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

Rob Dwyer

Happitu

Launched AI-driven conversational analytic platform, enhancing agent engagement and operational efficiency.  
Identified and developed strategic partnerships.
Cultivated existing partnerships generating product-led growth and additional product adoption.

VP - Customer Engagement

Launched a new SaaS product leading the GTM strategy and execution.
Conducted product demonstrations and successfully onboarded new partners.

Director of Customer Engagement

Customer Direct

Successfully launched multiple new programs while leading the migration of virtual training platform.
Implemented new streamlined Sup/Agent onboarding process via SharePoint automation.
Selected as Featured Contributor for ICMI.

While still overseeing Training and Quality, also oversaw all marketing and sales functions.
Responsible for developing and delivering all client proposals and contracts.
Streamlined and documented backend processes related to hiring, onboarding, and training.

Designed, Implemented, and Trained all staff on Supervisor Coaching Model to drive performance and culture.
Worked directly with partners and internal operations team, facilitating quality calibrations and identifying/closing agent skill gaps.
Served as operations stakeholder for new SaaS product development and pre-launch GTM strategy.
Developed a variety of custom reports from QA performance to internal training VoC reporting.

Director - Staff Development

Successfully built a training department including staff, systems, processes, and curriculum.
Implemented Learning Management System and Virtual Training Platform, increasing New Hire trainee capacity from 12 agents to 30+ agents, allowing both rapid ramp capabilities for new clients and eliminating recruiting restrictions to the greater St. Louis area resulting in hiring expansion to markets in Kansas, Arkansas, Kentucky, Tennessee, and mid-Missouri.
Provided direct oversight, coaching, and development of Training team and Quality Assurance team.

Manager of Quality and Learning Development 

Convergys

Served as Global leadership and coaching consultant directly supporting 11 lines of business over 6 sites in the Western Hemisphere.  
Served as Global Leadership Training SME, Master Trainer, and Coordinator for 23 sites.  
Led initiative to virtualize two-week leadership training workshop to support the global enterprise.

Leadership Coach & Corporate Trainer

Developed Curriculum for New Hire Training.
Acted as SME for Virtualization Effort of existing training material.
Served as mentor to new trainers in the department.
Achieved over 100% to goal for all four Key Performance Indicators for 2011

Associate Trainer

Led both classroom and virtual training for New Hires and continuing education.
Achieved highest score ever for Arnold Site Trainer during client Trainer Certification (July 2011).

Program Ready Trainer

Averaged over 100% to goal for all Key Performance Indicators for 2010 as retention agent for US wireless telecom provider.

Tele-Commute Agent

VP - Customer Engagement at Happitu 🔹 Podcaster 🔹 Coach 🔹 Facilitator of Learning 🔹 Wielder of Curiosity

As a seasoned VP of customer engagement, I specialize in empowering small and medium businesses with AI-driven conversational analytics and outsourced contact center solutions. With over a decade of experience in customer experience (CX) and customer success, I bring a deep understanding of how to unlock valuable customer insights and drive engagement.

My expertise lies in:

- Customer Success Management: Leading initiatives to enhance customer satisfaction, loyalty, and retention.
- AI & Machine Learning: Implementing cutting-edge AI solutions to streamline customer interactions and gather actionable insights.
- Conversational Analytics: Leveraging advanced analytics to understand and optimize customer journeys.
- Contact Center Operations: Enhancing the efficiency and effectiveness of call center teams through innovative strategies and technology.
- Customer Support Excellence: Building robust support systems that ensure a seamless and positive customer experience.
- Training & Leadership Development: Mentoring and developing high-performing teams to deliver exceptional customer service.

In addition to my roles at Happitu and Customer Direct, I host the "Next in Queue" podcast, where I interview global experts in Customer Experience, Contact Center Management, Customer Support, Customer Success, Training, Leadership, and Technology. Each episode provides valuable lessons and insights from industry leaders, from CEOs to frontline staff.

Connect with me to explore how we can drive customer success and engagement in your organization. Follow my #StarWarsLessons series for unique business insights inspired by Star Wars characters.

taplio

The Battle

Thomas Laird

Rob Dwyer

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