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Most QA programs score agents but don’t actually develop them—and that’s the problem. In this episode, we break down how to move beyond compliance-based QA and use real call insights to coach smarter, faster, and better.

You’ll learn:
✅ Why high QA scores don’t always mean high performance
✅ How to shift from traditional QA to coaching-driven QA
✅ The power of Auto QA tools like OttoQa.com for real-time coaching insights
✅ How micro-coaching leads to faster, more effective agent development

Stop grading agents and start developing them. Tune in and discover how to turn QA insights into coaching gold!

 Discover exceptional, AI-driven contact center outsourcing with Expivia. 

Visit expiviausa.com or message me in Linkedin at:
 https://www.linkedin.com/in/tlairdexpivia/

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

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In this thought-provoking episode of Advice from a Call Center Geek, we dive deep into one of the most contested questions in customer service technology:

Can artificial intelligence truly demonstrate empathy, and how do we meaningfully measure it?

While tech companies tout their AI's emotional intelligence capabilities, we'll cut through the marketing hype to examine what empathy really means in customer interactions.

We'll explore practical examples from call centers where AI handles emotionally charged situations, comparing them with human responses to similar scenarios.

 Through real case studies and expert insights, we'll break down the components of empathy, from emotional recognition to appropriate response selection - and assess how AI systems measure up against these criteria.

Rather than accepting the binary "AI can/cannot be empathetic" debate, we'll examine the nuanced reality of how AI systems process and respond to emotional cues. 

We'll discuss concrete metrics used in call centers to evaluate emotional intelligence, whether applied to human agents or AI systems, and question whether these measurements truly capture the essence of empathy.

This episode challenges both AI skeptics and enthusiasts to reconsider their assumptions. 

For call center leaders and CX professionals, we'll provide actionable frameworks to evaluate AI solutions beyond the buzzwords, helping you make informed decisions about implementing emotionally intelligent automation in your customer service operations.

 Discover exceptional, AI-driven contact center outsourcing with Expivia. 

Visit expiviausa.com or message me in Linkedin at:
 https://www.linkedin.com/in/tlairdexpivia/

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

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Tired of the AI hype cycle? In this straight-shooting episode, we're diving into what's actually happening with AI in customer experience operations right now. Not what vendors are promising, not what futurists are predicting, but the real deal from someone in the trenches. 

You'll discover what's genuinely working, what's still smoke and mirrors, and most importantly, how to build your roadmap for 2025. 

We're unpacking real implementation stories, revealing common pitfalls, and sharing the frameworks you need to evaluate what's right for your organization. 

Key takeaways: 

• The truth about current AI capabilities in CX (no sugar coating) 
• Which use cases are delivering real value today 
• Critical steps to prepare your team and infrastructure 
• A practical framework for your 2025 planning
• The mistakes you can't afford to make

Whether you're just starting your AI journey or trying to optimize your current operations, this episode gives you the unfiltered insights and actionable steps you need to move forward with confidence.

 Time to cut through the noise and get real about AI in CX.

 Discover exceptional, AI-driven contact center outsourcing with Expivia. 

Visit expiviausa.com or message me in Linkedin at:
 https://www.linkedin.com/in/tlairdexpivia/

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

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As we wrap up another year, it's time for our highly anticipated ACG 2025 Predictions Episode! In this special forecast, we'll dive deep into the future of technology and customer experience, sharing valuable insights from the entire Expivia team.

 What groundbreaking technologies will reshape the CX landscape? How will AI continue to evolve in the customer service space? What new challenges and opportunities await contact centers in 2025? Join us as we break down our expert predictions and analyze the trends that will define the industry over the next 12 months.

Drawing from our hands-on experience and industry expertise, we'll explore everything from emerging digital solutions to shifting customer expectations. Whether you're a CX professional, technology enthusiast, or business leader, you won't want to miss these critical insights into what's coming in 2025!

 Discover exceptional, AI-driven contact center outsourcing with Expivia. 

Visit expiviausa.com or message me in Linkedin at:
 https://www.linkedin.com/in/tlairdexpivia/

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

Send us a text

(I apologize for the poor audio on this episode, we had a mic failure, but the content is awesome so I hope you still find value!)

In this episode of the ACG podcast we explore the future of contact center outsourcing in 2025. We dive into what a modern BPO RFP should include, moving beyond buzzwords like 'white glove service' and 'scalability' to focus on the advanced capabilities and innovations shaping next-gen outsourcing.

If you're planning to outsource your contact center operations, this session will provide actionable insights to help you make informed decisions and unlock the full potential of your partnerships. Don’t miss this opportunity to stay ahead in the evolving world of customer experience.

 Discover exceptional, AI-driven contact center outsourcing with Expivia. 

Visit expiviausa.com or message me in Linkedin at:
 https://www.linkedin.com/in/tlairdexpivia/

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

Send us a text

 The way contact centers approach Quality Assurance is undergoing a major transformation, and AI is at the heart of it. 

In this episode, we explore how advanced tools are enabling intent analysis, uncovering customer behavior patterns, and streamlining QA processes to deliver more meaningful insights. 

Learn how solutions like OttoQa are helping contact centers move beyond traditional scoring models, driving smarter evaluations, and creating better customer outcomes. If you're looking to future-proof your QA strategy, this conversation is a must-listen. 

 Discover exceptional, AI-driven contact center outsourcing with Expivia. 

Visit expiviausa.com or message me in Linkedin at:
 https://www.linkedin.com/in/tlairdexpivia/

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

Send us a text

 Black Friday and Cyber Monday are almost here, bringing the year's biggest sales rush! For contact centers, this is the Super Bowl of customer service, and preparation is everything. 

In this episode of ACG, we dive into updated best practices to help your team stay ahead, deliver exceptional customer experiences, and handle the holiday sales frenzy like pros. Whether you're looking to optimize staffing, fine-tune your processes, or leverage AI tools to manage the madness, we've got you covered. Get ready to crush this year's holiday sales season! 

 Discover exceptional, AI-driven contact center outsourcing with Expivia. 

Visit expiviausa.com or message me in Linkedin at:
 https://www.linkedin.com/in/tlairdexpivia/

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

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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 focusing on Knowledge Management Systems, smart integrations, and agent-level AI tools can deliver immediate ROI. 

Whether you're facing challenges with lower interaction volumes or cost barriers, this episode offers practical strategies to help you compete with industry giants and boost customer satisfaction. 

Tune in for actionable insights that make real AI accessible and effective for SMBs.

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 Discover exceptional, AI-driven contact center outsourcing with Expivia. 

Visit expiviausa.com or message me in Linkedin at:
 https://www.linkedin.com/in/tlairdexpivia/

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

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 transform customer experience from the ground up. We’ll explore how to strike the perfect balance between the efficiency of AI and the irreplaceable human touch.

Tune in for:

• Practical strategies to improve your contact center
• Real-world examples of CX transformation
• Actionable advice to make your customer service a genuine powerhouse of satisfaction and loyalty

Whether you're a contact center pro or just curious about the future of CX, this conversation is one you won’t want to miss

 Discover exceptional, AI-driven contact center outsourcing with Expivia. 

Visit expiviausa.com or message me in Linkedin at:
 https://www.linkedin.com/in/tlairdexpivia/

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

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:

1. The Empathy + Action Combo
2. The Interruption Buster
3. The Ownership Approach
4. The Reframing Technique
5. The Calm Questioning Method

Learn how to diffuse tension, regain control of the conversation, and turn frustrated customers into satisfied ones. Packed with real-world examples and practical tips, this episode is a must-listen for anyone looking to elevate their customer service game. Tune in to transform the way you handle difficult customer interactions!

 Discover exceptional, AI-driven contact center outsourcing with Expivia. 

Visit expiviausa.com or message me in Linkedin at:
 https://www.linkedin.com/in/tlairdexpivia/

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