58 Episoade

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

    Publicat: 12.03.2025

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

    Publicat: 12.02.2025

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

    Publicat: 15.01.2025

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

    Publicat: 13.11.2024

  5. Empowering Women and Event Success in Lead Generation: Sara Malo

    Publicat: 16.10.2024

  6. Building a Customer-Centric Culture: Annette Franz

    Publicat: 18.09.2024

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

    Publicat: 28.08.2024

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

    Publicat: 24.07.2024

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

    Publicat: 12.06.2024

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

    Publicat: 29.05.2024

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

    Publicat: 24.04.2024

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

    Publicat: 06.03.2024

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

    Publicat: 07.02.2024

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

    Publicat: 01.11.2023

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

    Publicat: 10.10.2023

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

    Publicat: 06.09.2023

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

    Publicat: 09.08.2023

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

    Publicat: 25.07.2023

  19. Navigating Compliance Challenges in the Contact Center Industry: Dan Greenwell

    Publicat: 28.06.2023

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

    Publicat: 29.05.2023

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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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