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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20 Contact Centre Objectives

20 Contact Centre Objectives

5 Contact Centre Improvement Strategies

5 Contact Centre Improvement Strategies

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

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

What Does a Good Customer Service Manager Look Like?

What Does a Good Customer Service Manager Look Like?

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

Podcast – Contact Centre Excellence: How to Stand…

Recorded Webinar: New Thinking on Improving Quality

Recorded Webinar: New Thinking on Improving Quality

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?