Growing Up in a Call Center:
Thomas Laird

Host
Christian Montes
Executive Director of Sales

Listen right now!

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

Everyone in the call center sector has had issues with agent turnover. Tom’s here with concrete advice and expertise to help you turn good employees into loyal ones!

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

A lot of industry experts agree that AI is taking the call center world by storm. But is AI really that good? Can it replace human chat? Tom’s answer is no.

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!