Thomas Laird
Thomas Laird
Founder and CEO of award-winning Expivia Interaction Marketing Group. Expivia is a USA BPO omnichannel contact center located in Pennsylvania. I have 25 years of experience in all facets of contact center operations.
I have the honor of being a member of the NICE inContact ICVC Board. The iCVC is a select group of inContact customers selected to join as trusted advisors to help InContact validate ideas for new products and features and plans for future innovations.
I am also the author of "Advice from a Call Center Geek" and host of the podcast of the same name. podcast.callcentergeek.com
10 Unique Use Cases for Speech Analytics
10 Unique Use Cases for Speech Analytics For those of you who use speech analytics and want to expand the ROI for them, this is...
The ONE Technology that will be Revolutionizing the Customer Experience
Call Center pros think I am crazy, but I think I found the technology that will be changing the customer service and customer experience...
10 Unique Use Cases for Speech Analytics
Speech analytics is evolving to have use cases not yet thought of. For those of you who use speech analytics and want to expand...
7 Falsehoods About Outsourcing Your Call Center
Outsourcing is not for everyone, and we have been very open about that, in fact, we did an entire episode on 10 reasons why...
Tips for Lowering Your Call Centers Handle Time
Talk Time vs Handle Time First, let’s define the difference between handle and talk time. Handle time is the entire cradle-to-grave time period that a...
How to Manage Your Call Center Outsourcing Partner Properly
1. Do Not Treat Your Outsourcer Like a Vendor Your relationship with your BPO is too important to treat like a vendor. Your customer service...
Remembering the Call Center of 1985
I have read and written many articles on the future of customer service and the future of the contact center. I thought it would...
My Five Favorite Call Center Reports
1. Daily Summary Report Daily Summary Reports need to be available every single day whether you are an internal call center or you outsource. It...
10 Reasons You Should NEVER Outsource Your Call Center
All-day long I could talk about why you should outsource. Today I will be playing devil’s advocate and give you ten reasons as to...
Its Not the Call Centers Fault! Introduction of Customer Journey Mapping
The importance of customer journey mapping… Have you ever been called in by your boss as the quarterly statistics are being presented to the Board...
Making Call Center Culture Tangible and Tips for Associate Engagement
1. Call Center Culture The first step to having a company culture is to define it in a couple of words or pillars. Creating a...
Purchasing a New Call Center Platform- Everything You Need To Know
Whether you are in the market or will be in the market for a new call center platform, we will go in-depth into the...
HR and Corrective Actions in the Call Center Environment
A lot of you have reached out and asked me, how do I deal with reps that are not putting in the effort, come...
5 Key Traits of an Awesome Call Center
There’s five things that I think we look for when we see a high-producing call center and something in my call center that we...
The Truth About AI in the Call Center in 2020
The role of AI in the contact center has been a topic that has been brewing in the industry over the past year. The...
Deep Dive into Your Call Center: 21 Questions We Ask When Call Center Consulting
When we are consulting in another call center, there is a list of questions that are asked every time. We discuss them ourselves at...
10 Policies Every Call Center Operation Must Have
Whether you are setting up a new call center or updating an older one, there are certain policies that you need to have in...
Crystal Ball – The Call Center of the Future: 2025
Let’s talk about the future. Technology is evolving so quickly that every year there is something new that will make our call center life...
Call Center Workforce Management 101
We often get questions about different aspects of workforce management (WFM). "How do we make sure we have the right number of agents available...
7 Metrics to Benchmark Your Call Center for Efficiency
When considering what metrics make up a world-class call center, there are many points to consider. Let’s focus on the agent’s side of things....