Advice from a Call Center Geek

30/12/2024

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 technology and customer experience, sharing valuable insights from the entire Expivia team.

What groundbreaking technologies will reshape the CX landscape? How will AI continue to evolve in the customer service space? What new challenges and opportunities await contact centers in 2025? Join us as we break down our expert predictions and analyze the trends that will define the industry over the next 12 months.

Drawing from our hands-on experience and industry expertise, we'll explore everything from emerging digital solutions to shifting customer expectations.

Whether you're a CX professional, technology enthusiast, or business leader, you won't want to miss these critical insights into what's coming in 2025!

06/12/2024

Have 20 minutes or some questions about OttoQa. Come check out a quick and random Friday Demo with CEO Tom Laird!

04/12/2024

In this episode, we explore why AI is no longer a luxury but a necessity for contact center QA processes in 2025.

From automating QA scoring to providing actionable insights, AI is transforming how contact centers evaluate and enhance customer interactions.

Whether you're managing a small team or a large-scale operation, this episode is packed with insights to help you leverage AI for more efficient and impactful quality assurance. Don't miss it!

20/11/2024

Black Friday and Cyber Monday are right around the corner!

For contact centers, preparation is key. Here are some updated best practices to help you nail this year's sales rush. Lets get ready for the contact center superbowl!

07/11/2024

Today at 1pm EST we will be demoing OttoQa with all our updates.

See how you can fully automate your contact center QA scoring with over 70% savings and 95%+ accuracy using AI.

If you have any questions about the platform please e free to ask as we will be taking any and all questions!

As always:

No Contracts
Minimal Setup Fees
No Seat Licenses
Usage Model Pricing

01/10/2024

In this episode of Advice from a Call Center Geek, we explore how small and medium-sized businesses can harness authentic artificial intelligence to transform their contact centers without overspending.

With a flood of so-called "AI" products in the market, we help you distinguish genuine solutions from the fakes to ensure you're investing wisely. Learn how focusing on Knowledge Management Systems, smart integrations, and agent-level AI tools can deliver immediate ROI.

Whether you're facing challenges with lower interaction volumes or cost barriers, this episode offers practical strategies to help you compete with industry giants and boost customer satisfaction. Tune in for actionable insights that make real AI accessible and effective for SMBs.

26/09/2024

Discover how OttoQa is transforming quality assurance in contact centers with cutting-edge AI and automation.

Join Tom Laird, CEO of OttoQa, for a live demo showcasing the platform’s newest features, including seamless integrations with NICE CXone, Genesys, and Five9.

See firsthand how OttoQa simplifies QA scoring, enhances customer insights, and provides unparalleled transparency.

Whether you're a small or medium-sized contact center, this webinar will show you how to elevate your QA process and drive impactful results with OttoQa.

06/09/2024

In this episode, Tom Laird, the seasoned CEO behind Expivia and OttoQA, takes a deep dive into the heart of his latest book, False Hustle.

Learn how contact centers and CX leaders are unknowingly sabotaging their own success with misguided efforts to appear productive.

Tom shares game-changing insights on how to break the cycle of false hustle and rebuild customer experience from the ground up, balancing the efficiency of AI with the power of authentic human interaction.

Tune in for practical strategies, real-world examples, and actionable advice on transforming your customer service into a genuine powerhouse of satisfaction and loyalty. Whether you're a contact center pro or simply curious about the future of CX, this is a conversation you can't afford to miss.

06/09/2024

In this episode, Tom Laird, the seasoned CEO behind Expivia and OttoQA, takes a deep dive into the heart of his latest book, False Hustle.

Learn how contact centers and CX leaders are unknowingly sabotaging their own success with misguided efforts to appear productive.

Tom shares game-changing insights on how to break the cycle of false hustle and rebuild customer experience from the ground up, balancing the efficiency of AI with the power of authentic human interaction.

Tune in for practical strategies, real-world examples, and actionable advice on transforming your customer service into a genuine powerhouse of satisfaction and loyalty. Whether you're a contact center pro or simply curious about the future of CX, this is a conversation you can't afford to miss.

08/08/2024

In this episode of "Advice from a Call Cente Geet," we dive deep into the art of handling angry customers. Discover my five favorite techniques that can transform heated confrontations into opportunities for customer loyalty.

Whether you're a seasoned manager or a front-line agent, you'll learn:

The "Empathy + Action Combo" that immediately diffuses tension
How to use "The Interruption Buster" to reset negative conversations
The "Ownership Approach" that builds instant trust
"Reframing" strategies to shift from complaints to solutions
The "Calm Questioning Method" that engages a customer's logical thinking

Packed with real-world examples and implementation tips, this episode provides the tools you need to confidently handle even the most challenging customer interactions.

01/08/2024

Did you ever ask yourself what the high-end contact centers are doing differently as it relates to technology? In this episode an ACG, we dive deep into the cutting-edge technologies that set elite customer service operations apart from the rest.

From AI-powered tools to advanced analytics, we explore the strategies that are revolutionizing the way top companies interact with their customers.

Whether you're a business owner looking to upgrade your customer service or a tech enthusiast curious about the future of communication, this podcast offers invaluable insights into the world of high-tech contact centers.

23/07/2024

The team at OttoQa has been working diligently to enhance our product. We're confident in stating that we offer the most accurate and consistent AI QA solution in the market.

We're proud to announce our first full integration with the leading CCaaS platform, NICE CXone.

Integrations with other leading platforms, including Genesys and Five9, will be rolling out in the coming weeks.

We invite you to view a demo showcasing the simplicity of our solution. Our system handles all the work, making QA scoring effortless - it "Just Happens".

08/07/2024

I wanted to do a podcast/live stream talking about how we are seeing outsourcing changing in the contact center space with the rise of AI.

The evolution and change we're witnessing are massive, and I hope you find this topic interesting.

Please let us know if you have any questions, as we will have a full AMA (Ask Me Anything) session!

We’d love to know your thoughts.

21/02/2024

Beware of LLM Chatbot Blunders!

💡 Many are falling for AI hype. Let's start smart - from the agent level and work our way up.

15/02/2024

𝗧𝗵𝗲 𝗖𝗼𝗺𝗽𝗿𝗲𝗵𝗲𝗻𝘀𝗶𝘃𝗲 𝗚𝘂𝗶𝗱𝗲 𝘁𝗼 𝗡𝗜𝗖𝗘 𝗖𝗫𝗼𝗻𝗲’𝘀 𝗟𝗮𝘁𝗲𝘀𝘁 𝗔𝗜-𝗗𝗿𝗶𝘃𝗲𝗻 𝗥𝗲𝗹𝗲𝗮𝘀𝗲
We've just published an in-depth review/highlights of the latest NICE CXone release, and it's a game-changer for the world of customer service.

This release marks a significant leap forward, showcasing a suite of advanced AI tools designed to revolutionize how businesses interact with their customers.

What's Inside?

• Enlighten Actions: Analytics taken to the next level, offering deep insights into customer interactions and agent performance.

• Autopilot: A cutting-edge virtual agent that learns from your data to provide top-tier customer support.

• Web-Based Studio & More: Streamlined operations with the transition to a web-based environment, enhancing workflow and collaboration.

This comprehensive review covers everything you need to know about how these AI tools can transform your customer service operations, making them more efficient, personalized, and insightful.

Click here:
https://www.expiviausa.com/transforming-customer-service-nice-cxone-ai-release/

This review offers an in-depth analysis of the latest NICE CXone release, detailing the AI tools such as Enlighten Actions and Autopilot. It aims to inform businesses about the key features and potential impacts of AI-driven customer service enhancements.

05/02/2024

𝗕𝗮𝗸𝗲𝗱, 𝗕𝗮𝗸𝗶𝗻𝗴, 𝗼𝗿 𝗗𝗼𝘂𝗴𝗵?

Where are we today and where are we going with LLM chatbots? I recently had the great opportunity to be the inaugural guest on new video series, "Baked, Baking, or Dough." In this series, guests share their thoughts on various technological advancements in Customer Experience (CX) that are emerging today.

During my appearance, I shared my views on the current and future landscape of Large Language Model (LLM) Chatbots. There was also an engaging discussion with Bernstein, the CEO of Balto, on this topic....this was alot of fun! Love to know what your thoughts are on this...AMIRIGHT?

05/02/2024

AI Language Translation is Coming! 2024 Prediction for CX Multilingual AI voice assistance will be a thing.

Imagine using a USA agent in Pennsylvania being able to handle calls with customers who speak French, German, Italian, Russian, Mandarin, and Japanese on back-to-back calls. Ai multilingual voice translation is coming. No more having to use the translation line.

It will be as seamless as both speaking the same language at the same time.

02/02/2024

Using AI for outbound calling is illegal! FCC came out on Feb 1 saying this.