First Contact Podcast | Episode 7 Growing Up in a Call Center: Thomas LairdGrowing Up in a Call Center: Thomas Lairdhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Director of Sales PGlmcmFtZSB0aXRsZT0iR3Jvd2luZyBVcCBpbiBhIENhbGwgQ2VudGVyOiBUaG9tYXMgTGFpcmQiIGhlaWdodD0iMTIyIiB3aWR0aD0iMTAwJSIgc3R5bGU9ImJvcmRlcjogbm9uZTsiIHNjcm9sbGluZz0ibm8iIGRhdGEtbmFtZT0icGItaWZyYW1lLXBsYXllciIgc3JjPSJodHRwczovL3d3dy5wb2RiZWFuLmNvbS9tZWRpYS9wbGF5ZXIvOTd5azQtZTQxM2Y4P2Zyb209cGI2YWRtaW4mYW1wO2Rvd25sb2FkPTEmYW1wO3ZlcnNpb249MSZhbXA7YXV0bz0wJmFtcDtzaGFyZT0xJmFtcDtkb3dubG9hZD0xJmFtcDtydGw9MCZhbXA7Zm9udHM9SGVsdmV0aWNhJmFtcDtza2luPTEmYW1wO3BmYXV0aD0mYW1wO2J0bi1za2luPTEwOSI+PC9pZnJhbWU+ 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. https://nobelbiz.com/wp-content/uploads/2020/07/tom-laird-medium.png Guest Thomas Laird CEO of Expivia Interaction Marketing Explore more from this episode... 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. 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! 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. 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. 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. 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! MORE EPISODES... Let's Get to Work and Make Your Contact Center Better!