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Latest Episode | February 8, 2024

#41: Transforming Contact Centers through Servant Leadership and Innovation, with Frank Mona III

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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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.’

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Beyond Winter

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Warmth Beyond Winter

We're adopting a family for one year.
Let's make an impact together.

NEW WEBINAR ON-DEMAND:

From Leads to Profits: Mastering Outbound Lead Generation and Sales

New On-Demand Webinar

Mastering Call Center Compliance

NEW ON-DEMAND FIRESIDE CHAT!

2023 Contact Center Industry Recap & Future Projections