Advice from a Call Center Geek!

Thomas Laird

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!

About PodLP

PodLP is the leading podcast app for feature phones. With 10M+ installs in nearly every country, PodLP is available for KaiOS on the KaiStore and JioStore, as well as Cloud Phone and Android. If you're interested in promoting "Advice from a Call Center Geek!" on PodLP, contact sales@podlp.com.

Screenshots are mockup renders of PodLP for KaiOS. Actual design may vary based on platform, operating system, and app version.

Advice from a Call Center Geek!

Episodes (247)

Jun 11th AI Customer Bots Are Coming to You Call Center!
Mar 4th Everything I Have Learned about Ai Powered QA
Jan 8th Why You Should Not be Scoring 100% of Your QA Calls

Advice from a Call Center Geek!

Jun 11, 2026
23 minutes
16 MB

Send 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 to Wednesday.” The AI agent launches the call or chat. It acts on their behalf. Think about what that does to your cx volume. Interactions are going to skyrocket. This is when and why AI in your contact center stops being optional. You’ll need it just...

Advice from a Call Center Geek!

AI Customer Bots Are Coming to You Call Center!

Thomas Laird

00:00 -22:49