About
Join our Linkedin Group (Call Center Tips and Tactics):…
Articles by Thomas
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5 Proven Techniques for Handling Angry, Mad, and Irate Customers in Contact Centers
5 Proven Techniques for Handling Angry, Mad, and Irate Customers in Contact Centers
By Thomas Laird
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How Many Contact Center QA Evaluations Do You Need to Do Per Agent?
How Many Contact Center QA Evaluations Do You Need to Do Per Agent?
By Thomas Laird
Activity
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Dear startups, As tempting as it is and no matter your margins, please do not do “lifetime deals” on Product Hunt or anywhere else. You may drive a…
Dear startups, As tempting as it is and no matter your margins, please do not do “lifetime deals” on Product Hunt or anywhere else. You may drive a…
Liked by Thomas Laird
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Coming back from Labor Day Weekend, check out all the places we impacted in August! 📍 First, we would like to wish our hard working employees a…
Coming back from Labor Day Weekend, check out all the places we impacted in August! 📍 First, we would like to wish our hard working employees a…
Liked by Thomas Laird
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Find opportunities to surprise and delight. Don’t immediately shy away from doing things you can’t or shouldn’t scale. It’s okay to create special…
Find opportunities to surprise and delight. Don’t immediately shy away from doing things you can’t or shouldn’t scale. It’s okay to create special…
Liked by Thomas Laird
Experience
Education
Volunteer Experience
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Board Member- Vice Chair
Erie Technology Incubator Inc @Gannon University
- Present 2 years 9 months
The Erie Technology Incubator serves Northwest Pennsylvania with a unique blend of strategic guidance, dedicated mentor teams, 1:1 coaching, and networking opportunities.
We provide early-stage technology-enabled companies with critical resources and support to guide them through key milestones and phases of their entrepreneurial journey. -
Publications
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Advice From a Call Center Geek
Expivia Press
Advice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, a 600 seat USA call center, guides you through the process of developing a world class operation.
This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the "right" associates and shows you how to educate for quality while maintaining high…Advice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, a 600 seat USA call center, guides you through the process of developing a world class operation.
This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the "right" associates and shows you how to educate for quality while maintaining high level management.
Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at their center. -
A Practical Guide to Business Development
Arrows Out Consulting
I have had the luxury to be asked my author Sam Morrison May to contribute to her Work. I have the article that you can find here published in the book.
https://www.linkedin.com/pulse/20141010191308-42149793-what-i-learned-about-overcoming-fear-from-my-two-year-old?trk=mp-reader-cardOther authorsSee publication
Projects
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Expivia Call Center and Customer Service Blog
- Present
An ongoing look at Call Center Operations and Customer Service/Sales
Honors & Awards
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2024 CX Network Top 50 Influencer List
CX Network
CX Network is delighted to present this year’s guide to the top customer experience influencers we believe you should follow in 2024.
Our list includes CEOs, company founders, CXOs, thought leaders and academics from all over the world, who are making a significant impact in customer experience by bringing innovation to their field and inspiring the next generation of CX leaders.
We’ve compiled the list in alphabetical order, highlighting why each individual is so influential…CX Network is delighted to present this year’s guide to the top customer experience influencers we believe you should follow in 2024.
Our list includes CEOs, company founders, CXOs, thought leaders and academics from all over the world, who are making a significant impact in customer experience by bringing innovation to their field and inspiring the next generation of CX leaders.
We’ve compiled the list in alphabetical order, highlighting why each individual is so influential along with our pick of their top blog articles, podcasts and interviews. -
Klaus Top 25 Most Influential People in Customer Service
Klaus
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Observe.AI 2023 Contact Center Thought Leader of the Year!
Observe.ai
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ICMI Top 25 Thought Leader
ICMI
Nominated by peer and chosen by ICMI staff as a top 25 Contact Center and CX Thought Leader
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2016 Erie, Pa Startup of the Year Award
Innovation Collaborative
Expivia was honored to be named the 2016 Erie, Pa startup of the year. This award if given annually to the Erie company that is 5 years or younger that shows the most promise for sustained growth and profitability.
Organizations
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Erie Vistage CEO Group
Member
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2023 NICE CXone Executive Customer Council
Member
Member of the 2023 NICE CXone Executive Customer Council A select group of CXone customers selected to join as a trusted advisors to help NICE validate ideas for new products and features and plans for future innovations.
More activity by Thomas
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I’m so excited about the work we are doing to have companies be able to rate their contact center agent QA form to make it as good as possible using…
I’m so excited about the work we are doing to have companies be able to rate their contact center agent QA form to make it as good as possible using…
Shared by Thomas Laird
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Do you have a world class qa form? We are close to launching out QA form analyzer that takes into account best practices and will show you how to…
Do you have a world class qa form? We are close to launching out QA form analyzer that takes into account best practices and will show you how to…
Shared by Thomas Laird
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Exciting new additions to the Erie Molded Packaging fleet! Five more examples of continuous improvement and reinvestment to enhance our workplace and…
Exciting new additions to the Erie Molded Packaging fleet! Five more examples of continuous improvement and reinvestment to enhance our workplace and…
Liked by Thomas Laird
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I have ZERO programming skills. ZERO. But, with 2 basic prompts in under 𝟯𝟬 𝙨𝙚𝙘𝙤𝙣𝙙𝙨 I created a basic, yet working, OttoQa Pricing…
I have ZERO programming skills. ZERO. But, with 2 basic prompts in under 𝟯𝟬 𝙨𝙚𝙘𝙤𝙣𝙙𝙨 I created a basic, yet working, OttoQa Pricing…
Shared by Thomas Laird
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I’m relaunching the Reimagining the Contact Center podcast. 💥 What did I learn from my first 47 episodes? Folks got limited time. If you want…
I’m relaunching the Reimagining the Contact Center podcast. 💥 What did I learn from my first 47 episodes? Folks got limited time. If you want…
Liked by Thomas Laird
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You can either chose to automate QA in the Contact Center, or redefine it. But probably not both... Dear (former QA Analyst), We are pleased to…
You can either chose to automate QA in the Contact Center, or redefine it. But probably not both... Dear (former QA Analyst), We are pleased to…
Liked by Thomas Laird
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I know this isn’t usually a LinkedIn post, but I believe we should celebrate our children! Good luck this school year to my little guy who is not so…
I know this isn’t usually a LinkedIn post, but I believe we should celebrate our children! Good luck this school year to my little guy who is not so…
Liked by Thomas Laird
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I truly believe that after seeing so many QA forms from various companies, one of the main reasons why support is subpar in so many organizations is…
I truly believe that after seeing so many QA forms from various companies, one of the main reasons why support is subpar in so many organizations is…
Posted by Thomas Laird
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