Thomas Laird’s Post

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 AI. We are looking at all the thousands of evaluations from OttoQa and coming up with a rating system and suggestions to enhance your form and how you score. We will have a rating for a: *General cx form *Retention form *Sales form (inbound / outbound) *Customer service Attached is the POC. It will be much more advanced as we continue. Plus…it will be totally free to analyze!!

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 reformat your questions to combat what we call “false hustle”. False hustle is when we score and educate agents on processes that we believe enhance the customer experience but in reality do the opposite. For example: Engagement “Did the agent say the customers name 4 times in the first 60 seconds of the call”. Our tool will analyze your form, score it, and give you suggestions on how you can improve it to combat negative like “false hustle”. We always get the question, “is our form good?” Well now we will have a tool that will tell you. More on this. Below is just a POC. #callcenter #contactcenter #callcentergeek

I have ZERO programming skills.  ZERO. But, with 2 basic prompts in under 𝟯𝟬 𝙨𝙚𝙘𝙤𝙣𝙙𝙨 I created a basic, yet working, OttoQa Pricing Calculator. Now its not super pretty but it took 30 seconds to have Claude program a fully functioning pricing calculator.  Let that sink in.  Imagine what this will look like after I work on it for 10 minutes! Claude is amazing, I can "program" so many tools and basic apps on my own.  You have to start playing with this.  It really is amazing and this 30 second experiement is the tip of the iceberg! Wait until you see what we are creating for your QA forms...going to be AWESOME!!! #callcenter #contactcenter #callcentergeek #ai #claude

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 that companies need an easy way to score and benchmark calls…so that’s what they do, thats how they train agents, that’s how they incent agents. Let’s go deeper. They aim to make sure QA is as easy to score as possible. When you can only score 2 or 3 calls per agent per week, you need to make it as repeatable as possible. You can’t train QA agents to dive deep into every call. It just won’t happen…we are too human. Now, with AI and the ability to score hundreds and thousands of calls a day, we can change not only what we score but, more importantly, how we educate agents differently. Stop focusing solely on process, and start redeveloping techniques that connect with customers on a human level. This is one of the central themes behind my new book, “false hustle”. I’m hopeful once you read it, the light bulb goes off with how we should educate, incent, and score agent not just on process, but on intent and outcomes. I’m excited to get this on your hands!!! #callcenter #contactcenter #callcentergeek #falsehustle

In doing competitive analysis for Auto Qa platforms, I was really suprised that there are some companies charging over $100 per seat for Auto Qa. Wow. I don’t care if you are a large enterprise or not, that’s a ton of money. I still believe that OttoQa is the most accurate, most consistent, and least expensive Auto Qa tool on the market. We don’t have the most advanced website or marketing…but we have the best tool. That’s we’re all the money has gone. $500 setup No contracts Usage model Please please please…go demo other Auto Qa tools. Then come take one with me. #callcenter #contactcenter #callcentergeek #autoqa

In doing competitive analysis for Auto Qa platforms, I was really suprised that there are some companies charging over $100 per seat for Auto Qa. Wow. I don’t care if you are a large enterprise or not, that’s a ton of money. I still believe that OttoQa is the most accurate, most consistent, and least expensive Auto Qa tool on the market. We don’t have the most advanced website or marketing…but we have the best tool. That’s we’re all the money has gone. $500 setup No contracts Usage model Please please please…go demo other Auto Qa tools. Then come take one with me. #callcenter #contactcenter #callcentergeek

More coming but I think we have agreed on a cover!!

I hate regular CSAT and NPS questions generally. I think the concept is good but the quetions we ask are not. I love this question that we convinced a cleint to ask on our CSAT scores here at Expivia. This cuts through so many things and asks a real quesiton about the agent behavior.  Evern upset customers will give good grades for the good agents. The is coorelating so well to OttoQa scores as well. 𝗔𝗴𝗲𝗻𝘁 𝗛𝗶𝗿𝗶𝗻𝗴 𝗣𝗼𝘁𝗲𝗻𝘁𝗶𝗮𝗹 𝗦𝗰𝗼𝗿𝗲: What it measures: The customer’s perception of the agent’s overall competence and service quality. Why it’s important: This metric directly assesses the agent’s performance from the customer’s perspective. How to implement: Ask questions like this: “On a scale from 1 to 5, with 5 being definitely ‘yes,’ and 1 being definitely ‘no,’ how likely would you be to hire the last representative you talked to, if you ran a customer service company?” I cant wait for you all to read my book. I hope it gets everyone to think differntly on how serivce should be done, and how we should be scoring quality as well.

Need a podcast episode idea, Im all AI'd out.  Thoughts?

𝗪𝗵𝗮𝘁 𝗶𝗳 𝘆𝗼𝘂 𝗰𝗼𝘂𝗹𝗱 𝘀𝗹𝗮𝘀𝗵 𝘆𝗼𝘂𝗿 𝗰𝗼𝗻𝘁𝗮𝗰𝘁 𝗰𝗲𝗻𝘁𝗲𝗿 𝗤𝗔 𝗰𝗼𝘀𝘁𝘀 𝗯𝘆 𝘂𝗽 𝘁𝗼 𝟴𝟬% 𝘄𝗵𝗶𝗹𝗲 𝗶𝗺𝗽𝗿𝗼𝘃𝗶𝗻𝗴 𝗾𝘂𝗮𝗹𝗶𝘁𝘆 𝗮𝗻𝗱 𝗰𝗼𝗻𝘀𝗶𝘀𝘁𝗲𝗻𝗰𝘆? OttoQa just flat out saves you a ton of money on your contact center QA. Real world Example... 𝗖𝗼𝗺𝗽𝗮𝗻𝘆 𝗔: • 8 QA managers • Each works 7.5 hours a day, 5 days a week • 15 minutes to score a 5-minute call • 3,780 calls scored per month • Monthly cost: $25,200 (at $20/hour per manager) • Yearly Cost: $302,400 Now, let's see how OttoQA compares in this same scenario: OttoQa 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻: • 𝗙𝘂𝗹𝗹𝘆 𝗮𝘂𝘁𝗼𝗺𝗮𝘁𝗲𝗱 𝘀𝘆𝘀𝘁𝗲𝗺 • 𝗢𝗽𝗲𝗿𝗮𝘁𝗲𝘀 𝟮𝟰/𝟳 • 𝗜𝗻𝘀𝘁𝗮𝗻𝘁 𝗰𝗮𝗹𝗹 𝘀𝗰𝗼𝗿𝗶𝗻𝗴 • 𝟯,𝟳𝟴𝟬 𝗰𝗮𝗹𝗹𝘀 𝘀𝗰𝗼𝗿𝗲𝗱 𝗽𝗲𝗿 𝗺𝗼𝗻𝘁𝗵 • 𝗠𝗼𝗻𝘁𝗵𝗹𝘆 𝗰𝗼𝘀𝘁: $𝟱,𝟬𝟬𝟬 ($𝟰𝟬𝟬𝟬 𝘄𝗶𝘁𝗵 𝗮 𝟭𝟮 𝗺𝗼𝗻𝘁𝗵 𝗰𝗼𝗻𝘁𝗿𝗮𝗰𝘁) • 𝗬𝗲𝗮𝗿𝗹𝘆 𝗰𝗼𝘀𝘁: $𝟲𝟬,𝟬𝟬𝟬 (𝟰𝟴,𝟬𝟬𝟬 𝘄𝗶𝘁𝗵 𝗮 𝟭𝟮 𝗺𝗼𝗻𝘁𝗵 𝗰𝗼𝗻𝘁𝗿𝗮𝗰𝘁) 𝗧𝗵𝗲 𝗣𝗼𝘁𝗲𝗻𝘁𝗶𝗮𝗹 𝗜𝗺𝗽𝗮𝗰𝘁: • Cost Efficiency: 80% reduction in monthly expenses • Time Savings: Instant results vs. 15 minutes per call • Consistency: Standardized scoring criteria applied uniformly • Scalability: Easily handle volume fluctuations without staffing changes • Resource Optimization: Frees human resources for complex tasks While every call center's needs are unique, this example illustrates how OttoQA could significantly streamline QA processes. By leveraging automation, businesses can potentially reduce costs, improve efficiency, and maintain high-quality standards.  Oh ya...untul the end of the year, full setup and POC is just $500. What do you have to lose. Video demo link is in the comments section! #callcenter #contactcenter #callcentergeek