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Advice from a Call Center Geek Advice from a Call Center Geek is the one place for running all things call center and contact center

29/05/2025

Most think scoring calls with AI is the endgame. It’s not, it’s just the start. In this episode, I break down why today’s Auto QA tools are playing small, and what the real opportunity looks like when you go deeper.

From behavioral coaching to AI-powered call redos, we’re rethinking QA as a growth engine, not a checkbox.

� New to streaming or looking to level up? Check out StreamYard and get $10 discount! �

21/05/2025

𝗜’𝗺 𝗽𝘂𝗺𝗽𝗲𝗱 𝘁𝗼 𝗶𝗻𝘃𝗶𝘁𝗲 𝘆𝗼𝘂 𝘁𝗼 𝗮 𝘁𝗼𝘁𝗮𝗹𝗹𝘆 𝗻𝗼𝗻-𝘀𝗮𝗹𝗲𝘀, 𝟭𝟬𝟬% 𝘃𝗮𝗹𝘂𝗲-𝗽𝗮𝗰𝗸𝗲𝗱 (𝗮𝗻𝗱 𝗳𝗿𝗲𝗲) 𝘀𝗲𝘀𝘀𝗶𝗼𝗻 on how we used 𝗔𝗜 𝘁𝗼 𝗯𝘂𝗶𝗹𝗱 𝘁𝗵𝗲 𝗲𝗻𝘁𝗶𝗿𝗲 𝗺𝗮𝗿𝗸𝗲𝘁𝗶𝗻𝗴 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆 𝗯𝗲𝗵𝗶𝗻𝗱 𝗢𝘁𝘁𝗼𝗤𝗮, and how you can do the same.

No fluff. No tools to buy. Just the real AI prompting, frameworks, and thought process we used to us AI to help:
• � Find our 𝗡𝗼𝗿𝘁𝗵 𝗦𝘁𝗮𝗿 and build a brand that stands for something
• � Lock in our 𝗜𝗖𝗣 and break down different audience types
• � Use AI to create content that actually connects — fast and with purpose

This isn’t a "what tool should I use" kind of session. It’s 𝗵𝗼𝘄 𝘁𝗼 𝘁𝗵𝗶𝗻𝗸, 𝗽𝗿𝗼𝗺𝗽𝘁, 𝗮𝗻𝗱 𝗰𝗿𝗲𝗮𝘁𝗲 using AI like a marketing strategist.

If you want to level up your brand, content, and positioning with AI, this’ll be worth your time.
𝗜𝘁’𝘀 𝗳𝗿𝗲𝗲. 𝗜𝘁’𝘀 𝗽𝗿𝗮𝗰𝘁𝗶𝗰𝗮𝗹. 𝗔𝗻𝗱 𝗶𝘁’𝘀 𝘁𝗵𝗲 𝗲𝘅𝗮𝗰𝘁 𝘀𝘁𝘂𝗳𝗳 𝘄𝗲 𝘂𝘀𝗲𝗱 𝘁𝗼 𝗴𝗿𝗼𝘄 𝗢𝘁𝘁𝗼𝗤𝗮.
𝗦𝗲𝗲 𝘆𝗼𝘂 𝘁𝗵𝗲𝗿𝗲.

� New to streaming or looking to level up? Check out StreamYard and get $10 discount! �

05/02/2025

Most QA programs score agents but don’t actually develop them, and that’s the problem.

This episode explains how to move beyond compliance-based QA and use real call insights to coach smarter, faster, and better.

Topics covered include:

*Why high QA scores don’t always mean high performance
*How to shift from traditional QA to coaching-driven QA
The benefits of Auto QA tools like OttoQa.com for real-time coaching insights
*How micro-coaching leads to faster, more effective agent development
*Stop grading agents and start developing them.

This episode shows how to turn QA insights into real coaching results.

28/01/2025

Join me as I peel back the layers on how OttoQA achieves 95%+ accuracy in scoring contact center QA calls, regardless of question complexity.

24/01/2025

Experience OttoQA in Action: Live Call Scoring Demo today 2:00 EST Jan 24
Join us for an interactive demonstration where we'll:

*Listen and manually score a sample call together (it will be a short call)
*Process the same call through OttoQA's AI
*Compare results and discover the enhanced insights, accuracy, and efficiency that OttoQA delivers as your AI QA solution

Register now to see the power of AI-driven call scoring firsthand!

23/01/2025

In this thought-provoking episode of Advice from a Call Center Geek, we challenge conventional wisdom about artificial intelligence and empathy.

Quick description of what we will tackle here...can AI show empathy or not and how do we "measure" that.

14/01/2025

Join Us for a Quick 15–20 Minute OttoQa Demo!

Discover what we've been working on and get a sneak peek at our upcoming releases.

Got questions? Just ask!

For a personalized demo (yes, I personally handle every demo!), visit ottoqa.com/demo to schedule your session.

13/01/2025

𝗬𝗼𝘂𝗿 𝟮𝟬𝟮𝟱 𝗔𝗜 𝗶𝗻 𝗖𝗫 𝗥𝗼𝗮𝗱𝗺𝗮𝗽
Not sure where to start with AI as it relates to your contact center and customer experience?

In this video, we share the proven roadmap we’ve developed at Expivia, our contact center outsourcing company, to help many of our customers navigate the world of AI successfully.

This isn’t about rushing into the latest tech trends, it’s about taking a thoughtful, methodical approach to implementing AI the right way.

By following this guide, you’ll gain realistic expectations and a clear strategy for integrating AI into your operations to drive real results.

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13/01/2025

Tired of the AI hype cycle? In this straight-shooting episode, we're diving into what's actually happening with AI in customer experience operations right now. Not what vendors are promising, not what futurists are predicting, but the real deal from someone in the trenches.

You'll discover what's genuinely working, what's still smoke and mirrors, and most importantly, how to build your roadmap for 2025. We're unpacking real implementation stories, revealing common pitfalls, and sharing the frameworks you need to evaluate what's right for your organization.

Key takeaways:

*The truth about current AI capabilities in CX (no sugar coating)
*Which use cases are delivering real value today
*Critical steps to prepare your team and infrastructure
*A practical framework for your 2025 planning
*The mistakes you can't afford to make

Whether you're just starting your AI journey or trying to optimize your current operations, this episode gives you the unfiltered insights and actionable steps you need to move forward with confidence.

Time to cut through the noise and get real about AI in CX.

30/12/2024

As we wrap up another year, it's time for our highly anticipated ACG 2025 Predictions Episode!

In this special forecast, we'll dive deep into the future of technology and customer experience, sharing valuable insights from the entire Expivia team.

What groundbreaking technologies will reshape the CX landscape? How will AI continue to evolve in the customer service space? What new challenges and opportunities await contact centers in 2025? Join us as we break down our expert predictions and analyze the trends that will define the industry over the next 12 months.

Drawing from our hands-on experience and industry expertise, we'll explore everything from emerging digital solutions to shifting customer expectations.

Whether you're a CX professional, technology enthusiast, or business leader, you won't want to miss these critical insights into what's coming in 2025!

06/12/2024

Have 20 minutes or some questions about OttoQa. Come check out a quick and random Friday Demo with CEO Tom Laird!

21/02/2024

Beware of LLM Chatbot Blunders!

💡 Many are falling for AI hype. Let's start smart - from the agent level and work our way up.

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