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Latest Episode | 11 August, 2021
#25 Reasons Why Telemarketing and Cold Calling are Still Worth it, Jeremy Chen
About the Podcast
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.
Season #3
Season #2
Season #1
Season 3 | Episode 6
Embracing Mistakes and Putting People First, a CX Approach with Bob Furniss
Not everyone can bring order into chaos, but Colin Taylor is the Chief Chaos Officer and CEO of The Taylor Reach Group, leading it to success in call center and management consulting for almost 20 years. Find out more about customer journey, employee satisfaction, self-service and much more in this upbeat and honest discussion.
Season 3 | Episode 6
Employee Satisfaction and a 360 view on Contact Centers, with Colin Taylor
Not everyone can bring order into chaos, but Colin Taylor is the Chief Chaos Officer and CEO of The Taylor Reach Group, leading it to success in call center and management consulting for almost 20 years. Find out more about customer journey, employee satisfaction, self-service and much more in this upbeat and honest discussion.
Season 3 | Episode 6
Digital Transformation and Future of Work for Contact Centers, with Jon Arnold
Not everyone can bring order into chaos, but Colin Taylor is the Chief Chaos Officer and CEO of The Taylor Reach Group, leading it to success in call center and management consulting for almost 20 years. Find out more about customer journey, employee satisfaction, self-service and much more in this upbeat and honest discussion.
#23
Season 3 | Episode 3
Bob Furniss | Embracing Mistakes and Putting People First, a CX Approach
Our guest joining us today started in the entry levels of the call center, gained more than 40 years of experience in the industry. He is a visionary who was at the forefront of contact center quality monitoring software development. Michael Tamer worked his way up to becoming one of the most influential voices of the contact center space, teaching the benefits of quality to organizations all over the world, including the United States Senate.
Featured Guests
About our Podcast Host
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.