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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

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(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

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 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

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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

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 the tools and strategies that are revolutionizing the way top companies interact with their customers. Whether you're a business owner looking to upgrade your customer service or a tech enthusiast curious about the future of communication, this podcast offers invaluable insights into the world of high-tech contact centers.

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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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 title fool you, this episode is essential for anyone running a contact center.

 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 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 the CX industry, the role of AI in transforming quality assurance, and tips for aspiring entrepreneurs. Whether you're a CX professional, tech enthusiast, or entrepreneur, this podcast is packed with valuable takeaways to inspire and inform your journey. Tune in to explore the future of AI in CX with OttoQa! 

 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