Best Thomas Laird Podcasts (2024)

1
Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All 29:00

4d ago29:00

29:00

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…

1
Claire Kilroy on Parenting under the Patriarchy 54:57

9d ago54:57

54:57

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…

1
Everything We Learned from Starting An AI CX Company - OttoQa 20:16

21d ago20:16

20:16

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…

1
Rachel Cusk on Art, Violence and Freedom through Destruction 1:00:16

23d ago1:00:16

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…

1
When Radical Art meets Obscene Wealth, with Hari Kunzru 56:55

1M ago56:55

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…

1
Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms 25:28

1M ago25:28

25:28

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,…

1
Sheila Heti on Alphabetical Diaries 50:07

2M ago50:07

50:07

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…

1
BONUS: Celebrating Dylan Thomas with Cerys Matthews…with exclusive live music from Flora Hibberd! 57:26

2M ago57:26

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…

1
Viet Thanh Nguyen on Memory, Migration and Model Minorities 1:03:03

2M ago1:03:03

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…

1
How You Can QA Contact Center Calls Using ChatGPT (Desktop) 16:04

2M ago16:04

16:04

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…

1
Exposed: The Unvarnished Truth About AI Deployment in Contact Centers 22:41

2M ago22:41

22:41

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 …

1
Will Auto QA Platforms End the Era of Traditional CX Analytics? 19:22

3M ago19:22

19:22

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…

1
Ottessa Moshfegh on bringing Eileen to the screen 1:02:16

3M ago1:02:16

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…

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

3M ago47:50

47:50

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…

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

3M 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

4M 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

4M 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

4M 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

5M ago32:03

32:03

Send us a Text Message. 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 …

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

5M 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

5M ago46:40

46:40

Send us a Text Message. 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,…

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

5M ago29:33

29:33

Send us a Text Message. 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 lik…

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

5M 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

6M 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…

Podcasts Worth a Listen

Thomas Laird Podcasts

Podcasts Worth a Listen

1
Advice from a Call Center Geek!

Thomas Laird

1
The Shakespeare and Company Interview

Shakespeare and Company

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

Lauren Fleshman & Jesse Thomas

1
The Daily Gardener

Jennifer Ebeling

1
Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All 29:00

1
Claire Kilroy on Parenting under the Patriarchy 54:57

1
Everything We Learned from Starting An AI CX Company - OttoQa 20:16

1
Rachel Cusk on Art, Violence and Freedom through Destruction 1:00:16

1
When Radical Art meets Obscene Wealth, with Hari Kunzru 56:55

1
Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms 25:28

1
Sheila Heti on Alphabetical Diaries 50:07

1
BONUS: Celebrating Dylan Thomas with Cerys Matthews…with exclusive live music from Flora Hibberd! 57:26

1
Viet Thanh Nguyen on Memory, Migration and Model Minorities 1:03:03

1
How You Can QA Contact Center Calls Using ChatGPT (Desktop) 16:04

1
Exposed: The Unvarnished Truth About AI Deployment in Contact Centers 22:41

1
Will Auto QA Platforms End the Era of Traditional CX Analytics? 19:22

1
Ottessa Moshfegh on bringing Eileen to the screen 1:02:16

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

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