First Contact Podcast | Episode 7
Growing Up in a Call Center:
Thomas Laird
Growing Up in a Call Center:
Thomas Laird
Host
Christian Montes
Executive Director of Sales
The Call Center Geek himself is here – Tom Laird, CEO of Expivia Interaction Marketing Group. He’s been in this industry since he was 9 years old helping his parents, and now he leads a team of hundreds of agents to new heights. Plus – he’s also a consultant and published author – so let’s learn from his expertise together in this episode of First Contact.
Guest
Thomas Laird
CEO of Expivia Interaction Marketing
Explore more from this episode…
VIDEO: Advice for Call Center Heroes
Some heroes that are not often discussed during these times are call center agents. However, their work is just as essential as many other workers right now.
ARTICLE: How to Reduce Agent Turnover
VIDEO: Let's Impart as Much Value as We Can
How do you get yourself out there as a BPO? Tom Laird and his team took a radical approach to marketing focused on being as useful as they possibly can.
ARTICLE: Succeeding without Soft Skills?
Surely you can’t be serious? We are. And Tom is here to talk us through what it takes to become a good agent even if soft skills don’t always come natural.
VIDEO: Human Chat Is Still Better than AI
ARTICLE: You Need to Offer Channel Options
Gone are the days when voice was enough. Today, you need to have email, SMS, chat, Facebook Messenger, Twitter, and many other platforms to remain competitive!
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