Advice from a Call Center Geek!

The Contact Center QA Score is OVER- How to Score QA in 2026

Send 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

AI Customer Bots Are Coming to You Call Center!

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 m

Everything I Have Learned about Ai Powered QA

Send 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

Why You Should Not be Scoring 100% of Your QA Calls

Send 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 d

Dear Santa: Here is the AI Contact Center Tools We Actually Want!

Send 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. Eve

Inside Expivia Digital and the State of Contact Center Technology

Send 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 cent

Keep Call Centers In America Act- The Truth

Send 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 patrioti

Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions

Send 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

Listen to This Before You Build or Buy an AI Auto QA Platform

Send 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 j

2025 Geek Gauge CCaaS Rankings!

Send 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 comp

What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP

Send 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 exact

The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center

Send us Fan Mail EPISODE DESCRIPTION: Are your post-call surveys actually providing meaningful insights, or just creating a dangerous illusion of customer understanding

Beyond AHT and SLA: How to Measure Success in AI-Powered Contact Centers

Send us Fan Mail Traditional contact center metrics like Average Handle Time and Customer Satisfaction scores have served the industry well for decades. But as AI transf

Contact Center Coaching 2.0 -Turning QA Insights into Agent Coaching Gold

Send us Fan Mail Most QA programs score agents but don’t actually develop them—and that’s the problem. In this episode, we break down how to move beyond compliance-based

Beyond Words: Measuring AI Empathy Through Impact

Send us Fan Mail In this thought-provoking episode of Advice from a Call Center Geek, we dive deep into one of the most contested questions in customer service technolog

Let's Get Real: The True Story of AI in CX & Your 2025 Game Plan

Send us Fan Mail Tired of the AI hype cycle? In this straight-shooting episode, we're diving into what's actually happening with AI in customer experience oper

2025 Predictions for CX and the Contact Center Industry

Send us Fan Mail As we wrap up another year, it's time for our highly anticipated ACG 2025 Predictions Episode! In this special forecast, we'll dive deep into

The Future of Contact Center Outsourcing: What to Expect in 2025

Send us Fan Mail (I apologize for the poor audio on this episode, we had a mic failure, but the content is awesome so I hope you still find value!) In this episode of t

The Future of QA: Why AI is a Game-Changer for Contact Center Quality in 2025

Send us Fan Mail  The way contact centers approach Quality Assurance is undergoing a major transformation, and AI is at the heart of it.  In this episode, we explore ho

Mastering Black Friday and Cyber Monday: Your Ultimate Contact Center Superbowl Playbook

Send us Fan Mail  Black Friday and Cyber Monday are almost here, bringing the year's biggest sales rush! For contact centers, this is the Super Bowl of customer ser