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Latest episodes
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The Contact Center QA Score is OVER- How to Score QA in 2026
October 15, 2026 · 16 minSend us Fan Mail Your QA score is the least important number in your contact center. I mean that. The 84 your analyst gave that call tells you almost nothing. Think about what that score actually is. One person. Listening to maybe 2%…
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AI Customer Bots Are Coming to You Call Center!
June 11, 2026 · 23 minSend us Fan Mail The onslaught of customer AI agents. In the next 9 to 12 months, your customer will be able to say “hey Siri, call my subscription company and cancel my plan, then chat with the ABC airline and move my flight from Tuesday…
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Everything I Have Learned about Ai Powered QA
March 4, 2026 · 17 minSend us Fan Mail Everything I've learned about AI QA after 2 years of building OttoQA and being one of the first companies to fully automate contact center quality assurance with AI. I'm breaking down the biggest lessons, the biggest…
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Why You Should Not be Scoring 100% of Your QA Calls
January 8, 2026 · 19 minSend us Fan Mail Most contact centers still believe scoring more calls means better QA. It doesn’t. In this episode, we start with the Law of Large Numbers and break down why scoring 100% of calls doesn’t give you better insight. It just…
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Dear Santa: Here is the AI Contact Center Tools We Actually Want!
December 17, 2025 · 31 minSend us Fan Mail This episode is my AI Christmas wish list for CCaaS. Not toys. Not buzzwords. The real AI tools contact centers should already have but don’t. Everyone is focused on making AI talk to customers. That’s missing the…
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Inside Expivia Digital and the State of Contact Center Technology
October 3, 2025 · 13 minSend us Fan Mail Join us for an inside look at Expivia Digital and the current state of contact center technology. We share our 30-year journey from running contact centers to consulting on CCaaS platform selection, AI quality assurance…
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Keep Call Centers In America Act- The Truth
August 18, 2025 · 15 minSend us Fan Mail In this episode, we dig into the Keep Call Centers in America Act and uncover the truth behind the headlines. On the surface, it sounds like a patriotic move to keep jobs here in the U.S., but when you look closer, the…
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Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions
June 26, 2025 · 15 minSend us Fan Mail This episode sounds as good as it gets — huge thanks to Christopher Irwin-Dudek, VP of Marketing Communications at NICE, for joining me. We dive into a wide-ranging conversation covering: The new leadership vision at NICE…
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Listen to This Before You Build or Buy an AI Auto QA Platform
May 29, 2025 · 27 minSend us Fan Mail Everyone’s rushing to add Auto QA. But most are thinking too small. In this episode, I break down what most platforms get wrong, why scoring calls is just the beginning, and what to look for if you actually want impact…
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2025 Geek Gauge CCaaS Rankings!
April 17, 2025 · 18 minSend us Fan Mail In this episode of the Advice from a Call Center Geek podcast, we unveil our highly anticipated 2025 Geek Gauge CCaaS Rankings. We break down the comprehensive analysis of the top 19 Contact Center as a Service platforms…
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What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP
April 3, 2025 · 23 minSend us Fan Mail In 2025, outsourcing isn’t just about price, it’s about AI, partnership, tech, and long-term CX strategy. In this episode, Tom Laird breaks down exactly what to look for in a modern contact center outsourcing partner and…
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The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center
March 26, 2025 · 25 minSend us Fan Mail EPISODE DESCRIPTION: Are your post-call surveys actually providing meaningful insights, or just creating a dangerous illusion of customer understanding? In this eye-opening episode of Advice from a Call Center Geek, we…
About the show
Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!