:48

11:48

As a service organization, you should try everything you can to prevent customers from becoming angry and lashing out at your employees and other customers. You can achieve this by applying the 6 steps of the fantastic service equation and incorporating them into your everyday service protocols. To learn more about improving the quality-of-service …

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The Power Merge: Analyzing Nice's Game-Changing Purchase of LiveVox 5:54

1y ago5:54

5:54

Send us a text 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…

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Effective Brainstorming 12:38

1y ago12:38

12:38

Our goal for today is to get you to improve your ability to solve problems, overcome challenges and take advantage of opportunities more creatively, using the powerful tool of brainstorming. To achieve this, I will introduce a theoretical framework that explains effective brainstorming, share 8 rules for effective brainstorming and introduce three …

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Evolution of Contact Centers: Modern Strategies for Managing PR and Recall Crises 24:32

1y ago24:32

24:32

Send us a text 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 ou…

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The Importance of Effective Appraisals 8:24

1y ago8:24

8:24

When performance appraisals are conducted improperly, employees are afraid, cynical, and disinterested in the appraisal process, and tend to underperform. However, when performance appraisals are done properly, employees are inspired, motivated, and engaged to not only participate in the appraisals but to improve their performance and results. To l…

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Improve Your Meetings 12:40

1y ago12:40

12:40

The concept of “management by meetings” is very well enshrined in organizational life today and will continue to play a prominent role in organizational culture going forward, especially as more organizations transition to remote and hybrid workplaces. The truth is that most executives and managers now spend up to 70% of their day in meetings, and …

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10 ChatGPT Prompts to Fully Automate Your Contact Center QA 37:49

1y ago37:49

37:49

Send us a text 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…

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Principles of Effective Goal Setting 8:33

1y ago8:33

8:33

Research in the field of management and our experience over the years shows a clear relationship between the quality of goal setting and implementation and the success of any individual, team or organization. To learn more about goal setting, enroll for our micro-learning course at Effective Goal Setting…

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Under 50 Seats and Using Spreadsheets for QA- MUST LISTEN 3:11

1y ago3:11

3:11

Send us a text 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…

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Best ChatGPT Prompts to Improve Your Contact Center! 22:56

1y ago22:56

22:56

Send us a text 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 met…

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Buzzwords: The Reason My Ex Left Me. World's Best Lemonaid, Meet Patricia The Lemon King!!! Gay Men Hate Gay Men, Why Should Straights Love Them? The Art Of Trolling. King Of Catfishes. Haters gonna hate ... 1:07:26

1y ago1:07:26

1:07:26

Welcome to "The World's Best Lemonade," the podcast that explores the sour moments in life and how to turn them into something sweet. Life can hand us lemons, but it's up to us to make the best of them. Join us each episode as we share stories of resilience, triumph, and finding the silver lining in life's challenges. We'll also discuss the best wa…

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Preparing for an Interview 13:32

1y ago13:32

13:32

A selection interview is a communication task that requires you to plan, prepare and practice. You cannot go into an interview hoping to just “wing it”. You must do better, and taking time to apply the 3Ps of planning, practice and preparation enhances your chances of success.Av Omagbitse Barrow - Learning Impact NG

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QA/AI Showdown: Chris Mounce from Evaluagent & Tom Laird Unmask AI's Reality in QA 48:28

1y ago48:28

48:28

Send us a text 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…

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Are you apart of yall? Why do celebrities control your life? Why are gay men so irate? Can you talk and listen at the same time? 18:06

1y ago18:06

18:06

Even if it's been a while, somehow people still can't accept growth.Av Sega Live 919

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Galaxy Con meets World's Best Lemonaid! Why men don't take care of they kids? Why is amp app glitching with so many celebs on it? How to be genuinely sorry. Waxing moons & Stereo $100 Million creator fund ... 57:37

1y ago57:37

57:37

i said what i said.Av Sega Live 919

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CX Rockstar and Influencer James Dodkins Joins ACG for an LIVE AMA! 55:22

1y ago55:22

55:22

Send us a text 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…

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