First Contact: Stories of the Call Center

NobelBiz Studios

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 contact center industry.

  1. OCT 22

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

    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.

    53 min

  2. SEP 18

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

    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.

    1h 3m

  3. AUG 20

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

    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.

    1h 11m

  4. JUL 23

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

    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.

    59 min

  5. JUN 26

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

    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.

    1 hr

  6. MAY 28

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

    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.

    50 min

  7. APR 17

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

    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.

    1 hr

  8. MAR 12

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

    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!

    53 min
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3 Ratings

About

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 contact center industry.

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