Call centers are one of the most unique experiences from both a consumer and employee standpoint. As a customer, we often feel the frustrations of long wait times, being helplessly passed around from department to department, having to tell our story six different times only to be met with the “…why are you calling in today…” As an employee, it can be equally frustrating: long and/or strange hours, poor management, high churn, lack of training, and at times what feels like a never-ending stream of angry customers on the other end of the line call after call after call. Neither scenario is exactly a win for either party and this has been the sort of mindset for decades. It sucks, we know it sucks, and that’s just the way that it is. But what if there was a different way? Modern approaches that could simplify the process and increase first call resolutions, make the job easier for the agents, and much more. This week on The Malliard Report, Jim welcomes a guest that is taking this task head on. This week we welcome Thomas Laird to the show to discuss the future of AI use in call centers, managing floors better, NFTs, and much more.
“Tom Laird is the founder and CEO of award winning Expivia Interaction Marketing Group. Expivia is USA BPO omni-channel contact center located in the USA. Tom has 25 years of experience in all facets of contact center operations. Tom has the honor of being a member of the Nice inContact iCVC Board. The iCVC is a select group of Nice inContact customers selected to join as trusted advisors to help inContact validate ideas for new products and plans for future innovations. Prior to starting Expivia, Tom was the head of call center operations or a large BPO that specialized in financial services. Having this past know-how has given him the responsibility of running many service and sales programs for most of the largest 15 financial institutions the USA.”
Tom does a great job at peeling back the curtain and showing a sneak peek of what is on the other side of the phone call that we all too often dread. He also shares how the future could actually be brighter for the industry. You can find Tom’s book Advice From A Call Center Geek on major online retailers. To keep in the latest loop with The Malliard Report head over to malliard.com where there are past shows, the newsletter, merch, the live chat, and so much more. Remember to rate and subscribe through your favorite podcast app!
Learn more about your ad choices. Visit megaphone.fm/adchoices
Exploring the Need for Prison Reform with Dr. Karen Gedney
Energy Healing with Elena Servidio-Schwinn: Unlocking Your Highest Purpose
Invest in Real Estate with Tal Iozef - Learn How to Make Maximum Profit with Smart Investments
Exploring Disclosure with Jack Brewer on the Malliard Report
The History and Future of GPS Technology - Exploring the Impact of GPS with Richard D. Easton
Mark Anthony on The Malliard Report: Exploring the Oddities of the Ancients
The Malliard Report: Exploring the Paranormal, Metaphysical and Spiritual with Chris “Coyote” Sutton
Exploring the Unknown: An Interview with Nathaniel J. Gillis, Demonologist and Paranormal Investigator
Exploring Reincarnation and Past Lives with D. Eric Maikranz on the Malliard Report
Interview with Manu Intiraymi: The Man Behind the Sci-Fi Epic "The Circuit"
Exploring the Paranormal with KJ McGlinn on the Malliard Report
The Malliard Report: A Conversation with Kat Ward from Paranormal Heart
Christian Espinosa - Leadership Development & Motivational Expert - on The Malliard Report
Ward Burton: A Look Into the Life of a Professional Racecar Driver
Exploring the Paranormal with Jim Harold - An Interview with the Host of the Paranormal Podcast
Interview with Crowbar: The Journey of a Wrestling Legend
Learn to Read Tells and Exploit Your Opponents in Poker with Zachary Elwood
An Insightful Conversation with Entertainment Reporter Chris Van Vliet on The Malliard Report
Navigating the Ever-Changing Small Business and Crypto Markets with David Strausser
The Real Men in Black: Uncovering the Mystery of the UFO Phenomenon
Create your
podcast in
minutes
It is Free
The Hello Heaven Podcast
Devoted To Prayer
Cast The Word
Let Me Be Frank | Bishop Frank Caggiano’s Podcast | Diocese of Bridgeport, CT
Rudolf Steiner Audio
Conspirituality