Thomas Laird Archives - Call Centre Helper

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Thomas Laird

Thomas Laird – CEO at Expivia Interaction Marketing Group Inc.

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What Does a Good Customer Service Manager Look Like?

What Does a Good Customer Service Manager Look Like?

Recorded Webinar: New Thinking on Improving Quality

Recorded Webinar: New Thinking on Improving Quality

Podcast – Contact Centre Excellence: How to Stand Out From the Crowd

Podcast – Contact Centre Excellence: How to Stand…

The Contact Centre Podcast: Catch-up with Every Episode So Far!

The Contact Centre Podcast: Catch-up with Every Episode…

5 Contact Centre Improvement Strategies

5 Contact Centre Improvement Strategies

20 Contact Centre Objectives

20 Contact Centre Objectives

Key Questions to Help You Decide What to Automate

How Can Resource Planners Help Reduce Frontline Stress?

10 Steps to a Better CX Ambassador Programme

MiaRec and Alianza Announce New Integration

Zoom Cares Announces $2.75m AI Grant Funding

Webinar Replay: Are You Wasting Your CX Data’s Potential?

CX Landscape Report 2026

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

MaxContact Partner Community Event

Customers Still Want Email: Why AI Email Triage Beats Channel Deflection

How AI-Driven AHT Spikes Are Changing Workforce Management

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?