Advice from a Call Center Geek!

About Advice from a Call Center Geek!

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!

Publisher

Thomas Laird

Category

business · business · technology

Language

en

Explicit

No

First episode

17 Dec 2018

Latest episode

11 Jun 2026

Latest episodes

1 of 247 episodes have a transcript.

1. 

   11 Jun 2026

   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 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 j...

2. 

   4 Mar 2026TRANSCRIPT

   Everything I Have Learned about Ai Powered QA

   Send a text 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 assurance with AI. I'm breaking down the biggest lessons, the biggest mistakes I see people making, and what actually works when you're implementing AI powered QA in a contact center. I cover why you should never reinvent your scorecard on day one, what "false hustle" questions are and why they're killing your QA program, why most AI QA...

3. 

   8 Jan 2026

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

   Send us a text 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 down why scoring 100% of calls doesn’t give you better insight. It just gives you more work. We talk about where the push for full coverage really comes from. Fear. Compliance pressure. Old spreadsheet thinking. And why that mindset quietly hurts coaching, accuracy, and confidence. We also cover what the data actually shows, how st...

Inside a recent episode

Everything I Have Learned about Ai Powered QA

Published 4 Mar 2026 · Transcript excerpt

[…] So two QA analysts listen to the same call, they use the same form, and 30% to 40%, almost 50% of the time they come back with different scores, right? Right. So it makes sense, right? Somebody's tired on a Friday. They just want to blow through it. Somebody is more strict or is more strict on an empathy type question. One, you know, interprets call control this way, right? They're human. There's variables that we have as humans, right? And I think that's why AI is more accurate. It's not only more accurate, it's more consistent, right? Because, again, it just scores the same way, the same standards, if you're doing this the right way. […]

Who has been a guest on Advice from a Call Center Geek!

Names identified in recent episode analyses. Showing up to five guests.

• Christopher Irwin-Dudek
• Tom Laird
• [Guest Name]
• Expivia team

Reach and audience

Public platform figures. Ratings count people who left a rating, not total listeners.

YouTube views

198,058

Score snapshot 15 Sept 2025

Apple Podcasts (US)

4.8 / 5

69 ratings

Spotify

4.7 / 5

19 ratings

Podcast Authority Score: 71 / 100

A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.

Quality

70

Social presence

0

YouTube

86

Engagement

92

Contact Advice from a Call Center Geek!

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