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Latest Episode | March 30, 2023

#32: Empowering Your Customers Strategies for Success in Contact Centers, with Rob Bayer

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.

Season #4

Season #3

Season #2

Season #1



Season 4 | Episode 2

Empowering Your Customers Strategies for Success in Contact Centers, with Rob Bayer

Are you ready to learn the latest and greatest customer empowerment strategies from a seasoned industry expert? In this episode, we have a special guest who shares their secrets to success in contact center management and remote work optimization. Rob Bayer, president of Anomaly Squared, is an executive with more than 25 years of contact center experience. He is responsible for the overall strategy and direction of Anomaly Squared, which provides call center services for 20+ mortgage groups with an emphasis on speed to lead and driving high contact rates.



Season 4 | Episode 1

Beyond Transactional: Taking Customer Service to the Next Level, with Brad Cleveland

In this episode, Brad will take us on a journey to uncover the value opportunity of customer experience, and guide us through the new era of CX, personalization, and the most essential metrics. His mission is to help organizations thrive in the ever-evolving customer experience landscape, and he’s here to share his expertise with us. So, prepare to be inspired and take notes as Brad Cleveland joins us on the show! Don’t miss this exciting episode. Tune in now!
Some of the featured guests we had on the show
Shep Hyken
Harry Strausser III
Steve Bederman
Jason Cutter
Colin Shaw
Michael Tamer
Gary Pudles
Bob Furniss
Michael Ferree
Colin Taylor

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.’

Outbound Compliance Survival Kit