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
Starting the Day the Right Way in Your Call Center for Maximum Quality Results
CALL CENTER MANAGEMENT-CONTROLLING THE FIRST 30 MINUTES OF AN ASSOCIATE’S DAY We educate all our middle management that the first 30 minutes of an associate’s...
10 Ways To Disrupt Your Call Center Using Technology and Best Practices
The technology and processes for running a call center in 2019 are evolving. Let's look at 10 ways you can disrupt your call...
8 Steps to Transform and Evolve Your Contact Center Culture
Culture is the thread that holds your call center together. Over the years we have come up with 8 tips to enhance your...