Jim Malliard Welcomes His Better Half, Tabby Malliard, to The Malliard Report

07/30/22 • 61 min

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After all these years, we’ve gotten to know the voice of the great Jim Malliard quite well. We know his foray into the paranormal. Struggles and achievements in the world of maintaining a podcast for more than a decade (and the strange cast of characters he keeps around to help with it), and even some of his interests and hobbies outside of life behind the mic, but very, very rarely does the curtain blow enough in the ethereal breeze that we get a true peek into the world of the “duck master” himself. This week, the breeze of destiny just so happens to be working in our favor with Jim’s featured guest, and that curtain is blown wide open. This week Jim welcomes his better half, the one and only, Tabby (Mrs. Duck Master) Malliard.

It has been eight long years since we have had the absolute privilege to have Tabby on the show, and this week we finally break that much too long absence. Tabby joins Jim to share some insight into what a day in the life looks like. From overcoming some serious health challenges, taking on a menagerie of pets, to even just the chaotic day-to-day life that comes with having kids, we get to hear about it all. Tabby has a truly fascinating story to tell, especially about when her and Jim first got together. (Imagine going on your first date with someone to only have to tell them in a few days you have to undergo a life-altering surgery) This is fantastic episode and a privilege to be able to have Tabby on.

Make sure you are keeping up with all of the latest with The Malliard Report over on malliard.com. There are past show, newsletter signups, merch, a weekly live chat, and so much more. Remember to rate and subscribe on your favorite podcast or streaming app, and reach out to Jim on social media @malliard.

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Previous Episode

The Future of AI Use in Call Centers with Tom Laird

Call centers are one of the most unique experiences from both a consumer and employee standpoint. As a customer, we often feel the frustrations of long wait times, being helplessly passed around from department to department, having to tell our story six different times only to be met with the “...why are you calling in today...” As an employee, it can be equally frustrating: long and/or strange hours, poor management, high churn, lack of training, and at times what feels like a never-ending stream of angry customers on the other end of the line call after call after call. Neither scenario is exactly a win for either party and this has been the sort of mindset for decades. It sucks, we know it sucks, and that’s just the way that it is. But what if there was a different way? Modern approaches that could simplify the process and increase first call resolutions, make the job easier for the agents, and much more. This week on The Malliard Report, Jim welcomes a guest that is taking this task head on. This week we welcome Thomas Laird to the show to discuss the future of AI use in call centers, managing floors better, NFTs, and much more.

“Tom Laird is the founder and CEO of award winning Expivia Interaction Marketing Group. Expivia is USA BPO omni-channel contact center located in the USA. Tom has 25 years of experience in all facets of contact center operations. Tom has the honor of being a member of the Nice inContact iCVC Board. The iCVC is a select group of Nice inContact customers selected to join as trusted advisors to help inContact validate ideas for new products and plans for future innovations. Prior to starting Expivia, Tom was the head of call center operations or a large BPO that specialized in financial services. Having this past know-how has given him the responsibility of running many service and sales programs for most of the largest 15 financial institutions the USA.”

Tom does a great job at peeling back the curtain and showing a sneak peek of what is on the other side of the phone call that we all too often dread. He also shares how the future could actually be brighter for the industry. You can find Tom’s book Advice From A Call Center Geek on major online retailers. To keep in the latest loop with The Malliard Report head over to malliard.com where there are past shows, the newsletter, merch, the live chat, and so much more. Remember to rate and subscribe through your favorite podcast app!

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Next Episode

Unveiling the Secrets of a Pharmacist's World - The Malliard Report

It is a process that we have all encountered. You go to the doctor (which is already a pain in the butt to get into) go through whatever exam you have lined up, the doctor scribbles some illegible gibberish on a piece of paper and sends you to your local pharmacy. You know it will take a little bit of time, and your stomach is doing most of the talking right now, so you decide to grab a bite on the way over to the pharmacy. You grub your burger, pull into your local WalAideRiteGreens, meander to the back and queue up in the line. You finally get to the window, only to find out that your prescription isn’t ready yet. “HOW HARD CAN IT BE!? Just take the pills from the container, and put them in the bottle for me” you scream inside of your head. But, there is much more to it than just that. This week’s guest on The Malliard Report is here to dispel all the misconceptions of life in a pharmacy, discuss specialty medications, the opioid crisis, and much more. This week Jim welcomes pharmacists number 1 Fan & Advocate, and podcaster Todd Eury to the show.

“Pittsburgh native Todd Eury from Brownsville, Pennsylvania, started the first podcast about the profession of Pharmacy in 2009, and today, it’s the global leader in podcasting about the business and profession of the pharmacist. Todd Eury started the Pharmacy Podcast Network in March of 2009. Todd is the CEO of the Pharmacy Publishing Network, the parent publication of the Pharmacy Podcast Network. With the editorial, C.E. education support, and evidence-based podcasting divisions, Eury directs the leading audio publication in the Pharmacy Industry.”

Todd is an excellent guest, and does a great job at peeling the curtain back to what happens behind the scenes in the local pharmaceutical world. Todd’s take on certain issues in today’s time is certainly one worth noting. If you want to check out Todd’s podcast make sure to stop by pharmacypodcast.com where you can also join the “U.S. Pharmy.” For all things Malliard, head over to malliard.com where you can catch past shows, merch, the newsletter, and the weekly live chat every Tuesday at 9 PM EST. Make sure to rate and subscribe through your favorite podcasting app.

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