50 episodes

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.

First Contact: Stories of the Call Center NobelBiz Studios

    • Technology
    • 5.0 • 3 Ratings

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.

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

    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.
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    🔗 Stay connected:https://www.nobelbiz.comhttps://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.

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

    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.
     
     

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

    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 hr 1 min
    Feeling the Future: Emotion AI & Conversation in Call Centers: Josh Feast

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

    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.

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

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

    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.

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

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

    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.

    • 1 hr 1 min

Customer Reviews

5.0 out of 5
3 Ratings

3 Ratings

carlstuerke ,

Great stories

Love how this podcast blends actionable insight with personal storytelling. Really good!

Minehaloreach ,

Contact Center Content

Love this Podcast ! Very great insights for the Contact Center Space !

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