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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

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise