HomeServicesAboutIndustryPricingPodcastJobsBook a Call
The Podcast

Call Center Geek.

400,000+ downloads. Real talk about contact center operations, AI, outsourcing, and what the industry gets wrong. Hosted by Tom Laird from the floor at Expivia in Erie, PA.

Real talk. No fluff.

Contact center operations, AI, outsourcing, and what the industry gets wrong. Weekly. From the floor at Expivia in Erie, PA.

Call Center
Geek
with Tom Laird
400K+
Downloads
200+
Episodes
Stats
400K+
Downloads
300+
Episodes
2019
Since
Latest Episodes

Listen now.

Advice from a Call Center Geek
Weekly podcast by Tom Laird
Topics

What Tom talks about.

Why offshore fails.

The real total cost. The quality gap. Why the math never adds up.

AI that actually works.

Which tools are real. Which are theater. Agent Assist vs. agent replacement.

QA and quality.

Why 2% is not QA. How OttoQA changed the game.

Running a USA center.

Hiring, culture, clients. 600 seats in Erie, PA.

Want Tom on your podcast or at your event?

Speaker, panelist, or guest. Contact center operations, AI, BPO industry.

Get in Touch