Expivia Interaction Marketing Group Inc.

Thomas Laird serves as the CEO of the distinguished USA contact center outsourcing company, Expivia Interaction Marketing Group. An industry trailblazer, he is the creator/host of the popular podcast "Advice from a Call Center Geek" and author of the companion book, "Advice from a Call Center Geek 3.0". His notable contributions to the industry have earned him recognition as a Top 25 CX and Contact Center thought leader by ICMI.

Under his leadership since 2011, Expivia has flourished from a modest team of four to a dynamic workforce of over 600 dedicated professionals. The company's remarkable growth trajectory was acknowledged when it received the 2016 Erie PA Startup of the Year award.

Expivia's approach seamlessly melds the capabilities of a quality-focused contact center with a forward-thinking software company. By leveraging state-of-the-art technology such as Speech Analytics, AI, WFO, API Integrations, and Advanced Routing Techniques, and combining it with tried-and-true education and employee engagement strategies, Expivia has established itself as a benchmark in contact center outsourcing.

In addition to his role at Expivia, Thomas has the privilege of serving on the NICE CXone Executive Advisory Board and the NICE Cxone Omni-channel Board. These selective panels consist of NICE CXone customers who provide crucial insights to guide the development of new products, features, and future innovations.

Before founding Expivia, Thomas led the contact center operations for a large BPO specializing in financial services. This experience provided him the opportunity to manage numerous service and sales programs for the majority of the top 15 largest financial institutions in the USA.

As a further testament to his expertise, Thomas's book on call center operations, "Advice from a Call Center Geek 3.0", is available on Amazon. His podcast of the same name consistently draws a large audience, recently surpassing 175,000 total downloads. 

www.expiviausa.com.

Author of two call center operations and strategy books published on Amazon and available in digital and paperback.

https://www.amazon.com/dp/B07WT6KHBH

Author of "Advice from a Call Center Geek! and "Advice from a Call Center Geek 3.0!"

OttoQa

Leading the transformative journey at OttoQA, where we are integrating cutting-edge AI solutions like ChatGPT to revolutionize quality assurance for contact centers. Our mission is to elevate the QA process for contact centers, steering them away from traditional spreadsheets towards more intelligent and adaptive solutions. With a deep belief in the power of artificial intelligence, we're building a community of forward-thinkers, innovators, and industry disruptors. As we prepare for our pre-launch, I am committed to driving excellence, embracing innovation, and positioning OttoQA as a beacon of the next-gen QA landscape!

Chief Executive Officer

Expivia Digital

Expivia Digital (ExD) is a technology spin-out of Expivia Interaction Marketing and will be one of the first high-end, full-service, outsourced customer service providers for NFT (Non-Fungible Token) and Web3 project development companies. 

ExD is creating an enhanced customer service and support system for these digital currency production companies to enhance their customer’s success and increase the value of the NFT’s being minted.

Advice from a Call Center Geek Podcast

"Advice from a Call Center Geek" is the #1 weekly podcast in the contact center industry, focusing on providing actionable insights to help supervisors, managers, and executives operate their contact centers at optimal levels. 

This podcast highlights technology, training, operations, and industry trends, offering perspectives from industry leaders on the current state and future direction of the industry.

The podcast is hosted by Tom Laird, the founder and CEO of the award-winning Expivia Interaction Marketing Group, and an ICMI Top 25 Contact Center thought leader. With 25 years of experience across all facets of contact center operations, Tom shares the highlights of his experience to change how call centers are run. His past expertise has enabled him to run many service and sales programs for most of the top 15 largest financial institutions in the USA.

As the top-rated podcast in the call center space, we currently have around 4,000-5,000 downloads per month and are closing in on a total of 170,000 downloads. Our listenership is highly targeted toward contact center managers and C-level executives.

Listen to the podcast on your favorite platform or on the online home of ACG here:
expiviausa.com/podcasts

Creator and Host

ICMI

Named one of the Top 25 most influential thought leaders in the contact center and CX space for 2022.

ICMI Top 25 Contact Center and CX Thought Leader 2022

Telatron Marketing Group, Inc.

I was in charge of the P&L and operations of a 700 seat BPO Call Center with a focus in the financial services industry.

Head of Call Center Operations

As a Production Supervisors I was in charge of a team of between 16 to 20 representatives.    I was to make sure that each individual team member met and exceeded their individual goals for specific programs. 

Responsibilities included: 
• Daily team and individual attendance 
• Making sure each team member met or exceed their individual daily goals 
• Motivating and leading the representatives 
• Providing weekly agent analysis reports to the AM Production Coordinator

Production Supervisor

Join our Linkedin Group  (Call Center Tips and Tactics): https://www.linkedin.com/groups/9041993/ 

Hi There!

I am the founder and CEO of the award-winning Expivia Interaction Marketing Group. Expivia is a USA BPO omnichannel contact center located in Pennsylvania. I have 25 years of experience in all facets of contact center operations.  

Expivia is a bridge between a high-quality contact center and a high-tech software company.  We have integrated the latest technology (Speech Analytics, AI, WFO, Chatbots, API Integrations, Advanced Routing Techniques) with time-tested education and employee engagement tactics to create what we believe is the new standard in call center outsourcing.

I have the honor of being a member of the NICE inContact ICVC Board. The iCVC is a select group of inContact customers selected to join as trusted advisors to help InContact validate ideas for new products and features and plans for future innovations.

Prior to starting Expivia, I was the head of call center operations for a large BPO that specialized in financial services.  Having this past know-how has given me the honor of running many services and sales programs for most of the top 15 largest financial institutions in the USA.

I am also the author of the call center operations book "Advice from a Call Center Geek" which can be found on Amazon.  I also host a weekly podcast by the same name (Advice from a Call center Geek) and it can be found on iTunes, Spotify, Sticher, Google Play or here:
https://expiviausa.com/call-center-geek-podcast/

For more info on Advice from a Call Center Geek:
Text me: 814.247.0366
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Linkedin Group: https://www.linkedin.com/groups/9041993/ (Call Center Tips and Tactics)
Watch us: https://www.youtube.com/channel/UCuIMsfiynnK02IKwPZZmxmg

Thomas Laird

Laivly

Customer Success Manager

Vistio

Liable for the management of member contributed content, and providing white-glove service for all member issues & requests.

• Headed social media and worked with community members to promote articles, blogs, & podcasts, as 
   well as product updates for our CX/EX solution.
• Collaborated with thought leaders to distribute targeted content across social media channels, driving 
   brand visibility and engagement.
• Developed a content calendar and onboarding guide to streamline team collaboration and enhance 
   the member experience.
• Established standards of procedure and facilitated effective collaboration among team members via 
   various communication channels.

Community Manager

Directly responsible for the execution of sales strategies from prospecting through to closing, with collaboration from marketing team.

• Collaborated across departments to better provide improved strategies to sales leadership.
• Researched and implemented sales tools to optimize lead generation and conversion processes.
• Assisted in creating comprehensive sales reports to inform strategic decision-making and drive 
   performance improvements.
• Maintained leads and supported in-progress deals through to closure, liaising effectively with product 
   development team.

Full-Cycle Sales Representative

CXQA Live!

Headed the overall planning, execution, and promotion of our live webinar series, featuring thought leaders in the customer experience industry.

• Actively moderated and engaged with attendees via chat, messaging, and in post-event discussions.
• Crafted compelling copy for event promotion and actively moderated attendee interactions to ensure a 
   positive experience.
• Incorporated attendee feedback to continuously improve event quality and engagement metrics.
• Designed organizational documents and title cards/landing pages to maintain consistent event format 
   and enhance branding.

Production/Co-Host

EquipmentShare

At the helm of dispatching fleet, and for handling sales/service inquiries from customers, other departments, and haulers.

• Estimated & quoted prices, credit/contract terms, and delivery dates for independent contractors, SMB, 
   and enterprise accounts.
• Collaborated with internal and external haulers to streamline delivery processes and enhance customer 
   satisfaction.
• Processed orders and contracts, communicated effectively with customers, and addressed objections 
   to successfully close sales.
• Provided ongoing support to sales representatives and customers, contributing to overall business 
   success.

Sales & Logistics Coordinator

Accountable for in-bound calls on the counter from customers and reps, with the explicit purpose to setup, source, and deliver on all rentals.

• Managed in-bound multi-channel communications and counter inquiries, arranging rentals and ensuring 
   timely delivery.
• Cultivated strong relationships with customers and vendors, providing prompt and knowledgeable 
   support.
• Introduced innovative tools and services to drive revenue growth and enhance employee experience.
• Mentored personnel to improve skills and build a cohesive, high-performing team.

Rental Coordinator

Lazy Dog Restaurant & Bar

Had the privilege to be a first-hire for a new Proof-of-Concept chain opening in the area, experiencing a grassroots restaurant opening.

• Worked alongside other new hires to learn an eclectic menu, and practice selling strategies.
• Held a unique service role, being given the freedom to fulfill almost any customer request through 
   whatever means possible.
• Promoted the new restaurant through word-of-mouth, as well as various social media channels.
• Named "Top Dog" (Employee Recognition) on multiple occasions.

Dining Room/Bar Server

Black Eyed Pea Restaurant

Worked alongside the service team to provide customers a great experience, as well as commuting from the restaurant to fulfill catering orders.

• Learned how to engage with customers in alcohol sales, making sure to abide by company policies as 
   well as alcohol laws.
• Demonstrated quick-learning and adaptability, learning an entirely new Point of Sale system from 
   scratch, and training new hires quickly and effectively to get them fully proficient.
• Worked off-site catering events, including but not limited to school functions, weddings, and other 
   community events.
• Commuted frequently from the restaurant to fulfill drop-off catering requests for nearby businesses, 
   communicating and coordinating with customers to ensure prompt and accurate delivery.

Food Server/Caterer

Friendly's Ice Cream, LLC

Led an entire team of Front of House staff, including wait staff & host team, and also ensured overall customer & employee satisfaction.

• Delivered consistently positive experiences to guests by directly handling escalated issues & guiding staff 
   to better serve customer needs.
• Managed company resources and ensured adequate staff coverage to meet customer demands.
• Directly handled escalated issues and implemented new engagement strategies to boost customer 
   loyalty.
• Provided comprehensive training to improve team knowledge and overall performance.

Front of House Manager

Focused on ensuring a positive guest experience, working with the team to deliver incredible service and support to customers and team members alike.

• Demonstrated attention to detail when handling specific guest requests.
• Adapted to a fast-paced work environment, maintaining a high volume of tables and utilizing attention 
   to detail when taking/fulfilling orders.
• Practiced hospitality, greeting guests as they arrive, and making special accommodations for regular 
   customers based off their likes and dislikes.
• Took on the opportunity to train new-hires, as well as learn how to manage the restaurant, becoming a 
   shift supervisor and trainer in a matter of weeks.

Fountain/Server

Six Flags

Collaborated with fellow team members and park staff to ensure a fun, safe, and memorable experience for all park-goers.

• Performed in a variety of shows, including a family-oriented educational stage-play, multiple dance 
   parties, as well as meet & greets.
• Assisted guests with any and all requests, providing directions, making suggestions, or coordinating 
   with fellow team members to meet guest needs.
• Learned to communicate and entertain guests through non-verbal means when being escorted as a 
   costumed character.
• Stayed vigilant in ensuring a safe, secure environment for guests and teammates a like, notifying the 
   proper authorities when security/safety issues arose.

Entertainer/Costumed Character

Hello! 👋🏻

If you’ve found your way onto my page, that means you’re likely not here by accident. 

In fact, there’s a good chance that you:

• Received a connection request from me and figured you’d see what I’m all about. 📨
• Identified an unexpected message and wanted to find out who was responsible. 🔎
• Saw my face on someone's webinar and wondered why a millennial has grey hair. 👴🏻
• Enjoyed what I had to say on one of my posts, your posts, or someone else’s. 👍🏻
• Spoke with a colleague who mentioned my name and you were curious who I was. 🗣️

If any of those apply to you, welcome! Consider this our icebreaker. Allow me to “properly” introduce myself.

---

I am without a doubt, a “people person.” 👥

I’m a community evangelist and hold the belief that through the power of individuals working together as a cohesive body, there’s no problem we can’t tackle. Working on your own is great, but you’re only bringing one set of ideas to the table. Where's the fun in that?

I strive for mutual excellence when possible. ✨

No matter what job I’ve worked, I have always done my best to help customers have excellent experiences. I’ve taken on costumed characters, waited tables, and coordinated rentals for clients of all types. Regardless of the role, I do my best to ensure that people feel great about their interactions.

I genuinely care about your problems. ❤️

If you’re struggling in any facet, I’m here to help. Whether I have the knowledge or resources available to help, I’m giving 110% every time. If I can’t provide for you, I’ll find someone who can. Doing business is relational, NOT transactional. At the end of the day, I want your issue to be resolved, regardless of how that looks for me.

I stay active within my local community. 💪🏻

While I enjoy working my typical 9 to 5, my favorite weekend activities include donating and distributing food for low-income families, operating a shower trailer for those with no access to basic hygiene, and offering consultative services for those who are technologically inept for any reason. I don’t highlight this to brag about it, rather to help raise awareness and encourage others to do the same. It never hurts to try something new!

I encourage “outside the box” thinking. 🧠

I’m never afraid to challenge the status quo. When people become complacent with one idea, I’m there to challenge and inspire them to abandon that comfort for something more fulfilling. This is true in both my professional life, and my personal life.

---

That's me! If you like what you see, why not hit that "Connect" button? 😊

taplio

The Battle

Thomas Laird

Jakob Mattice

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