Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
…
continue reading
Discover your next favourite book, or take a deep dive into the mind of an author you love, with The Shakespeare and Company Interview podcast. Long-form interviews with internationally acclaimed authors, recorded from our bookshop in the heart of Paris. Hosted by S&Co Literary Director, Adam Biles. Discover all our upcoming events here. If you enjoy these conversations, you can order The Shakespeare and Company Book of Interviews here. Past guests include: Ottessa Moshfegh, Ian McEwan, Ali ...
…
continue reading
Lauren Fleshman and Jesse Thomas are world class professional endurance athletes, authors, speakers, and co-own a nationally distributed food products business called Picky Bars. They also happen to be married, still, and are raising two small children. They use their experience, stories, writing, and humor to answer to answer listener questions about sports, family, business, and the balance between all three! It's a circus, but hey, we're all in it together!
…
continue reading
The Daily Gardener is a podcast about Garden History and Literature. The podcast celebrates the garden in an "on this day" format and every episode features a Garden Book. Episodes are released M-F.
…
continue reading
1
Calming Irate Customer Interactions: 5 Proven Techniques
24:46
24:46
나중에 재생
나중에 재생
리스트
좋아요
좋아요
24:46
Send us a Text Message. In this episode of "Advice from a Call Center Geek," we dive into the challenging world of dealing with angry customers. Discover five powerful, actionable techniques that can transform heated interactions into opportunities for building customer loyalty. Perfect for contact center managers and agents alike, this episode cov…
…
continue reading
1
Writing Against Normality, with Samanta Schweblin
1:02:53
1:02:53
나중에 재생
나중에 재생
리스트
좋아요
좋아요
1:02:53
The seven stories in Samanta Schweblin’s Seven Empty Houses are not just about houses—how they contain us, how they constrain us—but are also about the families compressed in them, the objects stored in them, the neighbours that circle them…and the trauma that has soaked into their walls over years past, and that is now seeping slowly out, poisonin…
…
continue reading
1
What Technology does a World Class 2024 Contact Center Have?
24:20
24:20
나중에 재생
나중에 재생
리스트
좋아요
좋아요
24:20
Send us a Text Message. Did you ever ask yourself what the high-end contact centers are doing differently? In this ACGpodcast, we dive deep into the cutting-edge technologies that set elite customer service operations apart from the rest. This is how we are developing our strategic plan for Expivia. From AI-powered chatbots to advanced analytics, w…
…
continue reading
So much has been written about the imminent transformation that Artificial Intelligence will bring to our world. But it is often hard to get much of a sense of what that will mean on a personal level—for our work, for our leisure and, perhaps most importantly of all, for our families. What improvements will result? What new tensions will arise? Wha…
…
continue reading
We recently welcomed Catherine Lacey to the bookshop to discuss her vertiginous latest novel Biography of X. Ostensibly the quest of a journalist, C.M. Lucca, to discover more about the life of her late wife—an artist who went by many names, but who she knew only as X—it quickly becomes clear that, in Biography of X, it’s not just one life being ca…
…
continue reading
Set in small-town, post-crash Ireland, The Bee Sting follows the Barnes family—Dickie, Imelda, Cass and PJ—as the fabric of their lives first frays at the edges, then begins to unravel completely. The Barnes’ are endearing, and complex, and funny, and infuriating… In short, one of the most realistic and memorable portrayals of a family you’ll find …
…
continue reading
1
Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All
29:03
29:03
나중에 재생
나중에 재생
리스트
좋아요
좋아요
29:03
Send us a Text Message. The contact center industry is evolving, and with that evolution, contact centers of all types are starting to learn valuable lessons. In this episode, we'll dive into how the BPO landscape is changing, what these changes mean for customers, and the latest AI tools you should be asking for in your outsourcing RFPs. Don’t let…
…
continue reading
A woman tells her son about his early life. About the months and years that he will by now have forgotten. When he was a baby, then a toddler, and when she was going into battle every day. For him first, and only then for herself. It’s a battle fought on many fronts. Against exhaustion, against time, against the loss of selfhood, against an increas…
…
continue reading
1
Everything We Learned from Starting An AI CX Company - OttoQa
20:20
20:20
나중에 재생
나중에 재생
리스트
좋아요
좋아요
20:20
Send us a Text Message. Join us as we dive into the journey of founding and growing OttoQa, a cutting-edge AI-powered Customer Experience (CX) company. In this episode, we'll share our firsthand experiences, lessons learned, and the challenges we faced in building a fully automated QA platform. Discover the strategies and insights that helped us in…
…
continue reading
1
Rachel Cusk on Art, Violence and Freedom through Destruction
1:00:16
1:00:16
나중에 재생
나중에 재생
리스트
좋아요
좋아요
1:00:16
The biographies of several artists, all named G, form a kind of exoskeleton to Rachel Cusk’s latest novel Parade, encasing the book’s other captivating strands—the story of an unprovoked attack on a Parisian street, the story of a couple on a remote island, the story of a suicide at a museum, the story of the death of a mother. Elements which thems…
…
continue reading
1
When Radical Art meets Obscene Wealth, with Hari Kunzru
56:55
56:55
나중에 재생
나중에 재생
리스트
좋아요
좋아요
56:55
Last week we were joined in the bookshop by Hari Kunzru, whose new novel Blue Ruin is a deeply unsettling, and intensely thought provoking reflection on the impact capital has on people, but also on art, and those who create it. It is the perfect final instalment—alongside White Tears and Red Pill—in Hari Kunzru’s own trois couleurs —a loose trilog…
…
continue reading
1
Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms
25:32
25:32
나중에 재생
나중에 재생
리스트
좋아요
좋아요
25:32
Send us a Text Message. What if you could transform your call center’s efficiency and agent performance overnight? This episode guarantees you’ll walk away with actionable insights on crafting the ultimate QA forms for both voice and chat channels. We’ll guide you on defining the crucial goals for your QA forms, such as enhancing agent performance,…
…
continue reading
Last week we were joined by the wonderful Sheila Heti to celebrate the launch of her Alphabetical Diaries. In taking a decade of her journals, sorting the sentences alphabetically, then paring them down to about a tenth of their original length, Sheila Heti has freed a slice of her life from the shackles of time and in doing so has extracted some o…
…
continue reading
1
BONUS: Celebrating Dylan Thomas with Cerys Matthews…with exclusive live music from Flora Hibberd!
57:26
57:26
나중에 재생
나중에 재생
리스트
좋아요
좋아요
57:26
To celebrate Dylan Thomas Day 2024 we’re delighted to share this recording of our recent event with award-winning songwriter, author and broadcaster Cerys Matthews. The evening also featured live music from Flora Hibberd and her band, including a brand new song composed for this evening. Enjoy! More from Cerys Matthews: Out of Chaos Comes Bliss: ht…
…
continue reading
1
Viet Thanh Nguyen on Memory, Migration and Model Minorities
1:03:03
1:03:03
나중에 재생
나중에 재생
리스트
좋아요
좋아요
1:03:03
A few weeks ago, we welcomed Pulitzer Prizewinner Viet Thanh Nguyen to Shakespeare and Company to discuss his engrossing new work A Man of Two Faces: A Memoir, A History, A Memorial, a book about family, and memory, and storytelling, and history, on all the levels that it impacts upon a life. Buy A Man of Two Faces here: https://www.shakespeareandc…
…
continue reading
1
How You Can QA Contact Center Calls Using ChatGPT (Desktop)
16:07
16:07
나중에 재생
나중에 재생
리스트
좋아요
좋아요
16:07
Send us a Text Message. In this ACG episode, we dive into the transformative impact of AI on customer service QA. Hosted by Tom Laird, the CEO of Expivia Interaction Marketing Group and OttoQa, this session explores how ChatGPT and Claude 3 enhance call analysis and agent performance monitoring. Discover effective system prompting and its role in r…
…
continue reading
1
Exposed: The Unvarnished Truth About AI Deployment in Contact Centers
22:45
22:45
나중에 재생
나중에 재생
리스트
좋아요
좋아요
22:45
Send us a Text Message. Are you overwhelmed by the relentless push to overhaul your contact center with AI? Let's clear the air about the real impact of AI in this industry. My recent talks reveal a surprising fact: many companies are not rushing into AI as believed. In reality, few have a detailed plan or have started implementation. Join me in a …
…
continue reading
1
Will Auto QA Platforms End the Era of Traditional CX Analytics?
19:25
19:25
나중에 재생
나중에 재생
리스트
좋아요
좋아요
19:25
Send us a Text Message. Tune into our latest ACG podcast episode, "Will Auto QA Platforms End the Era of Traditional CX Analytics?" where we dive into the world of customer experience analytics. We’ll explore and compare the tools and techniques behind both Auto QA platforms and traditional analytics methods. This friendly chat is packed with insig…
…
continue reading
1
Ottessa Moshfegh on bringing Eileen to the screen
1:02:16
1:02:16
나중에 재생
나중에 재생
리스트
좋아요
좋아요
1:02:16
A few weeks ago we welcomed Ottessa Moshfegh to Shakespeare and Company. That night we’re headed almost back to where it all began by revisiting Moshfegh’s second book Eileen, the small town noir that propelled this experimental writer into the bestseller charts and onto the Booker shortlist. Eileen has just been adapted into a Hollywood film—direc…
…
continue reading
1
Tips to Disrupt your Service Desk with Technology and Tactics
47:54
47:54
나중에 재생
나중에 재생
리스트
좋아요
좋아요
47:54
Send us a Text Message. Join Tom in this insightful podcast episode recorded at the HDI Philly event held at Princeton University. Delve into groundbreaking strategies and cutting-edge technologies, including AI, to revolutionize your service desk operations. Drawing from his leadership at Expivia, where he expanded the team to over 600 professiona…
…
continue reading
1
Percival Everett on James, his subversive reimagining of Huckleberry Finn
34:56
34:56
나중에 재생
나중에 재생
리스트
좋아요
좋아요
34:56
James—the new novel by Percival Everett—retells, reframes, and reimagines Mark Twain’s The Adventures of Huckleberry Finn from the perspective of Jim, the black man whose flight from slavery quickly entangles with the journey of Huck, on the run after faking his own death to escape his violent father. James gives us the events of Twain’s picaresque…
…
continue reading
1
On Allen Ginsberg: His life, his work and his archives, with Pat Thomas and Peter Hale
40:13
40:13
나중에 재생
나중에 재생
리스트
좋아요
좋아요
40:13
We were joined by countercultural historian Pat Thomas, and Peter Hale, manager of the Ginsberg estate, and discover their new collaboration Material Wealth Mining the Personal Archive of Allen Ginsberg. * A prolific poet, raconteur, activist, and thinker, Allen Ginsberg was also a prolific collector, meticulously saving letters, postcards, draft n…
…
continue reading
1
Bidding adieu to Freeman’s literary journal, with Jakuta Alikavazovic, Deborah Landau, Juan Gabriel Vazquez, and John Freeman
54:16
54:16
나중에 재생
나중에 재생
리스트
좋아요
좋아요
54:16
On this very special January night, editor extraordinaire John Freeman was joined by three of his star contributors, Jakuta Alikavazovic, Juan Gabriel Vasquez and Deborah Landau to bid farewell to his literary journal. Buy Freeman’s Conclusions: https://www.shakespeareandcompany.com/books/freemans-conclusions * Jakuta Alikavazovic (b.1979) is a Fre…
…
continue reading