Stories of the Call CenterLeadersLifeSuccess

HOW FORMER CALL CENTER AGENTS BECAME TECH LEADERS

Stories of the Call CenterLeadersLifeSuccess

HOW FORMER CALL CENTER AGENTS BECAME TECH LEADERS

Your First Contact with the Ones Who Made It!

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. And it’s never linear.

Host Christian Montes poses questions about their life, their path, their struggles and successes, and most importantly- how and why did they end up with a headset on.

Christian Montes

Host

There’s a sense of combination of mindfullness and being able to be in the moment. It seems there are a lot of people that are looking at the edge and they’re not looking to join.

So from a business perspective I think no one woke up and said “I’m going to own a call center. I wanna run a call center.”

But we leave the idea of it being a call center. Because it’s really not about being a call center. This business is driving outcomes for other companies and how they interact with people.

From Call Agent to CEO, with Steve Bederman of NobelBiz | Episode 1

January 17, 2020 | Hosted by Christian Montes

How does one become a CEO exactly? Steve Bederman shares his life story: from the time half his sales team quit, to his position as CEO of NobelBiz today. Listen to his thoughts on culture and keeping a virtual workplace up and running!

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Entrepreneurship as an Adventure Sport, with Jake Bush of INFOCU5 | Episode 2

February 21, 2020 | Hosted by Christian Montes

After hellicoptering and skiing in the outback, the last thing on your mind is that you’ll be CEO of a call center company. That’s what happened to Jake Bush. From adventuring to line chef, film student, call agent, and CEO. Learn more!

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Superwoman of the Call Center, with Cathy Karabetsos of QCSS | Episode 3

March 20, 2020 | Hosted by Christian Montes

Cathy is the Founder, President, and CEO of QCSS, in her words “the best call center on Earth.” Host Christian Montes sat down with her to talk about everything that went into being the best and how you can turn your business around!

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What Makes a True Leader, with Christa Heibel of CH Consulting | Episode 4

April 24, 2020 | Hosted by Christian Montes

Christa Heibel is a contact center guru with a “back-to-basics” approach to leadership. She is the founder of CH Consulting Group and Replenish Yoga and Wellness. Grab a notebook because she’s going to drop some expert knowledge on you!

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The Emotionally Intelligent Leader, with Jim Rembach, the Call Center Coach | Episode 5

May 29, 2020 | Hosted by Christian Montes

Jim Rembach is a seasoned industry leader in the call center world. Between his many business endeavors and his podcast – he’s been up there day in, day out. Let’s draw some inspiration from a certified expert on emotional intelligence!

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Truth-Telling and Robocalls, with Rebekah Johnson of Numeracle | Episode 6

June 26, 2020 | Hosted by Christian Montes

Rebekah Johnson is the no-BS leader of the contact center space – always fighting the good fight, walking the fine line between the bad actors, the good actors, and the rules and regulations that seek to control the call center space.

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Growing Up in a Call Center, with Thomas Laird of Expivia | Episode 7

July 24, 2020 | Hosted by Christian Montes

Tom is probably the best exception we could find to the “oh, I got into the call center in college to earn some money” rule. He’s been in it since he was 9! Learn about the call center geek that he is and his experience as CEO of Expivia Interaction.

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The Lifelong Dream of Customer Support, with Roy Atkinson of HDI | Episode 8

August 21, 2020 | Hosted by Christian Montes

Roy Atkinson made customer support his priority ever since, as a kid, he had his first paper route. After moving through many jobs, Roy is now Group Principal Analyst and an in-house expert for HDI and ICMI. Let’s learn from his vast experience!

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Human Voice and Simulation Training, with Nancy Munro of Verbal Transactions | Episode 9

September 25, 2020 | Hosted by Christian Montes

Nancy Munro is an expert in the area of simulation training, with a lifelong career in software development specifically targeted at call centers and contact centers. We sure have a lot to learn from her so stay tuned for episode 9!

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SEASON FINALE: Episode 10 with the One and Only Shep Hyken

October 23, 2020 | Hosted by Christian Montes

We’ve got a real treat for our last episode of season one. We’re honored to welcome one of the top experts on customer support & experience, and NY Times Bestselling Author, Shep Hyken. Stay tuned for one hell of a season finale!

COMING SOON

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