Expivia Interaction Marketing Group Inc.

Thomas Laird serves as the CEO of the distinguished USA contact center outsourcing company, Expivia Interaction Marketing Group. An industry trailblazer, he is the creator/host of the popular podcast "Advice from a Call Center Geek" and author of the companion book, "Advice from a Call Center Geek 3.0". His notable contributions to the industry have earned him recognition as a Top 25 CX and Contact Center thought leader by ICMI.

Under his leadership since 2011, Expivia has flourished from a modest team of four to a dynamic workforce of over 600 dedicated professionals. The company's remarkable growth trajectory was acknowledged when it received the 2016 Erie PA Startup of the Year award.

Expivia's approach seamlessly melds the capabilities of a quality-focused contact center with a forward-thinking software company. By leveraging state-of-the-art technology such as Speech Analytics, AI, WFO, API Integrations, and Advanced Routing Techniques, and combining it with tried-and-true education and employee engagement strategies, Expivia has established itself as a benchmark in contact center outsourcing.

In addition to his role at Expivia, Thomas has the privilege of serving on the NICE CXone Executive Advisory Board and the NICE Cxone Omni-channel Board. These selective panels consist of NICE CXone customers who provide crucial insights to guide the development of new products, features, and future innovations.

Before founding Expivia, Thomas led the contact center operations for a large BPO specializing in financial services. This experience provided him the opportunity to manage numerous service and sales programs for the majority of the top 15 largest financial institutions in the USA.

As a further testament to his expertise, Thomas's book on call center operations, "Advice from a Call Center Geek 3.0", is available on Amazon. His podcast of the same name consistently draws a large audience, recently surpassing 175,000 total downloads. 

www.expiviausa.com.

Author of two call center operations and strategy books published on Amazon and available in digital and paperback.

https://www.amazon.com/dp/B07WT6KHBH

Author of "Advice from a Call Center Geek! and "Advice from a Call Center Geek 3.0!"

OttoQa

Leading the transformative journey at OttoQA, where we are integrating cutting-edge AI solutions like ChatGPT to revolutionize quality assurance for contact centers. Our mission is to elevate the QA process for contact centers, steering them away from traditional spreadsheets towards more intelligent and adaptive solutions. With a deep belief in the power of artificial intelligence, we're building a community of forward-thinkers, innovators, and industry disruptors. As we prepare for our pre-launch, I am committed to driving excellence, embracing innovation, and positioning OttoQA as a beacon of the next-gen QA landscape!

Chief Executive Officer

Expivia Digital

Expivia Digital (ExD) is a technology spin-out of Expivia Interaction Marketing and will be one of the first high-end, full-service, outsourced customer service providers for NFT (Non-Fungible Token) and Web3 project development companies. 

ExD is creating an enhanced customer service and support system for these digital currency production companies to enhance their customer’s success and increase the value of the NFT’s being minted.

Advice from a Call Center Geek Podcast

"Advice from a Call Center Geek" is the #1 weekly podcast in the contact center industry, focusing on providing actionable insights to help supervisors, managers, and executives operate their contact centers at optimal levels. 

This podcast highlights technology, training, operations, and industry trends, offering perspectives from industry leaders on the current state and future direction of the industry.

The podcast is hosted by Tom Laird, the founder and CEO of the award-winning Expivia Interaction Marketing Group, and an ICMI Top 25 Contact Center thought leader. With 25 years of experience across all facets of contact center operations, Tom shares the highlights of his experience to change how call centers are run. His past expertise has enabled him to run many service and sales programs for most of the top 15 largest financial institutions in the USA.

As the top-rated podcast in the call center space, we currently have around 4,000-5,000 downloads per month and are closing in on a total of 170,000 downloads. Our listenership is highly targeted toward contact center managers and C-level executives.

Listen to the podcast on your favorite platform or on the online home of ACG here:
expiviausa.com/podcasts

Creator and Host

ICMI

Named one of the Top 25 most influential thought leaders in the contact center and CX space for 2022.

ICMI Top 25 Contact Center and CX Thought Leader 2022

Telatron Marketing Group, Inc.

I was in charge of the P&L and operations of a 700 seat BPO Call Center with a focus in the financial services industry.

Head of Call Center Operations

As a Production Supervisors I was in charge of a team of between 16 to 20 representatives.    I was to make sure that each individual team member met and exceeded their individual goals for specific programs. 

Responsibilities included: 
• Daily team and individual attendance 
• Making sure each team member met or exceed their individual daily goals 
• Motivating and leading the representatives 
• Providing weekly agent analysis reports to the AM Production Coordinator

Production Supervisor

Join our Linkedin Group  (Call Center Tips and Tactics): https://www.linkedin.com/groups/9041993/ 

Hi There!

I am the founder and CEO of the award-winning Expivia Interaction Marketing Group. Expivia is a USA BPO omnichannel contact center located in Pennsylvania. I have 25 years of experience in all facets of contact center operations.  

Expivia is a bridge between a high-quality contact center and a high-tech software company.  We have integrated the latest technology (Speech Analytics, AI, WFO, Chatbots, API Integrations, Advanced Routing Techniques) with time-tested education and employee engagement tactics to create what we believe is the new standard in call center outsourcing.

I have the honor of being a member of the NICE inContact ICVC Board. The iCVC is a select group of inContact customers selected to join as trusted advisors to help InContact validate ideas for new products and features and plans for future innovations.

Prior to starting Expivia, I was the head of call center operations for a large BPO that specialized in financial services.  Having this past know-how has given me the honor of running many services and sales programs for most of the top 15 largest financial institutions in the USA.

I am also the author of the call center operations book "Advice from a Call Center Geek" which can be found on Amazon.  I also host a weekly podcast by the same name (Advice from a Call center Geek) and it can be found on iTunes, Spotify, Sticher, Google Play or here:
https://expiviausa.com/call-center-geek-podcast/

For more info on Advice from a Call Center Geek:
Text me: 814.247.0366
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Linkedin Group: https://www.linkedin.com/groups/9041993/ (Call Center Tips and Tactics)
Watch us: https://www.youtube.com/channel/UCuIMsfiynnK02IKwPZZmxmg

Thomas Laird

Global Market Estimates Research & Consultants

Senior Digital Marketing Manager  - Global Key Accounts

Digital Marketing Manager

Envision Intelligence

Launched an SEO campaign that targeted long tail keywords that generated 10,000 monthly visitors and 100 customers each month.
Owned all email planning and execution of email marketing campaigns resulting in attributable revenue of $40,000
Optimized email copy and email sequences through A/B testing to improve the average open rate from 7 % to 20%
Through the email marketing generated hundreds of leads each month
Increased thousands of organic traffic to the site by publishing the high quality content
Generated 100 leads each month through the linkedin marketing.
Worked closely with the sales team to understand their lead requirements.
Built 1Million Contacts for email marketing through linkedin.
Help manage and train new hires on SEO best practices, lead generation process.
Taking care of the Entire team

Marketing Manager

Market Data Forecast

Review and analyze company sites for areas that need to improved, deleted, or revised.
Promoting Market Research Reports,
Prepare detailed strategy reports,
Improve a company's organic search results,
Write effective headlines, body copy, and websites,
Ensure websites are filled with optimal keywords,
Place keywords appropriately in copy to gain most search engine traffic,
Write effective call-to-action statements,
Assigning works to juniors,
Lead Generation(B2B),
Link Building,
Preparing traffic, keyword ranking reports, Leads Reports and monthly analytics reports.

Team Lead

Sr.Analyst - Web Marketing

IndustryARC

Projects Handling: -
http://www.industryarc.com      - Market Research, Consultancy, Data Analysis

SEO RESPONSIBILITIES

Review and analyze company sites for areas that need to improved, deleted, or revised.
Promoting Market Research Reports,
Prepare detailed strategy reports,
Improve a company's organic search results,
Write effective headlines, body copy, and websites,
Ensure websites are filled with optimal keywords,
Place keywords appropriately in copy to gain most search engine traffic,
Write effective call-to-action statements,
Assigning works to juniors,
Lead Generation(B2B),
Link Building,
Preparing traffic, keyword ranking reports, Leads Reports.

SOCIAL MEDIA RESPONSIBITLIES

Planning and Implementing Social Media Strategy
Set Up and Optimize Company Pages within Each Platform
Manages Social Media Accounts
Increase Brand Awareness,
Engages In Dialogue and Monitors Customer Issues
Monitors Trends and Encourages Adoption of Social Media Tools
Track And Monitor The Effectiveness And Success Of Online Initiatives
Competitor Research
Interacting with the Social Media Users
Generating Traffic
Generating Leads


SOCIAL MEDIA TOOLS USED

Canva,
HootSuite,
Keyhole,
Topsy,
TweetReach,
TwitterSearch

Team Lead - Web Marketing

Go5 professional services pvt ltd

Projects Handling:-
1.	http://www.morevisas.com/      -  Visa Consultants
2.	http://www.jobsog.com               -  Overseas Job Consultants

My Roles & Responsibilities

Client Interaction
Review and analyze client sites for areas that need to improved, deleted, or revised.
Prepare detailed strategy reports.
Improve a company's organic search results.
Write effective headlines, body copy, and websites.
Ensure websites are filled with optimal keywords.
Place keywords appropriately in copy to gain most search engine traffic.
Write effective call-to-action statements.
Strategize ways to improve and track site performance.
Compile and present SEO performance reports.
Consult with independent web designers to improve the navigation of a site to enhance its search engine ranking.
Utilize basic programming and web design skills to enhance SEO.
Perform keyword research in coordination with client business.
Solving Webmaster tools issues.
Reporting to client.
Meeting with clients and taking requirements.
Preparing Monthly SEO Activities Report & Reporting to client.
Providing monthly or based on requirements weekly Google Analytics Report to Clients.
Raising Content Requirements,
Assigning work to team members
Link Building.
Generation leads and reporting to clients
Communication to team and management on project development, timelines, and results
Work closely with the other team members to meet client goals
Communicating with Graphic designers for getting perfect design.

Sr.Analyst Digital Marketing

AXIS Clinicals Ltd

Projects Handled: -
1.	http://www.axisclinicals.com
2.	http://www.stepscro.com

My Responsibility: -

Planning SEO strategies, implement and Monitoring Results
Perform website analysis, keyword research, and link building
Perform competitor Analysis
Based on analysis, continually improve and modify strategies to optimize effectiveness
Prepare analytics Report and Present to management
implementing Meta Tags and Description
Face book postings, designing on Photoshop.

SEO Executive

Expedient Infomedia

My Responsibilities

 	Finding Keyword CPC
 	Collecting Competitor Back links for requesting our link inclusion
 	Sending Link suggestion through E-mail to niche websites,
 	Worked on blog commenting, social bookmarking, directory and Article Submission.
 	Submitting info Graphic designs.


Projects Handled:-

1.	http://www.newbornbabyzone.com
2.	http://www.thepregnancyzone.com
3.	http://www.homeinteriorszone.com
4.	http://www.skincarebeautyzone.com
5.	http://www.thetravelerszone.com
6.	http://www.thenewecologist.com
7.	http://www.fitnesshealthzone.com

FinInfocom Pvt. Ltd.

My Responsibilities: -
 	Implementing of page Strategies like
 	Directory Submission,
 	Social Bookmarking,
 	Blog commenting, Article Submission, Press release submission

Projects Handled: -
1.	http://www.fininfocom.com 
2.	http://www.puresrilanka.com
3.	http://www.ictquotes.com.au					
4.	http://www.hotelsangel.com					
5.	http://www.directtraveller.com					
6.	http://www.northerncyprushotels.org
7.	http://www.salesimpel.com

Myself Thirupathi Borlakunta, I'm a marketing professional with more than 7 years of experience in Market Research industry

I am a quick learner and smart worker. I am very passionate about my work. I like to take challenges and always try to find new ways to do things.

I am also a LinkedIn Mentor, Trainer, Coach, Consultant and Marketing Expert. I help people in using LinkedIn effectively for their Business, Job Search or Personal Branding, And I also help companies Gain Actional Insights across high growth markets

If you are looking for help in enhancing your LinkedIn profile or utilizing the platform for marketing purposes, feel free to contact me.

#linkedin mentor #linkedin trainer #linkedin coaching #linkedin consultant #linkedin marketing

taplio

The Battle

Thomas Laird

THIRUPATHI BORLAKUNTA

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