Advice from a Call Center Geek

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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

17/12/2025

This episode is my AI Christmas wish list for CCaaS.

Not toys. Not buzzwords. The real AI tools contact centers should already have but don’t.

Everyone is focused on making AI talk to customers. That’s missing the point. AI in CX isn’t supposed to just talk. It’s supposed to run the contact center.

I break down the biggest opportunities CCaaS platforms are skipping, from AI flow builders you can prompt in plain English, to real-time workforce orchestration, predictive routing that replaces “next available agent,” dashboards built instantly by prompt, in-call coaching that actually helps agents in the moment, and real-time billing with zero surprises.

This is a wish list, but it’s not fantasy. This is practical, achievable AI that would make life easier for the people running the floor every day.

If you’re tired of AI demos that look good but don’t change operations, this episode is for you.

All I want for Christmas is CCaaS AI that actually works.

24/08/2025

Quick Look at call center and contact center occupancy metrics.

24/08/2025

Should contact center agents be forced to take call after call with no after call work or wrap time between calls. Let’s talk about this.

21/08/2025

Call Center “empathy statement’s” hurt CX

20/08/2025

Best call center agent after call survey question

19/08/2025

Proud of our work here at Expivia with all the 211s.

#211

18/08/2025

The QA scorecard is actually ruining the quality of cx.

17/08/2025

Offshore agents (Philippines, India, Egypt…) are not being paid what they should. I have the stats.

17/08/2025

Dealing with long handle times in your call center.

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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