Thomas Laird

Thomas Laird

Erie-Meadville Area
13K followers 500+ connections

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Activity

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Experience

  • Expivia Interaction Marketing Group Inc. Graphic

    Expivia Interaction Marketing Group Inc.

    Erie, Pennsylvania Area

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    Erie, Pennsylvania Area

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    Erie, Pennsylvania, United States

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    United States

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    Erie, Pennsylvania Area

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  • -

    Erie, Pennsylvania Area

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    Erie, Pennsylvania Area

Education

Volunteer Experience

  • 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.

  • Villa Maria Academy Graphic

    Head JV Basketball Coach

    Villa Maria Academy

Publications

  • 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.

    See publication

  • 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-card

    Other authors
    See publication

Projects

Honors & Awards

  • 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

  • Observe.AI 2023 Contact Center Thought Leader of the Year!

    Observe.ai

  • ICMI Top 25 Thought Leader

    ICMI

    Nominated by peer and chosen by ICMI staff as a top 25 Contact Center and CX Thought Leader

  • 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

  • Erie Vistage CEO Group

    Member

    - Present

    Member of the Erie PA Vistage CEO group lead by Hoop Roche

  • 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.

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