First Contact: Stories of the Call Center

Data-First Outbound, Building Performance and Trust | Guest: Joe Laskowski

Wed, 22 Oct 2025 14:49:59 -0600

Data first outbound that performs and protects.

Joe Laskowski joins Christian to show how to build compliant outreach that still hits the number. They cover buyer and seller alignment, vendor proof of consent, DNC and STOP handling, AI in outreach, and launching tech quickly without creating risk.

Guest: Joe Laskowski, CEO and Managing Partner, Saguaro Global Consulting
Host: Christian Montes

Subscribe for monthly episodes on contact center growth and compliance.

Outbound Survival Guide: AI, Robocalls, and Real Compliance: Eric Troutman

Wed, 17 Sep 2025 18:27:21 -0600

AI is changing outbound fast. So are lawsuits. The “TCPA Czar” Eric Troutman joins Christian to unpack how to run outreach without getting burned.

We cover the class action surge, AI-driven calling, robocalls, Do Not Call rules, quiet hours, wrong numbers, reassigned numbers, loyalty SMS pitfalls, and the culture shifts needed to make compliance stick. Practical plays to protect your brand and keep phones ringing for the right reasons.

Guest: Eric J. Troutman, Founding partner of Troutman Amin
Host: Christian Montes, COO at NobelBiz

Subscribe for monthly episodes on contact center growth and compliance.

Call Center Growth Strategy: From Agent to CRO with Mike McGuire

Wed, 20 Aug 2025 13:41:29 -0600

Mike McGuire, Chief Revenue Officer at NobelBiz, joins First Contact: Stories of the Call Center to share his incredible rise from teenage call center agent to industry leader shaping the future of CX.

With decades of experience across fundraising, BPO operations, and technology, Mike opens up about the challenges of managing growth, balancing in-house and outsourced teams, and the real reasons why so many tech implementations fail. He also breaks down how AI is transforming contact centers today, where it still falls short, and what the future looks like for hybrid models of people, process, and automation.

Beyond the business side, Mike shares his personal journey of health and resilience, including how Ironman training helped him overcome burnout and sharpen his leadership edge. This episode is packed with insights for contact center professionals, CX leaders, and executives looking to scale smarter, adopt new technology, and stay ahead in a rapidly evolving industry.

From Intern to Innovator: Real‑Time Caller Insights & Entrepreneurial Grit, with Amanda Pietrocola

Wed, 23 Jul 2025 15:30:22 -0600

In this episode of First Contact: Stories of the Call Center, Amanda Pietrocola, CEO of Momentum Technology, shares her unconventional journey from college intern to tech entrepreneur.

Dive into the launch of the Telecom Trust Center, a groundbreaking solution for real-time phone number intelligence and fraud prevention. Amanda also discusses how she navigates innovation with integrity, champions company culture in remote settings, and balances AI with the human side of customer experience. A must-listen for CX leaders, contact center professionals, and anyone invested in the future of trusted communications.

From Cold Calls to Chatbots - The Evolution of Contact Centers: Phillp Bennett

Thu, 26 Jun 2025 03:43:11 -0600

AI bots beat humans: what does that say about your contact center?

In this episode of First Contact: Stories of the Call Center, Phil Bennett from Empire Today breaks down what most leaders get wrong about digital transformation. From the early days of chat support in 2002 to today’s AI-assisted agents, Phil has seen it all—and he’s got the hard truths (and ROI stats) to prove it.

He shares why assigning your top phone agents to chat might negatively impact performance, how a chatbot designed as a fallback ended up outperforming human representatives by nearly double, and why true omnichannel success depends on understanding the unique skill sets each medium demands.

Phil also reveals the overlooked value of voice analytics, the blind spots of traditional surveys, and why the real future of CX lies in combining human empathy with machine precision. Whether you’re scaling digital channels or deciding where AI fits in your strategy, this episode will make you rethink how you design customer experiences.

The Most Underrated Driver of CX Performance? Your Headset, with Vern Fernandez

Wed, 28 May 2025 15:00:25 -0600

In this episode of First Contact: Stories of the Call Center, we go deep with Vern Fernandez from Jabra, the guy who's turning headsets into high-performance AI-powered CX tools. We're talking about devices that detect tone, improve agent empathy, reduce call times, and, even more impressively, alert you when your dog is barking too loudly to ensure a good customer experience.

This isn’t some gadget talk -this is a wake-up call for anyone serious about performance, retention, and the future of work.

How to Build a People-First Contact Center That Actually Reduces Turnover: Sam Falletta

Thu, 17 Apr 2025 03:33:59 -0600

How do you build a contact center where people want to stay?

In this episode of First Contact: Stories of the Call Center, we sit down with Sam Falletta, CEO of Incept, who shares how he built a people-first company culture that reduces turnover and drives performance.

From rewriting rigid attendance policies to embedding mental health support into operations, Sam takes us deep into the realities of leading with empathy while delivering results. We also unpack the evolution of leadership, the hidden cost of disengagement, and why automation without a human core is a missed opportunity.

From Cost Center to Profit Driver: The CX Transformation Blueprint: Camila Ferreira

Wed, 12 Mar 2025 11:44:11 -0600

Customer Experience (CX) isn't just about service—it's a revenue engine. In this episode, Christian Montes sits down with Camila Ferreira, Founder & CEO of Rise UP, to explore how businesses can transform CX from a cost center into a powerful growth driver. With over 20 years of global experience, Camila shares her journey from finance to CX leadership, the importance of data-driven strategies, and how companies can align their customer experience initiatives with revenue goals.

Listen in to discover how to elevate CX, secure a seat at the boardroom table, and build a strategy that drives loyalty, profitability, and sustainable growth.

🎧 Tune in now and start revolutionizing your CX approach!

AI-Driven Compliance & Sales: How Contact Centers Can Stay Ahead: Nima Hakimi

Wed, 12 Feb 2025 08:16:08 -0700

AI is transforming sales and compliance in contact centers—are you keeping up? In this episode of First Contact: Stories of the Call Center, Nima Hakimi, CEO & Co-Founder of Convoso, breaks down how AI-driven compliance, real-time agent coaching, and smarter tech adoption are reshaping the industry. Discover why most contact centers fail at implementing new technology, how to leverage AI without wasting time and money, and why the future isn’t about replacing agents—but making them AI-powered super agents. Stay ahead of compliance challenges, optimize your sales strategy, and future-proof your contact center. Watch now and level up your CX game!

Debunking Business Myths: The Leadership Blueprint for Contact Centers: Steve Bederman

Wed, 15 Jan 2025 11:06:45 -0700

What if the biggest lessons you’ve learned about business and leadership were based on myths? In this episode of First Contact: Stories of the Call Center, Christian Montes hosts Steve Bederman, President of NobelBiz, as they dive into the truths behind common leadership misconceptions.

Steve unpacks the “family culture” myth in businesses, breaks down the complexities of loyalty in the workplace, and shares his experience navigating financial crises with transparency and resilience.

Discover how to build real team chemistry, leverage AI without losing the human touch, and avoid the CEO “God Complex.” This conversation is a must-watch for contact center leaders and CX professionals aiming to create sustainable growth in an evolving industry.

What's Next for Contact Centers? Leadership, CX, and AI Insights: Colleen Beers

Wed, 13 Nov 2024 09:55:45 -0700

In this episode of First Contact: Stories of the Call Center, we sit down with Colleen Beers, a dynamic leader with over 20 years of experience in transforming the contact center and CX industry.

From her journey from a call center agent to a top executive, Colleen shares invaluable insights on leadership, employee empowerment, and the future of customer experience. We explore how AI is revolutionizing the industry, the importance of cross-functional teams, and the role of culture in driving success.

Whether you're a CX professional or a business leader, this episode is packed with actionable takeaways. Listen now to discover how to lead purposefully, embrace innovation, and create impactful customer journeys.

Empowering Women and Event Success in Lead Generation: Sara Malo

Wed, 16 Oct 2024 11:45:36 -0600

In this episode of First Contact: Stories of the Call Center, host Christian Montes sits down with marketing trailblazer Sara Malo to discuss her inspiring journey and her role in transforming the lead generation industry.

As VP of Partnerships at Lead Generation World, President of LinkUnite, and a leader at Contact.io, Sara shares her experiences in breaking through barriers in a male-dominated industry, empowering women, and redefining the event space in the digital age. From the founding of LinkUnite to her innovative event strategies, Sara offers valuable insights into how businesses can thrive through meaningful collaboration, compliance, and the integration of AI.

If you're looking for expert advice on navigating the evolving landscape of lead generation, digital marketing, and event management, this episode is a must-listen.

Building a Customer-Centric Culture: Annette Franz

Wed, 18 Sep 2024 15:26:09 -0600

In this episode of First Contact: Stories of the Call Center, Christian Montes sits down with customer experience (CX) expert Annette Franz to explore the vital connection between employee experience (EX) and delivering exceptional CX.

Annette shares her insights on building a customer-centric culture, effective journey mapping, and the role of data in improving customer interactions. The conversation dives deep into how AI and automation are shaping the future of contact centers, the importance of leadership alignment, and practical tips for aspiring entrepreneurs.

Whether you're leading a team or looking to enhance your customer service strategy, this episode is packed with valuable takeaways to help you succeed in today’s business landscape.

The Loneliness Epidemic - How CX Can Bridge the Gap: Nate Brown

Wed, 28 Aug 2024 13:31:49 -0600

🎧 In today’s episode, Nate Brown shares his expert insights on leveraging customer-centric models and community to boost brand loyalty. Learn how integrating digital communities can transform customer interactions and feedback into a strategic advantage for your business.

Nate discusses the crucial role of transparency and co-creation in deepening customer relationships and how these efforts can lead to sustainable success. Don’t miss out on these valuable lessons on building a resilient, customer-focused brand!

The JEPPP Philosophy: Milan Batinich’s Guide to Professional Fulfillment

Wed, 24 Jul 2024 13:32:24 -0600

Join us for an enlightening episode of First Contact: Stories of the Call Center, featuring Milan Batinich, a dynamic speaker, coach, and entrepreneur dedicated to helping individuals discover joy, energy, passion, peace, and purpose—what he calls 'JEPPP'—in their careers. Milan brings a wealth of experience from operational and sales roles across start-ups and Fortune 100 companies, making him a powerful advocate for employee engagement and professional fulfillment.

In this episode, Milan shares his inspiring journey from a shy 19-year-old to a seasoned expert in the contact center industry. We dive into the critical aspects of finding meaningful work, the evolving role of AI, and the balance between technology and human touch in customer interactions. Milan provides actionable insights on hiring and retaining top talent, highlighting the importance of employee engagement for outstanding customer experiences.

Discover the future trends shaping the industry and learn how to adapt quickly with expert guidance. Milan's dedication to wellness, financial, and professional goals fuels his approach to leadership and coaching. This conversation is packed with valuable takeaways to help you motivate your teams, enhance retention, and find purpose in your work.

Tune in now for an inspiring episode with Milan Batinich on First Contact: Stories of the Call Center!

Transformative Leadership: Harnessing AI and EQ for Better Customer Interactions: Thomas Paley

Wed, 12 Jun 2024 09:08:00 -0600

In this episode of "First Contact: Stories of the Call Center," Christian Montes interviews Thomas Paley, Director of Corporate Telecommunications and Contact Center Services at Hilton Grand Vacations. Thomas discusses his leadership philosophy, highlighting the importance of emotional intelligence, team empowerment, and soft skills. He also explores the future of AI in customer service and shares how his creative hobbies, like customizing motorcycles, help him stay balanced and inspired. Tune in for an engaging conversation filled with practical advice for anyone looking to excel in the contact center industry.

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🔗 Stay connected:
https://www.nobelbiz.com
https://www.linkedin.com/company/nobelbiz-inc-
https://www.facebook.com/nobelbizinc/
https://twitter.com/nobelbiz

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NobelBiz Inc. is an industry-leading provider of contact center software solutions, from its patented carrier of carriers network to its new, innovative, and fully remote omnichannel contact center solution: their network guarantees crystal-clear voice quality and 100% uptime.

BPO Excellence: Employee Retention, Engagement, and a People-First Mindset: John Coulter

Wed, 29 May 2024 04:43:00 -0600

In this podcast episode, we sit down with John Coulter, Vice President of Call Center Outsourcing Services at Five Star Call Centers. With over a decade of experience in the industry, John has been a trailblazer in transforming call centers into key drivers of business growth and customer loyalty.

He shares his journey from starting on the phones to leading a team, emphasizing the importance of employee retention, engagement, and a people-first mindset. Join us as we delve into the innovations and strategies that make Five Star Call Centers stand out in the competitive BPO landscape.

Grab your headphones, and let’s embark on this journey to discover the human stories behind the headsets.

Speed of Business, The ROI of Empathy and Innovation in CX: Jay Baer

Wed, 24 Apr 2024 08:00:00 -0600

Join us for an enlightening discussion with Jay Baer, a pioneer in customer experience and digital marketing, now turned tequila influencer. This episode explores pivotal themes shaping the future of customer service and business strategy. Jay offers a wealth of knowledge and practical advice on accelerating business responsiveness, leveraging empathy for deeper customer connections, and the strategic integration of AI to enhance the customer journey.

What You'll Discover in This Episode:

🕒 The Crucial Role of Speed: How rapid response times are redefining customer satisfaction.

🤝 Empathy as a Business Strategy: Learn from a real-world case study with Delta Airlines.

🤖 The AI Dilemma: Balancing technology and human touch in customer interactions.

🍹 From B2B to Tequila: Jay shares his unique journey into becoming a tequila influencer. Jay's extensive background in digital marketing and customer experience, combined with his unexpected turn into the world of agave spirits, makes this a must-watch for anyone interested in the evolving dynamics of customer relations.

Feeling the Future: Emotion AI & Conversation in Call Centers: Josh Feast

Wed, 06 Mar 2024 06:46:00 -0700

Tune in as we sit down with Josh Feast, the innovative mind behind Cogito, to discuss the transformative impact of technology on human emotions and connections within the fast-paced world of call centers.

Josh shares invaluable insights into the development and application of AI and real-time guidance systems, the essence of effective leadership in tech adoption, and the lessons learned from his entrepreneurial adventure. This episode offers a rare glimpse into the future of human-centric technology and its potential to enhance empathy and understanding in every interaction.

Transforming Contact Centers through Servant Leadership and Innovation: Frank Mona III

Wed, 07 Feb 2024 11:09:44 -0700

This is episode 1, Season 5 of First Contact Podcast: Stories of the Call Center! We're thrilled to bring you an incredible journey into the heart of customer service, with our special guest, Francis, a visionary leader with over 30 years of groundbreaking experience in the contact center industry.

Transforming Contact Centers through Servant Leadership and Innovation- get ready for an episode packed with enthusiasm, insights, and forward-thinking strategies. Whether you're a seasoned pro in customer service or just passionate about the power of technology and leadership, this episode promises a treasure trove of knowledge and inspiration. Tune in to discover how empathy, innovation, and visionary leadership are crafting the future of contact centers, building meaningful connections, and setting the stage for an exhilarating season ahead.

Empathy-Driven Contact Centers: From Complaints to Connections: Dr. Natalie Petouhoff

Wed, 01 Nov 2023 10:59:00 -0600

Our last episode of Season 4 brings a refreshing perspective to the forefront of business transformation. Join us as we converse with Dr. Natalie Petouhoff, the visionary business consultant who has spearheaded transformative initiatives for giants like Salesforce, Hulu, General Motors, and Procter & Gamble.

Together, we explore the core essence of empathy in redefining customer and employee experiences. In a world where business metrics often overshadow human connections, Dr. Natalie highlights the potent synergy of contact centers, technology, and the irreplaceable human touch. Discover the compelling narrative of 'Empathy in Action' and how it not only enriches interactions but also drives tangible business success.

Dive in to gain invaluable insights that promise to reshape your understanding of empathy in the modern business landscape.

The Role of Self-Service in Reducing Churn in Contact Centers: Chris Robinson

Tue, 10 Oct 2023 05:30:00 -0600

🎙️ Exciting News! Our latest podcast episode is now LIVE!

Join us as we sit down with industry pioneer, Chris Robinson from Awaken, who has been at the forefront of customer communications for over 20 years.

Dive deep into the evolution of self-service, the intricacies of onboarding in today's digital landscape, and the strategies to tackle churn effectively.

Chris shares not only his vast expertise but also his passion for delivering exceptional experiences for clients, customers, and employees alike. Don't miss out on these invaluable insights that can transform the way you approach contact center challenges. Tune in, learn, and be inspired!

From Nearshore to Global: Contact Center Outsourcing Excellence: Neal Topf

Wed, 06 Sep 2023 08:29:27 -0600

In this insightful episode, we sit down with the dynamic Neal Topf, co-founder of Callzilla, the powerhouse behind some of the most outstanding outsourced contact center and business process services globally.

With its roots firmly planted in sunny Miramar, Florida, Callzilla has been a beacon of excellence, pushing the boundaries of customer care and acquisition services across various sectors. Neal shares his riveting journey, from the genesis of Callzilla to its evolution into a top-ranked outsourced contact center that has won admiration and awards in the industry.

From Customer to Leader: Bridging Gaps in Contact Center Operations: Dr. Hui Wu-Curtis

Wed, 09 Aug 2023 04:23:58 -0600

Welcome to another exciting episode of our podcast! This week, we are thrilled to have Dr. Hui Wu-Curtis with us. A known disruptor, operations geek, advocate for DEI, and a Silver Globee award recipient for Executive Excellence, Dr. Hui is a force to be reckoned with in the contact center industry. n this episode, we delve into her vast experience of leading B2B and B2C contact centers across 65 countries, traversing multiple industries.

We discuss her journey, from the consumer end to the provider end of the call center operations. She offers rich insights on managing global operations, the impact of emotional intelligence in the workplace, the importance of brand protection in BPO partnerships, and the inherent power of pursuing one's passion, despite adversities.

Whether you're an entrepreneur, a call center professional, or someone interested in leadership and personal growth, this episode is sure to provide you with valuable insights and inspiration.

Don't forget to Like, Share, and Subscribe for more thought-provoking conversations with industry leaders. #ContactCenter #Innovation #DEI #Leadership #Operations #Disruption

Knowledge Management and AI Real-time Guidance for Contact Centers: Micah Peterson

Tue, 25 Jul 2023 07:14:00 -0600

In the rapidly evolving world of contact centers, the convergence of knowledge management and artificial intelligence stands at the forefront of transformation. This latest episode welcomes Micah Peterson, a seasoned professional with over 15 years in the knowledge management sector. As a Knowledge-Centered Services (KCS) certified expert, Peterson has not only revolutionized organizational knowledge strategies but has also crafted patented software to empower businesses globally.

Tune in to garner insights from an industry trailblazer and discover how real-time guidance is reshaping the contact center landscape.

Navigating Compliance Challenges in the Contact Center Industry: Dan Greenwell

Wed, 28 Jun 2023 05:44:00 -0600

Welcome to the newest episode of First Contact: Stories of the Call Center!

In this episode, we're joined by none other than Dan Greenwell, the CEO of Customer Dynamics. With over three decades of business experience in executive roles, Dan has a wealth of insights and knowledge to share. His company, Customer Dynamics, is a leading force in creating innovative, cost-effective, and user-friendly contact center solutions.

Master Call Center Customer Service in the Digital Age: Jim Iyoob

Mon, 29 May 2023 08:44:00 -0600

Get ready to dive into the newest episode of our podcast, where we had an engaging and insightful conversation with the brilliant Jim Iyoob, Chief Customer Officer at Etech Global Services. 🎙️

Jim is at the helm of a company that is known for its outstanding customer engagement solutions, including contact center services, customer support, sales, and technical support. With years of hands-on experience and strategic insights, he is a master navigator in the ever-evolving landscape of customer expectations and loyalty.

In this exciting new episode, Jim breaks down the dramatic transformation of customer expectations over the years. 🚀 He gives us a peek into how generational differences impact customer loyalty and sheds light on how the rise of personalized experiences is shaping the industry. 💡

Do you think metrics matter? So does Jim! We delve into the importance of measuring key performance indicators in a contact center. He shares valuable insights into the analysis of data, including how to leverage it to enhance your business operations and customer satisfaction.

Don't miss this enlightening discussion with Jim Iyoob! Join us as we explore the frontiers of customer service, delve into the intricacies of customer experience, and uncover how to keep up with ever-changing customer expectations. It's a podcast episode that's both informative and inspiring!

Tune in now, and let's decode the future of customer service together! 🎧

Contact Center Excellence, Brand Slaughtering and Remote Revolution: Eric Sims

Tue, 25 Apr 2023 18:00:00 -0600

Ladies and gentlemen, welcome to another exhilarating episode of our podcast! Today, we're diving deep into the world of contact centers, brand protection, and the remote revolution with a true industry expert. Get ready to be blown away by the insights and knowledge of Eric Sims, Cofounder & CEO of Leading Edge Connections, America's #1 fully remote outsourced contact center. Not only is Eric an outsourcing guru, but he's also the host of the groundbreaking podcast Preventing Brand$laughter, where he dishes out invaluable advice to businesses looking to protect their brand from self-inflicted sabotage.

In this episode, we'll explore the challenges and triumphs of remote contact center operations, dig into the critical role of data security and compliance, and get a firsthand look at the strategies that drive success in this ever-evolving space. Prepare to be inspired and enlightened as we embark on this incredible journey with the one and only Eric Sims! So grab your headphones, sit back, and let's get started!

Empowering Your Customers Strategies for Success in Contact Centers: Rob Bayer

Mon, 27 Mar 2023 05:26:00 -0600

Are you ready to learn the latest and greatest customer empowerment strategies from a seasoned industry expert? In this episode, we have a special guest who shares their secrets to success in contact center management and remote work optimization.

Rob Bayer, president of Anomaly Squared is an executive with more than 25 years of contact center experience. He is responsible for the overall strategy and direction of Anomaly Squared, which provides call center services for 20+ mortgage groups with an emphasis on speed to lead and driving high contact rates.

Get ready to dive deep into the world of omnichannel communication and learn how to anticipate your customer's every need. This is a must-listen episode for anyone looking to stay ahead of the game in the fast-paced world of customer service.

Don't miss out on this exciting opportunity to learn from one of the best!

Beyond Transactional: Taking Customer Service to the Next Level: Brad Cleveland

Fri, 03 Feb 2023 10:24:26 -0700

Attention all podcast listeners! Get ready to step up your customer strategy game because we have a treat for you! Our guest today is none other than Brad Cleveland, the global authority on customer strategy and management. With over 45 states and 60 countries under his belt, Brad has worked with top service leaders such as Apple, American Express, and USAA, and has even advised governments worldwide.

In this episode, Brad will take us on a journey to uncover the value opportunity of customer experience, and guide us through the new era of CX, personalization, and the most essential metrics. His mission is to help organizations thrive in the ever-evolving customer experience landscape, and he's here to share his expertise with us. So, prepare to be inspired and take notes as Brad Cleveland joins us on the show! Don't miss this exciting episode. Tune in now!

Leading the Change for Women in Tech: Juanita Coley

Tue, 08 Nov 2022 10:14:07 -0700

Here we are, at the end of another fascinating season grounded in knowledge and inspiration. This is episode 10 of First Contact Podcast, where we’re diving deep into workforce management in contact centers with one of the most prolific women speakers of this type of enterprise solution, the Contact Center Whisperer and expert – Juanita Coley.

Juanita is the CEO and founder of Solid Rock Consulting, a WFM consulting firm. When she’s not busy winning the 2022 “Most Influential Technology Advisors”, she’s constantly on a mission to normalize women in tech and leadership roles and make a positive, purposeful impact.

Join us for a talk on the power of workforce management, the gap in technology, jargon in IT and much more!

Building solutions to solve problems within the business ecosystem: Hemanth Gorur

Mon, 24 Oct 2022 13:31:41 -0600

Join us for a new episode with Hemanth Gorur, Vice President of Consulting Services at CGI - a company providing information technology and business process services. Hemanth started his career with CGI as a developer in India in 2001 and has worked in various roles within CGI focusing exclusively on the banking industry.
It was great conversation around Hemanth’s story and the journey through CGI’s evolution, seeing that their core values have stayed the same: addressing the ‘so what’ factor and only building solutions to solve problems.
Christian and Hemanth also talked about the ecosystem and holistic approach to realizing that the industry, the customer, or even a pandemic has forced change both into how you can do and scale things faster – from a compliance standpoint, all the way to the customer journey.

Performance-driven contact centers and data modeling: Kevin Daly

Wed, 28 Sep 2022 07:40:49 -0600

In this episode, we're joined by the founder of Value Ad and the creator of Bestpair, Kevin Daly for a practical and earnest discussion on data-driven results and a magical mix of client, product, and agent. With a diverse and complex set of roles in his background, Kevin has combined his experience in sales management and insurance to create a data service that is benefiting the performance of companies all around.

Join us and learn more about the goals and proper use of data modeling, how to leverage data and fight agent attrition in contact centers, Kevin's leadership advice, and much more!

Reasons Why Telemarketing and Cold Calling are Still Worth it: Jeremy Chen

Tue, 09 Aug 2022 01:41:46 -0600

Welcome to a new episode, where we’ll dive deep into the world of B2B sales with sales expert Jeremy Chen, who helps B2B technology companies perfect their sales teams go-to-market strategy. In this episode, he is dropping some real knowledge on the intricates part of sales management, the structure of a perfect cold call and the mindset behind it, why telemarketing is still alive and the future of outbound calling.

Embracing Mistakes and Putting People First, a CX Approach: Bob Furniss

Tue, 12 Jul 2022 10:22:11 -0600

Customer service is one of our favorite topics to tackle in this show, but having Bob Furniss over for this special episode was truly something. For almost 40 years in the industry, Bob Furniss is known as the renowned customer service and experience expert, and his mission will always be driving customer success by designing effective service and support strategies for his clients. This is episode 6, Season 3 from First Contact: Stories of the Call Center, join us on this journey of service mentality, AI, digital front doors and a lesson on living!

Employee Satisfaction and a 360 View on Contact Centers, with Colin Taylor

Mon, 13 Jun 2022 14:50:00 -0600

It was a joy to have Colin Taylor, the CX expert, on our show for an awe-inspiring and upbeat discussion on customer journey, employee satisfaction, self-service and much more! Leading The Taylor Reach Group to success in call center and management consulting for almost 20 years, Taylor is the CEO & CCO (Chief Chaos Officer) and one of Canada’s leading contact/call center pioneers, leaders and influencers. a joy indeed

Digital Transformation and Future of Work for Contact Centers: Jon Arnold

Wed, 11 May 2022 10:12:05 -0600

Jon Arnold is a widely followed analyst and thought leader with a strong presence in the media and a focus on communication technologies, unified communications, AI, contact centers and more! We recently talked to Jon about a mindset shift and newfound expectations in adopting new tools and technologies, megatrends, and his favorite piano songs! This is Season 3, Episode 4 of First Contact: Stories of the Call Center!

Holistic Call Center Training using Rewards and Recognition: Michael Tamer

Tue, 19 Apr 2022 02:47:56 -0600

Today we’re joined by a veteran of the contact center industry, a training expert, CEO, author, and podcaster himself - you might know him as the Contact Center Coach - Michael Tamer. Michael started in the entry levels of the call center, gained more than 40 years of experience in the industry and is a visionary who was at the forefront of contact center quality monitoring software development. He worked his way up to becoming one of the most influential voices of the contact center space, teaching the benefits of quality to organizations all over the world, including the United States Senate.

Call Center Culture and The Secret Sauce of a Successful Phone Call: Richard Blank

Wed, 23 Mar 2022 03:52:14 -0600

Richard Blank, outsourcing industry leader and the CEO of Costa Rica's Call Center, joins our podcast for an exciting new episode. Christian and Richard discuss what makes a successful phone call, strong corporate culture and leadership, owning engagement through retro gaming, to name a few themes.

Tune in on a new story, one of many twists and turns, while Richard is taking us along his fascinating journey of building and leading one of the largest BPOs of Central America.

Changing Customer Perceptions in the Collection Industry and the Rise of Self-Service: Harry Strausser III

Wed, 16 Feb 2022 00:00:00 -0700

Well, well, well, if it’s not the first episode from season three of the First Contact: Stories of a Call Center podcast! We have the pleasure of kicking off this new journey with one of the most widely-known individuals in the ARM landscape. Harry Strausser III is a well-respected voice of the collection industry and a certified ACA instructor, educator, and speaker. Join us in this talk on self-service and the future of collections, bringing in new perspectives, the importance of training, and many more topics!

Reinventing Lead Generation for New Consumer Behaviors: Michael Ferree

Thu, 18 Nov 2021 00:30:00 -0700

Whew, what a wild ride it's been for our show this year. This month, we're ending on a high as you've come to expect. We've got Michael Ferree here to chat with Christian about a topic that's been eluding our show for a surprising amount of time considering we're all about contact centers. Of course, we're talking about Lead Generation. Michael is an industry connoisseur, leading two major events in the contact center space - Lead Generation World and Contact.io. Beyond this, his expertise and connections in the lead gen space make him THE person to talk to regarding this much-debated and controversial topic. So let's hear what he has to say - this is First Contact, Stories of the Call Center, episode 10 of Season 2 with Michael Ferree.

Reclaiming Sales through Authentic Persuasion: Jason Cutter

Fri, 15 Oct 2021 00:30:00 -0600

A frank discussion between two seasoned salespeople? A hard look at the concept of persuasion and how to use it for sales? A genuine connection about providing people value through the act of selling? Episode 9 of First Contact, Stories of the Call Center is all of those things and more! Join Christian as he delves deep into the core of sales in a brilliant discussion with Jason Cutter, podcaster extraordinaire and founder of Cutter Consultancy Group, a sales advisory firm that supercharges sales success for companies around the globe. Learn more about the ins and outs of sales and what it is, and also what it's not! This is First Contact, Stories of the Call Center, episode 9 of season 2 with Jason Cutter.

The Future of Workforce Management for Contact Centers: Daryl Gonos

Fri, 24 Sep 2021 00:30:00 -0600

Workforce management is not typically a topic we cover on our show, but this month we've got Daryl Gonos here with us to make that right. He's the Founder & CEO of Community, a modern workforce management solution specifically tailored to omnichannel call centers, currently in use by some of the biggest names in the space. With over 40 years of experience, Daryl talks to Christian about all the shifts in workforce mentalities that happened throughout his career, as well as what agents expect from their managers and senior staff today, moving beyond the pandemic. This is First Contact, Stories of the Call Center, episode 8 of season 2, with Daryl Gonos.

Benchmarking and Training in Today‘s Contact Centers: Bruce Belfiore

Fri, 27 Aug 2021 00:30:00 -0600

This month on First Contact: Stories of the Call Center - Christian is joined by a topmost expert in the field of call center benchmarking, training and certification - Bruce Belfiore. Bruce prides himself in being a man of many experiences, having dual nationality - US and Italian, having been both COO and CFO of different companies, and having hosted the CallTalk Podcast for over 12 years - there's no shortage of business and life lessons in his background. In Episode 7 of Season 2 of our show, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year. Join us, won't you? You might even get a special offer from Bruce.

Enabling the Contact Center of the Future with Real-Time Analytics: Marc Bernstein

Fri, 23 Jul 2021 00:30:00 -0600

As the youngest guest we've had on the podcast so far, Marc Bernstein comes into the discussion with Christian with appropriately fresh and exciting ideas. He's the CEO of Balto, a company that's basically synonymous with bleeding edge tech. Launched 3 years ago, they now present themselves to the contact center world as the no. 1 real time guidance for contact centers. In this episode, he explains to us what his team is bringing new to the table, why and how they've already shifted the entire space, and how they plan to evolve beyond that. This is First Contact, Stories of the Call Center, season 2 episode 6 with Marc Bernstein.

CCaaS and The Challenges of Cloud Migration: Frank Wassenbergh

Fri, 18 Jun 2021 00:30:00 -0600

This month on First Contact, we're talking to a prodigy of call center migration, with many successful operations under his belt and a wealth of fascinating cross-industry experiences. Frank Wassenbergh is the CCaaS Practice Leader and Managing Partner of Cloudlinx, a CCaaS Advisory group dedicated to securing effective and well-though-out migrations for their clients. In this recording, Christian & Frank hit it off speaking about the intricacies of contact center systems, their shared sales experiences, and more. This is First Contact, Stories of the Call Center, season 2 episode 5 with Frank Wassenbergh.

The Contact Center Tech Shift During the Pandemic: Fred Stacey

Fri, 21 May 2021 00:30:00 -0600

How has the contact center world weathered the covid storm from a tech standpoint? For insights on this topic, this month we're joined by Fred Stacey - an expert in contact centers, CCaaS, consultancy, and contact center outsourcing. As the Co-Founder and General Manager of Cloud Call Center Search, a company that specializes in guiding clients to select the best call center solutions for their needs., Fred has a unique perspective on the entire world of all centers. He joins us now to talk about how it all started, and how it went throughout his 25 years of experience in the biz. This is First Contact: Stories of the Call Center, season 2 episode 4 with Fred Stacey.

Customer Memories and The True Value of CX: Colin Shaw

Fri, 23 Apr 2021 00:30:00 -0600

This episode we had an absolutely brilliant talk with the most influential person in CX over the past 10 years or more: none other than Colin Shaw. We talked to Colin about his many achievements: from his many books to being named in the top 150 LinkedIn influencers, to his company Beyond Philosophy being named Leading Consultancy by Financial Times 3 years in a row. Christian was on fire this episode and the discussion covered extensive topics such as AI, The Aha Moment, and customer memories (Colin's favorite topic). Listen to Colin Shaw's fascinating story about a milkman to hear how it relates to CX. This is First Contact, Season 2 Episode 4 with Colin Shaw.

The Unexpected Journey of a Serial Entrepreneur: Gary Pudles

Fri, 19 Mar 2021 00:30:00 -0600

One type of entrepreneur we've never featured on or show, but which is very common within the contact center space, is the serial entrepreneur. Gary Pudles, CEO of AnswerNet, has spent a lifetime taking businesses from the rocky contact center path towards the streamlined road to success. Gary's been around the block a few times and many regard him as the topmost authority within the acquisition space. With a fascinating story about his most troubling & complex mergers, Gary explains to Christian what it means to integrate culture within an organization and do it successfully! This is Episode 2 of Season 2 of First Contact, Stories of the Call Center.

A Lifetime of Lessons Learned: Steve Bederman

Fri, 19 Feb 2021 00:30:00 -0700

Welcome to Season 2! As for our first season, we begin with Steve Bederman, CEO of NobelBiz and Executive Producer of the show you're listening to. He joins Christian Montes to talk about the first season, what his expectations were and how they were surpassed. He also has a few surprises for fans of his writing - so be sure to listen closely for hints about his future endeavors. Above all, the discussion flows around the pandemic and how it affected everything - Steve is hopeful that the bridge we are building together at NobelBiz will get us to where we need to go in the end. And so you should be too! Join us for exciting new horizons with Episode 1 of Season 2 of First Contact, Stories of the Call Center.

Christmas Special - Happy Holidays from NobelBiz

Tue, 22 Dec 2020 06:57:27 -0700

A short Holiday message from the team at NobelBiz + some fun bloopers and collage featuring the best moments of the first season of First Contact - Stories of the Call Center! Happy Holidays!

Exploring the Magic of Amazing Customer Service: Shep Hyken

Fri, 23 Oct 2020 00:30:00 -0600

For our season finale here at First Contact, we welcome customer service and support expert extraordinaire - Shep Hyken. A true magician of the contact center space, Shep's been at it for over 40 years and has accumulated a wealth of knowledge. He's got his own TV Show - Be Amazing or Go Home - and he's a New York Times and Wall Street Journal bestselling author, with countless books already published. Get excited an amazingly funny & extremely entertaining expert of the support and experience world. This is First Contact: Stories of the Call Center, Episode 10 of Season 1.

Bonus Recording: Steve on CX Superheroes with Christopher Brooks

Wed, 14 Oct 2020 04:33:03 -0600

Last week, Steve had a talk with Christopher Brooks of the Customer Experience Superheroes podcast. The discussion covered a wide array of topics from technology adoption during the pandemic, to how businesses have adapted to service new modes of communication, to how the millennial group views communication, and to how Steve believes the world is built on a consumer-based approach to relations. All extremely fun - so let's listen in!

Exploring Human Voice and Simulation Training: Nancy Munro

Fri, 25 Sep 2020 00:30:00 -0600

Nancy Munro is a true pioneer of the contact center world. She has revolutionized the space with simulation training solutions that kickstart agent productivity and help them get that deer-in-the-headlights moment that many of them simply need before they start taking real calls with real people. The virtual, remote call center is here, and Nancy's products are essential for adaptability in this new work environment. Dive into our discussion on speech analytics and emotion analytics in First Contact: Stories of the Call Center, Episode 9 of Season 1.

Bonus Recording: Steve on The Sage Executive Podcast with Fernando Corona

Wed, 26 Aug 2020 07:51:01 -0600

Recently, Steve sat down with Fernando Corona of the Sage Executive Podcast. Here's the result of that: an honest discussion about how Steve approaches management, how NobelBiz grew to where it is today, how we celebrate our successes, and many other topics in between. For more episodes from Fernando, be sure to check out his LinkedIn. For more about Steve, just go to NobelBiz.com and search for Steve Bederman.

The Lifelong Dream of Customer Support: Roy Atkinson

Fri, 21 Aug 2020 01:00:00 -0600

With a career as diverse as his, it's a wonder how he ended up in the contact center space. But he did and we're all thankful for it! HDI's Lifetime Achievement Honoree and an overall incredible person we're honored to talk to: Roy Atkinson is our guest this episode. He's had some of the most interesting jobs ever, he's been in a band, he's an all-around tech guy, but if there's one thing he stands by and swears by, it's offering people support. In his words, that's been his driver all his life. So let's listen in on another fascinating story. This is First Contact: Stories of the Call Center, Episode 8 of Season 1.

Growing Up in a Call Center: Thomas Laird

Fri, 24 Jul 2020 01:00:00 -0600

Possibly the single most interesting exception to the whole "working in a call center was my college job" thing, Thomas Laird is a business leader that started "working" in a call center at age 9, helping his parents. Many years later, Tom heads his own hundreds-of-agents-strong call center with refreshing wit and wisdom, presenting an innovative approach to problems that plagued the industry for ages. This is First Contact, Stories of the Call Center, Episode 7 of Season 1.

Bonus Recording: Steve on Telecom Reseller with Doug Green

Wed, 15 Jul 2020 06:25:42 -0600

Want to learn about how inbound/outbound volumes are doing during the pandemic? Just hit play. Recently, Steve sat down to talk with Doug Green of Telecom Reseller about the outlook of contact centers during and post-pandemic. His insights are unique because they come from an insider who not only knows what he's talking about, but also cares deeply about his company, the industry, and the businesses we service here at NobelBiz.

Truth-Telling in the Age of Robocalls: Rebekah Johnson

Fri, 26 Jun 2020 01:00:00 -0600

When you're in the industry famed for robocalls, it's difficult to advocate for legal actors that do robocalls. Rebekah Johnson is the no-bs voice that speaks truth to power when it comes to robocalls, contact centers, and keeping the space healthy and accessible for companies while rooting out the bad actors. Hear about her work and her solutions to today's problems right here! This is First Contact, Stories of the Call Center, Episode 6 of Season 1.

Bonus Recording: Steve on Contact Center Insights with Nancy Munro

Fri, 05 Jun 2020 04:49:42 -0600

And now a break from our usual programming. Here's a short bit of Steve Bederman, CEO of NobelBiz, in conversation with Nancy Munro of Verbal Transactions on her podcast Contact Center Insights. Nancy Munro, CEO of Verbal Transactions has a long history of deploying enterprise learning solutions. Currently, she helps contact centers get their agents up to speed through the use of her immersive contact center simulator ACES.

The Emotionally Intelligent Leader: Jim Rembach

Fri, 29 May 2020 01:00:00 -0600

Jim Rembach had a long journey in the contact center space, then he got out. He took a few years to realize he wanted back in. So he returned and went all in. Christian sat down with Jim and went back to the basics: how does an emotional intelligence certified specialist go about being a leader in a contact center. Amidst a global pandemic especially. This is First Contact, Stories of the Call Center, Episode 5 of Season 1.

What Makes a True Leader: Christa Heibel

Fri, 24 Apr 2020 01:00:00 -0600

What does one of the top consultants in the contact center market do when the world is faced with a global pandemic? Rise above. Christa Heibel gives her advice on what contact centers need to do now. As a leader of the industry and president of CH Consulting, she's in a top position to give advice on this complicated issue and how we can better prepare for the future. This is First Contact, Stories of the Call Center, Episode 4 of Season 1.

Superwoman Decoded: Cathy Karabetsos

Fri, 20 Mar 2020 02:18:25 -0600

Cathy Karabetsos really has it all: from being the top woman in the call center industry, to having her own podcast, being CEO of a giant BPO, and let's not forget her 7 miracles - her kids! Christian joined Cathy in Chicago to talk about everything that's going on in her life and how she manages to balance everything while keeping it together and also finding time to sleep! This is First Contact, Episode 3 of Season 1.

Entrepreneurship as an Adventure Sport: Jake Bush

Tue, 18 Feb 2020 09:39:21 -0700

This week, Christian is joined by Jake Bush, founder and CEO of INFOCU5. Jake has a wild road to success in the contact center space ever since he took a job at a call center just to earn a bit of extra money. His life took him from extreme sports to working as a line chef, to film studies, and now to being the CEO of one of the fastest-growing companies in the Contact Center World. This is First Contact, Stories of the Call Center, Episode 2 of Season 1.

From Call Agent to CEO: Steve Bederman

Thu, 16 Jan 2020 11:37:27 -0700

Christian Montes, Executive Director of Sales at NobelBiz, talks to Steve Bederman, CEO of NobelBiz, about how he went from recording artist to tech entrepreneur and how he turned his failures into successes. Learn from Steve's vast experience in running contact center operation, with a focus on how leaders can inspire and help their people get to new heights in their careers. This is First Contact: Stories of the Call Center, Episode 1 of Season 1.