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

Rising Tech Solutions

Director of Operations

Rising Digital Solutions

Co-Founder

Creatics Solutions

- Setting company vision and strategic direction to align with overall business goals.
- Building and managing a high-performing team of call center professionals.
- Overseeing the design and implementation of customer service processes and systems.
- Ensuring the delivery of quality customer service by setting and monitoring performance targets.
- Monitoring industry trends and adjusting the business strategy to stay ahead of the competition.
- Ensuring the efficient operation of call center systems and technology to drive productivity and customer satisfaction.
- Building relationships with key stakeholders, including customers, suppliers, and partners.
- Identifying and pursuing new business opportunities to drive growth and profitability.
- Developing and managing the budget for the call center to ensure effective financial management.
- Mentoring and coaching call center managers and staff to foster their professional development and ensure their success.

Frontpoint

Channel Partner

Guard Home Warranty

America's First Choice Home Club

Rank Orbit LLC

- Identify new business opportunities and develop a strategy to approach and secure new clients.
- Upsell additional services to existing customers, including the creation and optimization of Google My Business (GMB) listings, website development and optimization, and social media marketing.
- Develop and maintain relationships with clients, ensuring they are satisfied with the services provided and open to future opportunities for upselling.
- Provide guidance and support to clients on the best SEO strategies and keywords for their business, ensuring their online presence is optimized and effective.
- Offer expert advice and recommendations on website creation and optimization, helping clients to improve their online presence and attract more customers.
- Manage and optimize social media marketing campaigns for clients, ensuring they are effectively reaching their target audience and achieving their marketing goals.
- Offer comprehensive services for Google Ads management, including strategy development, implementation, and ongoing optimization.

Senior Business Development Executive

- Draft and send proposals to potential clients via email, ensuring they are professional and informative.
- Respond to client inquiries and provide support via email, addressing any questions or concerns they may have regarding GMB and other related services.
- Assist clients with the setup and optimization of their GMB account, providing guidance on how to effectively manage and update their listings.
- Provide training and support to clients on how to effectively use GMB, including best practices for optimizing their listings and using the platform to reach their target audience.

Email Support Executive

IT Hardware Hub Inc.

- Identifying and pursuing new business opportunities in the B2B market.
- Building and nurturing strong relationships with key stakeholders and decision makers in target accounts.
- Conducting market research and analysis to identify target segments and inform sales strategies.
- Presenting and IT products to potential customers, highlighting the unique features and benefits.
- Offering alternative IT products based on customer needs and requirements.
- Negotiating contracts and closing sales deals effectively.
- Keeping accurate records of customer interactions and transactions.
- Staying up-to-date with industry trends, market conditions, and competitor activities.
- Consistently meeting or exceeding sales targets, customer satisfaction, and other performance metrics while continuously seeking out new business development opportunities and effectively managing the sales pipeline.

Business Development Executive

- Responding to customer inquiries and providing information about products and services through email and live chat.
- Identifying sales opportunities and effectively promoting products and services to potential customers.
- Qualifying leads and forwarding them to the appropriate sales team member for follow-up.
- Building and maintaining strong customer relationships through effective communication and follow-up.
- Troubleshooting customer issues and finding solutions in a timely and professional manner.
- Keeping accurate and detailed records of customer interactions and transactions.
- Staying up-to-date with company products, services, and policies to effectively sell and promote products.
- Collaborating with other departments, such as marketing and product development, to ensure a seamless customer experience.
- Meeting or exceeding performance targets for sales, customer satisfaction, and other metrics.

Email / Live Chat Support Executive

HR BPO Solutions

- Building and maintaining strong customer relationships through effective communication and follow-up.
- Keeping up-to-date with product knowledge and market trends to effectively sell products.
- Conducting market research to identify new sales opportunities and understand customer needs.
- Creating and delivering persuasive sales presentations to prospective customers.
- Negotiating pricing and contracts with customers.
- Keeping accurate records of sales activities and customer interactions using customer relationship -management (CRM) software.
- Collaborating with other teams, such as marketing and customer service, to ensure a seamless customer experience.

Telesales Representative

Highly skilled entrepreneur with demonstrated success in developing and maintaining strong business partnerships. Creating and maintaining deep partnerships, and managing multiple projects simultaneously. Proactive, collaborative approach that successfully generates strong sales results and value-added service for the client. The demand for innovation and change fuels my creativity and passion for personal/professional growth.

taplio

The Battle

Thomas Laird

Muhammad Ahmad

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