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

TrueNorth Advisory Group

Serve as the Founder and lead consultant providing expert advisory services in contact center optimization, BPO strategy, and operational efficiency improvements for clients across a variety of industries. 
* Lead a successful RFI/RFP process for a state-wide utility contact center, overseeing the integration of IVR and CRM solutions to enhance customer engagement and service delivery
* Partner with a major vacation rental organization to reengineer their BPO footprint, delivering a 30% reduction in operational costs while improving SLA attainment and customer experience
* Drive operational and productivity gains for a SaaS client, implementing new processes and technologies that result in a 40% improvement in SLA attainment and a 20% boost in productivity

Principal Consultant

LaunchPad Home Group

Oversee and lead client care and customer operations across multiple acquisitions, with direct oversight of contact center strategy, technology implementation, and customer satisfaction initiatives.
* Direct the design and execution of a new contact center platform, resulting in substantial reductions in operational costs and measurable improvements in customer satisfaction and service efficiency
* Form and led a data-driven business analyst team to generate actionable insights that enhanced customer satisfaction metrics and operational performance
* Spearhead the development of a centralization strategy post-acquisition, streamlining operations and fostering consistent service delivery across multiple regions and business units
* Partner with marketing and sales teams to establish inside sales operations in key regions, contributing to enhanced market capture and customer engagement

Director, Customer Care

Hotel Engine

Architected the overarching strategy for BPO operations, ensuring the seamless execution of business objectives while improving service levels and operational efficiency.
* Reengineered BPO partnerships, achieving full KPI compliance within 30 days of initiating a new operational strategy and elevating service-level performance across all partners
* Designed and executed a strategic consolidation of multiple BPO providers into one, reducing complexity and operational costs without sacrificing service quality or customer experience
* Developed and implemented a robust business continuity plan to ensure operational stability during high-growth phases, safeguarding customer satisfaction and supporting scalability
* Worked closely with C-suite leadership to align BPO strategies with broader company goals, driving cost efficiencies and improving overall service delivery

Head of BPO Operations

Darwin Homes - Property Management

Spearheaded the customer support infrastructure for a fast-growing property management startup, focusing on creating scalable processes and shifting frontline support functions to a global outsourced model.
* Led the development and implementation of a comprehensive BPO model for frontline support, significantly reducing labor costs while optimizing resource allocation and customer service quality
* Established international support operations in Jamaica and the Philippines and drove operational scalability through the adoption of UJet as the CCaaS, improving customer communications and service delivery

Vice President, Customer Support

Amherst Holdings

Managed a $7 million budget for customer service operations across four countries, enhancing the resident experience through innovative technology and process improvements.
* Transitioned customer service to a 24/7 outsourced model, expanding operations across El Salvador, Belize, Costa Rica, and India, enabling the company to scale while maintaining service quality
* Sponsored and led the integration of the Five9 platform and Community Cloud as part of a $1.5M technology investment to enhance resident engagement and streamline support processes.
* Developed the Voice of the Customer (VoC) program, using data-driven insights to continually refine service delivery and close gaps in the customer journey

TurnKey Vacation Rentals

Oversaw a $4M operating budget and led a team of 60 agents responsible for guest experience across 50 U.S. markets, achieving consistent growth and high satisfaction rates, demonstrated by a consistent Net Promoter Score (NPS) of 50.
* Expanded operations into 10 new markets annually and established BPO operations to manage increasing call volume, ensuring consistent service delivery and operational performance across all markets
* Successfully implemented the Five9 platform, improving communication and reducing friction between agents and guests, resulting in higher satisfaction ratings

The Honest Company

Led a team of 70 agents in the Austin-based customer service center, overseeing a $3.5M budget and improving service delivery for a subscription-based product model.
* Transitioned telephony to the Five9 platform, enhancing operational continuity and customer service, and established performance metrics that stabilized service levels and improved efficiency
* Partnered with a BPO provider to address staffing deficiencies, stabilize service levels, and create a solid disaster recovery plan for the e-commerce customer service model

Grande Communications Networks LLC

Directed customer care operations for a cable company servicing 160,000 customers in retail, commercial, and residential sectors. Managed a $7.5 million operating budget and oversaw a team of 120 customer care, inside sales, and account retention representatives.
* Managed projects to improve overall customer experience and established a strong quality program focused on consistent performance, improved sales and retention, and operational excellence
* Engaged a third-party quality team to establish a customer-centric baseline of quality and managed the outsource partnership to create business continuity and benchmarks for overall performance
* Led Inside Sales and Retention teams to exceed performance goals each year and introduced a performance-based compensation plan to drive sales of high-margin products and services

Convergys

Directed all aspects of call center operations for a 622 seat, multi-client site serving DIRECTV, AT&T Mobility, EyeMed, and OnStar. Accountable for all operational and financial metrics, including full administration of a $45 million annual P&L.
*	Managed direct client relationships with a focus on consistency and performance to deliver best-in-class customer support
*	Successfully turning around multiple underperforming call centers and improved performance through the development and management of critical performance metrics to regain profitability
*	Built and managed high-performance cross-functional teams across multiple sites

Director, Operations

Reported to the Director of Operations and led a team of 13 Operations Managers. Drove customer support initiatives for a portfolio of Tier 1 accounts, including DIRECTV, United Health Group, The Home Depot, and Pfizer.
*	Supported organizational growth from 200 employees to 1200 employees through hiring, onboarding, training, and mentoring call center managers and associates
*	Served as the operational point of contact for clients and partnered with internal teams to identify and execute on continuous process improvements
*	Led succession planning and professional development to drive performance, engagement, and employee retention

Senior Manager, Operations

📞 Contact Center Leader | 💡 Technology Enthusiast | 🤝 Team Builder | 🌟 Customer Experience Advocate | 🌐 BPO Expert

Howdy, I’m Devin.

I help companies modernize their contact center operations, build strong teams, and use technology to create seamless customer experiences.

With 20+ years in global support operations, I’ve led teams through scaling challenges, implemented AI and cloud-based solutions, and driven efficiency without losing sight of what matters; customer experience and business results.

💡What I Do:
Lead and scale multichannel contact center operations.
Implement smart technology (AI, CRM, IVR) to simplify workflows and improve efficiency.
Align customer service strategies with business goals.
Build teams that are accountable, innovative, and results-driven.

🌟 Who I Am:
I cut through the complexity of customer operations to solve problems, reduce costs, and improve satisfaction. Whether it's fixing broken processes, streamlining budgets, or deploying the right technology, I focus on solutions that drive measurable results. If something isn't working, whether it's inefficient workflows, high costs, or poor customer experience, I find the gaps and close them

🙌 Fun Facts About Me:
I’m an armchair athlete, married into the Texas A&M family, and a proud girl-dad.
I bring comedic relief to most situations.
I can enjoy poutine on July 1st, hot dogs on July 4th, and argue about the proper way to say "about" year-round

If you’re looking for someone to help optimize your contact center, improve team performance, or integrate smarter technology, let’s talk.

Let’s make your customer operations work better today and tomorrow!

taplio

The Battle

Thomas Laird

Devin Finlay

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