Best Thomas Laird Podcasts (2024)

1
Tips to Disrupt your Service Desk with Technology and Tactics 47:50

3d ago47:50

47:50

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 professionals, and his innovative w…

1
Percival Everett on James, his subversive reimagining of Huckleberry Finn 34:56

8d ago34:56

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…

1
On Allen Ginsberg: His life, his work and his archives, with Pat Thomas and Peter Hale 40:13

22d ago40:13

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…

1
Bidding adieu to Freeman’s literary journal, with Jakuta Alikavazovic, Deborah Landau, Juan Gabriel Vazquez, and John Freeman 54:16

1M ago54:16

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…

1
On Friendship, with Hollie McNish and Michael Pedersen 57:08

2M ago57:08

57:08

In early February, we hosted a riotous, tender, enchanting and uplifting evening of poetry and prose with the irrepressible Hollie McNish and Michael Pedersen. After their readings they sat down with Adam Biles for a chat about friendship, a theme that unites their work. Buy Hollie McNish’s Lobster here: https://www.shakespeareandcompany.com/books/…

1
Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies 32:03

2M ago32:03

32:03

Dive into the transformative journey of OttoQa, where we've uncovered the profound impact of prompts in elevating customer experience (CX) quality assurance (QA) processes. This podcast (taken from a Linkedin Live Event) brings the insights and methodologies from our extensive experience directly to you, focusing on the art and science of crafting …

1
Love in the Time of Creative-Writing Classes, with Brandon Taylor 51:11

2M ago51:11

51:11

Our guest this week is Brandon Taylor, whose new book The Late Americans is a stark retooling of the campus novel for the 21st century. Taking a university town in Iowa as his canvas, Taylor depicts the lives of a loose group of friends and associates: Seamus, Fyodor, Ivan, Noah and Fatima—students of writing and dance—as time barrels them towards …

1
Creating an AI Roadmap for Your Contact Center from the Ground Up! 46:40

2M ago46:40

46:40

This podcast is based on the presentation I delivered in Miami at the "CX Under the Sun Event" to more than 100 CX professionals who are just beginning their journey with CX AI transformation. During the presentation, I share my views on what is considered "real" regarding AI in the current market, what to be cautious about, and how to initiate AI …

1
2024 CX, AI, and Contact Center Predictions 29:33

3M ago29:33

29:33

As we step into 2024, the realms of Customer Experience (CX), Artificial Intelligence (AI), and contact centers are poised at the brink of transformative change. Let's explore the exciting, realistic predictions that are shaping the future of these industries. These are part prediction and part wish list for what I would like 2024 to become. If you…

1
Annabelle Hirsch, A History of Women in 101 Objects 52:30

3M ago52:30

52:30

Last week, we were joined in the bookshop by Annabelle Hirsch whose new book A History of Women in 101 Objects not only gives us an untold and innovative history of the world— a history takes us from the dawn of civilisation to the present day, through ancient Egypt, medieval Venice, revolutionary France and the roaring twenties—but also launches a…

1
☕Proust Questionnaire: Holly McNish & Michael Pedersen☕ 1:23:37

3M ago1:23:37

1:23:37

In advance of their event at Shakespeare and Company this February 8th, poets Hollie McNish and Michael Pedersen answer our café’s Proust Questionnaire. Be warned, this gets saucy quickly… Find out more about their event here: https://www.shakespeareandcompany.com/events/hollie-mcnish-michael-pedersen * Hollie McNish is an award-winning poet, write…

1
BLOOMCAST | HOLIDAY SPECIAL | THE DEAD 1:40:37

3M ago1:40:37

1:40:37

Our Bloomcasters reconvene on January 6th, “Joycension Day”, to discuss The Dead : the final piece in Joyce’s Dubliners, described by T. S. Eliot as "one of the greatest short stories ever written". Leaning heavily as always on the wisdom of honorary Bloomcasters Declan Kiberd and Colm Toibin, they cover orchestrated dinner parties, ego death, the …

1
😱On Witold Gombrowicz’s The Possessed, with Antonia Lloyd-Jones and Adam Thirlwell😱 1:05:28

4M ago1:05:28

1:05:28

This episode we’re discussing The Possessed, the great, almost-lost novel by Witold Gombrowicz, arguably Poland’s greatest modernist writer. The Possessed is a Gothic-infused romp set in the roaring twenties, centred around an uncanny love story between Maja, an upper class tennis player, and her coach Leszczuk, but also featuring a haunted castle,…

1
Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers 16:19

4M ago16:19

16:19

Join me, Tom Laird, and John Coulter from Five Star Call Centers, as we journey into a conversation on "Advice from a Call Center Geek." 🔍 Key Highlights: 𝟮𝟬𝟮𝟰/𝟮𝟬𝟮𝟱 𝗢𝘂𝘁𝗹𝗼𝗼𝗸: What does the horizon look like for contact centers in the next two years? We're discussing trends, challenges, and opportunities that await! 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆 & 𝗥𝗢𝗜: Which technologi…

1
👭🏼Naomi Klein on Doppelgangers, Conspiracy Theories, and the Shadowlands we all inhabit…👭🏼 1:05:10

4M ago1:05:10

1:05:10

This week, Adam is joined by Naomi Klein, whose new book, Doppelganger is somehow both the most personal and the most all-encompassing of her works to date. Beginning with the highly destabilising, but very intimate experience of repeatedly being mistaken for someone else—someone whose beliefs are, in most respects, fundamentally different to Klein…

1
AI Tools in CX: The Truth about ROI 23:15

4M ago23:15

23:15

This podcast episode of "Advice from a Call Center Geek", titled "AI Tools in CX: The Truth about ROI," delves into the practical aspects and return on investment (ROI) of AI technologies in the context of contact centers. It critically examines various AI tools like large language model chatbots, analytics, agent assist, and auto quality assurance…

1
Navigating the Technology Maze for Small Contact Centers: A Practical Guide 24:59

4M ago24:59

24:59

Welcome back to "Advice from a Call Center Geek," the podcast dedicated to enhancing your contact center operations! In today's episode, we dive into the often confusing world of technology for small contact centers. With the holiday season approaching and AI becoming a buzzword, we aim to clarify and simplify your tech choices. Key Points Discusse…

1
Claire-Louise Bennett on Nightflowers, her immersive installation at Museum of Literature Ireland 56:17

5M ago56:17

56:17

This week Adam is joined by Claire-Louise Bennett for a wide-ranging conversation, orbiting around Nightflowers, her immersive installation at Museum of Literature Ireland. They discuss writing, thought processes, class, Huysmans, Ann Quin, the imagination, home, the poetics of space . . . and much, much more. Find out more about Nightflowers here:…

1
🥘On Eating through the Endtimes, with C Pam Zhang🥘 45:09

5M ago45:09

45:09

Set in a near future in which a mysterious smog has enveloped the world, devastating crops and biodiversity, the narrator of Land of Milk and Honeytakes a job as a chef at an isolated mountain colony, run by a wealthy entrepreneur and his daughter, a visionary scientist. However, what she first takes to be little more than a decadent end-times holi…

1
Contact Center Management, Hiring, Ratios and More- Effective Contact Center Management 20:40

5M ago20:40

20:40

In this episode of "Advice from a Call Center Geek," we jump into expert tips for setting up a successful contact center, drawing from our experiences at Expivia. Learn about optimal team structures, effective management ratios, and strategies that foster efficiency and customer satisfaction. This episode is a treasure trove for anyone looking to e…

1
Best CcaaS Providers 2023-2024! 23:10

5M ago23:10

23:10

In this episode of "Advice from a Call Center Geek," we dive into a topic that's known for stirring up plenty of debates and strong feelings: CcaaS platforms. I'm eager to offer my perspective on what's happening in the world of these providers right now. We'll explore the various aspects that make this topic so controversial and why opinions vary …

1
The AI Transformation: A New Era for Business Process Outsourcing 36:27

6M ago36:27

36:27

Imagine navigating the rapid changes in the Business Process Outsourcing (BPO) industry with the help of Artificial Intelligence (AI). How do BPOs need to adapt and evolve to stay competitive in this AI-driven landscape? That's what we're discussing in this enlightening episode, drawing insights from a seminar at the Google campus and exploring the…

1
🐕On Life, Art and the Line Between the Two, with Jo Ann Beard🐕 45:58

6M ago45:58

45:58

Jo Ann Beard’s essays are surprising, insightful, thoughtful, and contains something new in each and every sentence. Recently published in the UK as The Collected Works of Jo Ann Beard they combine the stylistic flair and pace of fiction, with the ineffable weight of the factual, creating in the reader a rare and profound sense of empathy. 'Too goo…

1
Linkedin AMA Episode: Implementing AI into Your Contact Center Wisely- What To Do First 47:31

6M ago47:31

47:31

This episode is less theory and more "What you need to do!" This audio recording is from the LinkedIn Audio Event we hosted on Friday, November 3, 2023. It's an in-depth discussion that covers all the preliminary steps you should consider before embarking on your journey into Artificial Intelligence. We also explore the various tools that can signi…

Podcasts Worth a Listen

Thomas Laird Podcasts

Podcasts Worth a Listen

51
Advice from a Call Center Geek!

Thomas Laird

1
The Shakespeare and Company Interview

Shakespeare and Company

1
The Mod Pod

Thomas Laird

1
Work, Play, Love with Lauren Fleshman and Jesse Thomas

Lauren Fleshman & Jesse Thomas

1
The Daily Gardener

Jennifer Ebeling

1
Tips to Disrupt your Service Desk with Technology and Tactics 47:50

1
Percival Everett on James, his subversive reimagining of Huckleberry Finn 34:56

1
On Allen Ginsberg: His life, his work and his archives, with Pat Thomas and Peter Hale 40:13

1
Bidding adieu to Freeman’s literary journal, with Jakuta Alikavazovic, Deborah Landau, Juan Gabriel Vazquez, and John Freeman 54:16

1
On Friendship, with Hollie McNish and Michael Pedersen 57:08

1
Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies 32:03

1
Love in the Time of Creative-Writing Classes, with Brandon Taylor 51:11

1
Creating an AI Roadmap for Your Contact Center from the Ground Up! 46:40

1
2024 CX, AI, and Contact Center Predictions 29:33

1
Annabelle Hirsch, A History of Women in 101 Objects 52:30

1
☕Proust Questionnaire: Holly McNish & Michael Pedersen☕ 1:23:37

1
BLOOMCAST | HOLIDAY SPECIAL | THE DEAD 1:40:37

1
😱On Witold Gombrowicz’s The Possessed, with Antonia Lloyd-Jones and Adam Thirlwell😱 1:05:28

1
Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers 16:19

1
👭🏼Naomi Klein on Doppelgangers, Conspiracy Theories, and the Shadowlands we all inhabit…👭🏼 1:05:10

1
AI Tools in CX: The Truth about ROI 23:15

1
Navigating the Technology Maze for Small Contact Centers: A Practical Guide 24:59

1
Claire-Louise Bennett on Nightflowers, her immersive installation at Museum of Literature Ireland 56:17

1
🥘On Eating through the Endtimes, with C Pam Zhang🥘 45:09

1
Contact Center Management, Hiring, Ratios and More- Effective Contact Center Management 20:40

1
Best CcaaS Providers 2023-2024! 23:10

1
The AI Transformation: A New Era for Business Process Outsourcing 36:27

1
🐕On Life, Art and the Line Between the Two, with Jo Ann Beard🐕 45:58

1
Linkedin AMA Episode: Implementing AI into Your Contact Center Wisely- What To Do First 47:31

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