As a customer, I enjoyed this episode. Good customer service is as much an art as it is a science, and False Hustle seems to hit the nail on the head.

Love the podcast. Good detailed feedback from an operator with real experience.

Whether you’re well established in the world of call centers, or just getting started, this is a must-listen podcast for you! Tom does an incredible job of leading conversations that cover a huge breadth of topics related to the ins and outs of customer support, operations, training, and more. Highly recommend listening and subscribing!

Advice From Call Center Geek Podcast is my go to for all Call Center Content. From the individual Rep up to CEO of the Call Center, there’s information to help you grow and as a Manager I found the information invaluable.

I was looking to take in some additional know how on Contact Centers as I prepared to start a new role and Tom made it easy and approachable. I appreciate his candid perspective!

Tom is very genuine and knowledgeable about the industry. He goes above and beyond his call of duty. I reached out to him on LinkedIn for a advice about variables that causes and influx in SL and ASA. He responded right away which shocked me being that he is a CEO. I will not be missing call center week next year !

Tom does an amazing job of being honest while sharing his expertise. It’s great to hear him hit on a strong variety of relevant topics. His openness and generosity is invaluable. As an executive of call center management myself, his voice is definitely that of an expert. Keep up the great work Tom!!!

Tom delivers value on every single episode. I’ve listened to most contact center podcast and this is the one you want!

Tom is a great resource for information for all things related to contact center, customer experience, and associate engagement. He freely shares his experience and “war wounds” in a clear and easy to understand manner. Even if you don’t run a call center, there is valuable information in the podcasts on how to manage teams and think outside the box, which is needed now more than ever!

This podcast is a classic ‘I just want to share what I know’. The host grew up in the contact center industry and obviously combined reality with a vision of what his company could become. He shares lots of people management ideas he’s used in the past and discusses how he’s keeping his business relevant in today’s economy.

I’ve enjoyed listening to Thomas’ podcast, even though I don’t run a call center. I am interested in using a call center to make outbound phone calls to prospects who have scheduled a call. I found Thomas’ podcast and book very helpful, particularly the “Sales Done the Right Way in Your Call Center” episode. 5 stars.

It seems very rare to find any material on this subject. It’s great that Thomas even starts on the basics for people fairly new in the industry as well.

How awesome! Thank you Tom for your willingness to share information with Contact Center Leaders. I look forward to listening to more and learning. I shared some of his content with my direct reports to help them learn is well. Looking forward to engaging with this community! Keep the great content coming, please! -Jess

I've been in Call Center Ops for 20+ years, and learned some new tips from the segments, as well as now have a better understanding of the trends in the industry. Thanks for sharing your experience Tom, and having such engaging guests. Keep up the good work!

Last month, I was hired as a supervisor for a centralized call center for a local hospital in Portland, OR. I worked in a call center before, but never supervised. I like what you said in one of your podcasts—just because a person was good in the call center, doesn’t mean they could be a good supervisor. Well…. with your podcasts and help, I believe I can make that possible!! Just purchased both of your books and continuing to study from your podcasts. I have no direction, and this gives me a solid foundation to start. I love that this podcasts hits all the angles I wouldn’t have even imagined thinking about. I LOVE the game ideas! There is a lot of work to do in the CC I am working at, and working hard to make the agents happy so they can be happy to come to work!

I am a new Assistant Manager of a call center and this podcast is amazing! Very helpful tips that can be implemented right away. It has Ideas that I would have never thought of. Thank you for creating it! Please continue to do it weekly because you have a fan for life!!

I’ve found this podcast to be super helpful and timely ... especially for someone fairly new to call center management. The length is perfect and always leaves me with good take-always! Tom is also very responsive with any follow-up questions. Thank you!

Great advice that spans well outside the standard “do’s” and “don’ts” to keep your contact center fresh and ready to compete in every fierce industry!

Great show for the Call Center community. Perfect length, good production (could clean up the audio and move all announcements to the end), and great information for both the advanced agent and leadership in contact centers.

I’ve been a fan of Tom Laird and his podcasts for quite some time. He knows the call center industry inside and out and always open to sharing best practices. This is a great one. Whether it’s AI, attendance, incentives, etc, he has a podcast covering it. Don’t miss these podcasts, they’re time well spent.

I haven’t been a longtime listener but I promise I make sure not to miss an episode now. I find so many common situations that you discuss. I’ve been in the call center industry over 30 years and when I listen to some of your situations I feel like I’m still green. I always say learn at least one new thing everyday and you make that so easy. I listen to your podcast as I head into the center in the morning I’m still trying to catch up and can’t wait til I’m listening to the podcast that are more current. Keep doing the amazing job you are and thank you so much for sharing your expertise with all of us.

For anyone who has a passion for call centers and is looking to further educate themselves this is the podcast for you. Thought provoking content that provides a new way to think about how to run a call center. Can’t wait for new content each week!

This podcast has been incredible for someone who is transitioning to leading a contact center! I also think there’s valuable application for anyone in customer service/relations!

I love this podcast! I have been in the call center industry for twenty years and Thomas makes the complex easy and simple to understand. He has challenged me to increase my employee, customer and organizational engagement.

I got to say, haven’t attended a Podcast or read a management book that have excited me in a long time as much as Advice From a Call Center Geek. As a Performance Management Coach these are workable resources that I have found multiple uses: coaching sessions, brainstorming, training, performance planning sessions, discussions for team meetings (just to name a few). Excellent information-sharing that helps management think outside the box while providing a foundation of proven processes and systems that work. Great information to build upon to meet your organizations goals and objections. Definitely worth your time and effort! Connie White (Performance Coach)

Your podcast could not have started at a better time. I’ve been struggling with many issues at my call center. Thank you! Oh, I am reading the book, as well.

Easy short episodes which are mostly suited towards call centers in commerce, the tricks also can help those of us managing tech support and customer service call centers.

You won’t be disappointed listening to this

Very informative podcast. Love it

Not exactly my interests at hand but I still enjoyed it.

Pod cast as awesome

Amazing podcast!!

Ehh Nice. A little bland.

Glad I stumbled across, as a rep from a call center I think it’s interesting and informative.

Working in a call center.... this is awesome!

👍🏻👍🏻

Pretty cool podcast

This podcast has great information and is chock full of great information!

Very helpful and informative from all aspects.

Very informative!