Listen to the last podcast episode:
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 3 | Episode 10
Leading the Change for Women in Tech, with Juanita Coley
Here we are, at the end of another fascinating season grounded in knowledge and inspiration. This is episode 10 of First Contact Podcast, where we’re diving deep into workforce management in contact centers with one of the most prolific women speakers of this type of enterprise solution, the Contact Center Whisperer and expert – Juanita Coley. Juanita is the CEO and founder of Solid Rock Consulting, a WFM consulting firm. When she’s not busy winning the 2022 “Most Influential Technology Advisors”, she’s constantly on a mission to normalize women in tech and leadership roles and make a positive, purposeful impact. Join us for a talk on the power of workforce management, the gap in technology, jargon in IT and much more!
Season 3 | Episode 9
Building solutions to solve problems within the business ecosystem, with Hemanth Gorur
Season 3 | Episode 8
Performance-driven contact centers and data modeling, with Kevin Daly
Season 3 | Episode 7
Reasons Why Telemarketing and Cold Calling are Still Worth It, with Jeremy Chen
Season 3 | Episode 6
Embracing Mistakes and Putting People First, a CX Approach with Bob Furniss
Season 3 | Episode 5
Employee Satisfaction and a 360 view on Contact Centers, with Colin Taylor
Season 3 | Episode 4
Digital Transformation and Future of Work for Contact Centers, with Jon Arnold
Season 3 | Episode 3
Holistic Call Center Training using Rewards and Recognition, with Michael Tamer
Season 3 | Episode 2
Call Center Culture and The Secret Sauce of a Successful Phone Call, with Richard Blank
Season 3 | Episode 1