Insights from recent episode analysis
Audience Interest
Podcast Focus
Publishing Consistency
Platform Reach
Insights are generated by CastFox AI using publicly available data, episode content, and proprietary models.
Most discussed topics
Brands & references
Total monthly reach
Estimated from 1 chart position in 1 market.
By chart position
- 🇵🇭PH · Marketing#2710K to 30K
- Per-Episode Audience
Est. listeners per new episode within ~30 days
5K to 15K🎙 Weekly cadence·246 episodes·Last published 2w ago - Monthly Reach
Unique listeners across all episodes (30 days)
10K to 30K🇵🇭100% - Active Followers
Loyal subscribers who consistently listen
3K to 9K
Market Insights
Platform Distribution
Reach across major podcast platforms, updated hourly
Total Followers
—
Total Plays
—
Total Reviews
—
* Data sourced directly from platform APIs and aggregated hourly across all major podcast directories.
On the show
From 11 epsHosts
Recent guests
Recent episodes
AI Customer Bots Are Coming to You Call Center!
Jun 11, 2026
22m 49s
Everything I Have Learned about Ai Powered QA
Mar 4, 2026
17m 12s
Why You Should Not be Scoring 100% of Your QA Calls
Jan 8, 2026
19m 20s
Dear Santa: Here is the AI Contact Center Tools We Actually Want!
Dec 17, 2025
31m 24s
Inside Expivia Digital and the State of Contact Center Technology
Oct 3, 2025
13m 29s
Social Links & Contact
Official channels & resources
Official Website
Login
RSS Feed
Login
| Date | Episode | Topics | Guests | Brands | Places | Keywords | Sponsor | Length | |
|---|---|---|---|---|---|---|---|---|---|
| 6/11/26 | AI Customer Bots Are Coming to You Call Center!✨ | AI in customer servicecall center technology+3 | — | AI Customer BotsABC airline | TuesdayWednesday | AI customer botscall center+3 | — | 22m 49s | |
| 3/4/26 | Everything I Have Learned about Ai Powered QA✨ | AI powered quality assurancecontact center automation+4 | — | OttoQA | — | AIquality assurance+5 | — | 17m 12s | |
| 1/8/26 | Why You Should Not be Scoring 100% of Your QA Calls✨ | Quality AssuranceContact Centers+3 | — | — | — | QA callsLaw of Large Numbers+4 | — | 19m 20s | |
| 12/17/25 | Dear Santa: Here is the AI Contact Center Tools We Actually Want!✨ | AI toolscontact centers+3 | — | CCaaS | — | AIcontact center+4 | — | 31m 24s | |
| 10/3/25 | Inside Expivia Digital and the State of Contact Center Technology✨ | contact center technologyCCaaS platform selection+5 | — | Expivia DigitalNICE+1 | — | contact centerstechnology trends+5 | — | 13m 29s | |
| 8/18/25 | Keep Call Centers In America Act- The Truth✨ | call centerslegislation+3 | — | Keep Call Centers in America Act | — | call centersKeep Call Centers in America Act+3 | — | 15m 22s | |
| 6/26/25 | Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions✨ | customer experienceAI in contact centers+4 | Christopher Irwin-Dudek | NICECCaaS+2 | — | NICEcustomer experience+4 | — | 15m 01s | |
| 5/29/25 | Listen to This Before You Build or Buy an AI Auto QA Platform✨ | AI Auto QAcontact center+3 | — | Expivia Digital | — | AIAuto QA+4 | — | 26m 30s | |
| 4/17/25 | 2025 Geek Gauge CCaaS Rankings!✨ | CCaaS RankingsContact Center+3 | — | ChatGPTContact Center as a Service | — | CCaaS2025 Rankings+3 | — | 18m 28s | |
| 4/3/25 | What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP✨ | outsourcingcontact center+4 | — | — | — | outsourcing partnerRFP+4 | — | 23m 27s | |
Want analysis for the episodes below?Free for Pro Submit a request, we'll have your selected episodes analyzed within an hour. Free, at no cost to you, for Pro users. | |||||||||
| 3/26/25 | The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center✨ | customer surveysNPS+4 | — | — | — | post-call surveyscustomer feedback+3 | — | 25m 14s | |
| 2/24/25 | Beyond AHT and SLA: How to Measure Success in AI-Powered Contact Centers | Send us Fan Mail Traditional contact center metrics like Average Handle Time and Customer Satisfaction scores have served the industry well for decades. But as AI transforms how we serve customers, through virtual agents, agent assistance tools, auto-quality assurance, and intelligent summarization, yesterday's KPIs are no longer enough. In this groundbreaking episode, we explore the new measurement framework required for AI-powered contact centers. We'll dissect traditional metrics, introduc... | 20m 04s | ||||||
| 2/5/25 | Contact Center Coaching 2.0 -Turning QA Insights into Agent Coaching Gold | Send us Fan Mail Most QA programs score agents but don’t actually develop them—and that’s the problem. In this episode, we break down how to move beyond compliance-based QA and use real call insights to coach smarter, faster, and better. You’ll learn: ✅ Why high QA scores don’t always mean high performance ✅ How to shift from traditional QA to coaching-driven QA ✅ The power of Auto QA tools like OttoQa.com for real-time coaching insights ✅ How micro-coaching leads to faster, more effective ag... | 24m 46s | ||||||
| 1/23/25 | Beyond Words: Measuring AI Empathy Through Impact | Send us Fan Mail In this thought-provoking episode of Advice from a Call Center Geek, we dive deep into one of the most contested questions in customer service technology: Can artificial intelligence truly demonstrate empathy, and how do we meaningfully measure it? While tech companies tout their AI's emotional intelligence capabilities, we'll cut through the marketing hype to examine what empathy really means in customer interactions. We'll explore practical examples from call centers whe... | 18m 32s | ||||||
| 1/13/25 | Let's Get Real: The True Story of AI in CX & Your 2025 Game Plan | Send us Fan Mail Tired of the AI hype cycle? In this straight-shooting episode, we're diving into what's actually happening with AI in customer experience operations right now. Not what vendors are promising, not what futurists are predicting, but the real deal from someone in the trenches. You'll discover what's genuinely working, what's still smoke and mirrors, and most importantly, how to build your roadmap for 2025. We're unpacking real implementation stories, revealing comm... | 33m 16s | ||||||
| 12/30/24 | 2025 Predictions for CX and the Contact Center Industry | Send us Fan Mail As we wrap up another year, it's time for our highly anticipated ACG 2025 Predictions Episode! In this special forecast, we'll dive deep into the future of technology and customer experience, sharing valuable insights from the entire Expivia team. What groundbreaking technologies will reshape the CX landscape? How will AI continue to evolve in the customer service space? What new challenges and opportunities await contact centers in 2025? Join us as we break down our e... | 26m 33s | ||||||
| 12/18/24 | The Future of Contact Center Outsourcing: What to Expect in 2025 | Send us Fan Mail (I apologize for the poor audio on this episode, we had a mic failure, but the content is awesome so I hope you still find value!) In this episode of the ACG podcast we explore the future of contact center outsourcing in 2025. We dive into what a modern BPO RFP should include, moving beyond buzzwords like 'white glove service' and 'scalability' to focus on the advanced capabilities and innovations shaping next-gen outsourcing. If you're planning to outsource your contact cen... | 21m 33s | ||||||
| 12/4/24 | The Future of QA: Why AI is a Game-Changer for Contact Center Quality in 2025 | Send us Fan Mail The way contact centers approach Quality Assurance is undergoing a major transformation, and AI is at the heart of it. In this episode, we explore how advanced tools are enabling intent analysis, uncovering customer behavior patterns, and streamlining QA processes to deliver more meaningful insights. Learn how solutions like OttoQa are helping contact centers move beyond traditional scoring models, driving smarter evaluations, and creating better customer ... | 31m 43s | ||||||
| 11/20/24 | Mastering Black Friday and Cyber Monday: Your Ultimate Contact Center Superbowl Playbook | Send us Fan Mail Black Friday and Cyber Monday are almost here, bringing the year's biggest sales rush! For contact centers, this is the Super Bowl of customer service, and preparation is everything. In this episode of ACG, we dive into updated best practices to help your team stay ahead, deliver exceptional customer experiences, and handle the holiday sales frenzy like pros. Whether you're looking to optimize staffing, fine-tune your processes, or leverage AI tools to manage the... | 17m 00s | ||||||
| 10/1/24 | 𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀 | Send us Fan Mail In this episode of ACG, we explore how small and medium-sized businesses can harness authentic artificial intelligence to transform their contact centers without overspending. With a flood of so-called "AI" products in the market, we help you distinguish genuine solutions from the fakes to ensure you're investing wisely. Learn how focusing on Knowledge Management Systems, smart integrations, and agent-level AI tools can deliver immediate ROI. Whether you're faci... | 27m 53s | ||||||
| 9/6/24 | Unmasking False Hustle: Revolutionizing Customer Experience | Send us Fan Mail Join me for an exciting episode where I take a deep dive into the heart of my latest book, False Hustle. Many contact centers and CX leaders are unknowingly sabotaging their own success by focusing on misguided efforts to appear productive. In this episode, I’ll be sharing insights on how to break the cycle of false hustle and transform customer experience from the ground up. We’ll explore how to strike the perfect balance between the efficiency of AI and the irreplaceable hu... | 30m 11s | ||||||
| 8/9/24 | Calming Irate Customer Interactions: 5 Proven Techniques | Send us Fan Mail In this episode of "Advice from a Call Center Geek," we dive into the challenging world of dealing with angry customers. Discover five powerful, actionable techniques that can transform heated interactions into opportunities for building customer loyalty. Perfect for contact center managers and agents alike, this episode covers: The Empathy + Action ComboThe Interruption BusterThe Ownership ApproachThe Reframing TechniqueThe Calm Questioning MethodLearn how to diffuse ... | 24m 47s | ||||||
| 8/1/24 | What Technology does a World Class 2024 Contact Center Have? | Send us Fan Mail Did you ever ask yourself what the high-end contact centers are doing differently? In this ACGpodcast, we dive deep into the cutting-edge technologies that set elite customer service operations apart from the rest. This is how we are developing our strategic plan for Expivia. From AI-powered chatbots to advanced analytics, we explore the tools and strategies that are revolutionizing the way top companies interact with their customers. Whether you're a business o... | 24m 20s | ||||||
| 7/8/24 | Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All | Send us Fan Mail The contact center industry is evolving, and with that evolution, contact centers of all types are starting to learn valuable lessons. In this episode, we'll dive into how the BPO landscape is changing, what these changes mean for customers, and the latest AI tools you should be asking for in your outsourcing RFPs. Don’t let the title fool you, this episode is essential for anyone running a contact center. Through Expivia Digital, Tom works with contact center leaders o... | 29m 04s | ||||||
| 6/21/24 | Everything We Learned from Starting An AI CX Company - OttoQa | Send us Fan Mail Join us as we dive into the journey of founding and growing OttoQa, a cutting-edge AI-powered Customer Experience (CX) company. In this episode, we'll share our firsthand experiences, lessons learned, and the challenges we faced in building a fully automated QA platform. Discover the strategies and insights that helped us innovate in the CX industry, the role of AI in transforming quality assurance, and tips for aspiring entrepreneurs. Whether you're a CX professional, ... | 20m 20s | ||||||
Showing 25 of 247
Pitch Fit is a Pro feature
See how bookable this show is for guests, which brands already advertise, the per-episode ad value, and the best-fit guest and sponsor profile. The numbers are blurred on the free plan.
How readily this show books outside guests like you.
How proven this show is for host-read sponsorships.
For Guests
ProFor Advertisers
ProUpgrade to Pro to unlock guest cadence, sponsor categories, fit scores, and per-episode ad value for this show.
Chart Positions
1 placement across 1 market.
Chart Positions
1 placement across 1 market.