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Latest Episode | November 14, 2024
#50: What's Next for Contact Centers? Leadership, CX, and AI Insights with Colleen Beers
Celebrating Our TMCnet Tech Podcast Award Win
We are thrilled to share the exciting news that “First Contact” has been honored with the prestigious TMCnet Tech Podcast Award! This recognition is a testament to our commitment to shedding light on the captivating world of call centers, a sector often hidden in plain sight.
We’re immensely proud of this achievement and invite you to explore these compelling narratives that have captured the attention of the tech podcast community. Join us in celebrating this milestone and delve into the episodes that are making waves in the podcasting world.
About the Podcast
First Contact Podcast it’s about a journey: in business, relationships and everyday life.
Because no one wakes up one morning and says: ‘I want to work in a call center!’, we wanted to share the compelling stories of tech leaders and entrepreneurs and how they found their way into the call center industry.
The multifarious topics, varying from technology to leadership, from recruitment to customer and agent experience are building our mission of bringing real conversations with the brightest thought leaders, and business owners.
Host Christian Montes poses questions about their life, their path, their struggles and successes, and most importantly – his conversational style is designed to help his guests open up and share their inspiring experiences and inspire thousands of loyal listeners.
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Season #1
Colleen
Beers
#50
Season 5 | Episode 10
What's Next for Contact Centers? Leadership, CX, and AI Insights
In this episode of First Contact: Stories of the Call Center, Christian Montes sits down with Colleen Beers, a seasoned CX leader with over 20 years of experience in the contact center industry. From leadership strategies and cultural transformation to the game-changing role of AI, Colleen shares invaluable insights on creating meaningful customer and employee experiences. Discover how to implement AI without losing the human touch, build a thriving company culture, and empower teams to drive operational excellence.
Whether you’re a CX professional or a contact center leader, this episode is packed with actionable takeaways to help you stay ahead in a rapidly evolving industry.
Sara
Malo
#49
Season 5 | Episode 9
Empowering Women and Event Success in Lead Generation
As a leader at Lead Generation World, LinkUnite, and Contact.io, Sara discusses her path to success in a male-dominated industry, the founding of LinkUnite to support women, and how she’s revolutionizing the event space with innovative strategies.
Learn about the importance of compliance in lead generation, how AI is changing the game, and what it takes to create events that deliver real value to attendees and vendors. Whether you’re interested in leadership, event management, or the future of lead generation, this episode offers key takeaways for professionals across the industry.
Annette
Franz
#48
Season 5 | Episode 8
Building a Customer-Centric Culture: Insights from Annette Franz
In this episode, customer experience guru Annette Franz joins First Contact host Christian Montes to discuss how creating a customer-centric culture starts with investing in employees.
Learn how journey mapping can reveal key pain points, why data is critical to improving CX, and how AI and automation are changing the future of contact centers. Annette also offers leadership advice for aspiring entrepreneurs and tips on balancing personal well-being with professional success.
Nate
Brown
#47
Season 5 | Episode 7
The Loneliness Epidemic: How CX Can Bridge the Gap, with Nate Brown
Join us in this enlightening episode as Nate Brown, a seasoned CX leader, unveils the transformative power of customer-centric business models. Nate delves deep into how building community and embracing vulnerability within digital spaces can dramatically enhance customer loyalty and brand perception. Discover practical insights on fostering genuine customer relationships through co-creation and proactive customer service strategies that turn challenges into opportunities for growth. Tune in to learn how you can elevate your brand by genuinely engaging with your customers.
Milan
Batinich
#46
Season 5 | Episode 7
The JEPPP Philosophy: Milan Batinich’s Guide to Professional Fulfillment
Milan shares his journey from a shy 19-year-old to a seasoned professional in the contact center industry, offering insights into the importance of finding meaningful work and cultivating joy and fulfillment. We’ll explore the evolving role of AI in contact centers, the balance between technology and the human touch, and the future trends that will impact businesses. Milan provides practical strategies for hiring and retaining top talent, emphasizing the significance of employee engagement in achieving exceptional customer experiences.
Thomas
Paley
#45
Season 5 | Episode 5
Transformative Leadership: Harnessing AI and EQ for Better Customer Interactions, with 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.
John
Coulter
#44
Season 5 | Episode 4
BPO Excellence: Employee Retention, Engagement, and a People-First Mindset, with John Coulter
In this podcast episode we talk to John Coulter, Vice President of Call Center Outsourcing Services at Five Star Call Centers. John’s story is one of innovation, dedication, and the relentless pursuit of excellence in customer experience. With over a decade of experience, he has been at the forefront of transforming call centers from mere service hubs into key drivers of business growth and customer loyalty.
Jay
Baer
#43
Season 5 | Episode 3
Speed of Business, The ROI of Empathy and Innovation in CX, with 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 that are 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.
Joshua
Feast
#42
Season 5 | Episode 2
Feeling the Future: Emotion AI & Conversation in Call Centers, with Josh Feast
In this episode, we’re joined by Josh Feast, the visionary CEO and co-founder of Cogito, who is reshaping the landscape of human interaction through technology.
In this engaging conversation, we delve into how artificial intelligence and real-time guidance systems are enhancing the emotional intelligence of customer service agents, the critical role of leadership in the tech-driven world, and Josh’s personal journey through the highs and lows of entrepreneurship. This episode is a must-watch for anyone interested in the future of technology, human connection, and the power of innovative leadership.
Frank
Mona III
#41
Season 5 | Episode 1
Transforming Contact Centers through Servant Leadership and Innovation, with Frank Mona III
In this episode, Frank takes us on a journey through the intricate world of contact centers, from the traditional voice-based models to the modern, omni-channel approach that caters to a diverse array of customer preferences.
He reflects on the cultural nuances and strategic considerations of operating onshore, nearshore, and offshore centers, providing a global perspective on delivering exceptional customer experiences.
Some of the featured guests we had on the show
Shep Hyken
Juanita Coley
Harry Strausser III
Steve Bederman
Jason Cutter
Colin Shaw
Brad Cleveland
Michael Tamer
Gary Pudles
Bob Furniss
Michael Ferree
Jon Arnold
About our Podcast Host
With over 15 years of leveraging technology and creative tactics to drive outcomes, Christian has worked with some of the largest Enterprise Contact Centers, BPOs, and Global CCaaS providers in the world.
Host of the First Contact – Stories of the Call Center Podcast, where he interviews leaders from the contact center industry searching for new insights, tips, and stories. Also, host of the NobelBiz | Webinar Series, which brings top leaders in the industry together to discuss important topics and share best practices.
‘It’s really not about being only a call center. This business is driving outcomes for other companies and how they interact with people.’