First Contact: Stories of the Call Center

NobelBiz Studios
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First Contact: Stories of the Call Center

Because no one pictures themselves working at a call center, First Contact: Stories of the Call Center is a monthly podcast about how tech leaders and entrepreneurs found their way into the call center industry. Host Christian Montes poses questions about their life, their struggles and successes, and most importantly- how and why did they end up with a headset on.

  1. 13 NOV

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

    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.

    1 h y 6 min

  2. 16 OCT

    Empowering Women and Event Success in Lead Generation: Sara Malo

    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.

    59 min

  3. 18 SEPT

    Building a Customer-Centric Culture: Annette Franz

    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.

    59 min

  4. 28 AGO

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

    🎧 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!

    52 min

  5. 24 JUL

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

    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!

    1 h y 1 min

  6. 12 JUN

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

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

    1 h

  7. 29 MAY

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

    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.

    49 min

  8. 24 ABR

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

    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.

    1 h y 1 min
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Because no one pictures themselves working at a call center, First Contact: Stories of the Call Center is a monthly podcast about how tech leaders and entrepreneurs found their way into the call center industry. Host Christian Montes poses questions about their life, their struggles and successes, and most importantly- how and why did they end up with a headset on.

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