First Contact: Stories of the Call Center

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 de...

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...

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 ...

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 navigat...

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...

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 re...

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 ...

🎧 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...

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 enga...

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 cus...

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 ...

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 t...

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 epi...

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, a...

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 busin...

🎙️ 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 d...

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,...

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 indu...

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...