first contact stories of the call center podcast

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Impact, engagement, technology – three aspects that have the power to make or break. Learn the up-and-coming trends, best practices, and game-changing hacks from Contaact Center leaders to guarantee a stronger business strategy.

Explore the sessions from thought leaders in the industry and beyond, on tackling challenges and navigating downturns.

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Host

How to Empower Agents to Deliver Excellent Customer Support in 2020

Premiered June 3, 2020

christian-montes

Christian Montes

george seroukas

George Seroukas

With the spreading of the pandemic, many Contact Centers have gone remote. While agents are working from home and technology is skyrocketing, we couldn’t help but wonder: is this truly the death of the traditional call center, as some have speculated?

In a more in-depth analysis, we decided to start a conversation on what actually is the structure of a call center nowadays, and how tools can actually empower the agent, instead of replacing the agent.

Christian Montes talks to one of our own, George Seroukas, COO of NobelBiz. They tackle the notion of the death of the traditional call center, the impact of technology on agent-customer interaction, and how to really listen to your customers so that you can give your agents the right tools to do an excellent job.

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Host

Manage the Unexpected: The Competitive Edge of Remote Work as a Contact Center


Premiered April 29, 2020

christa-heibel small photo

Christa Heibel

jake bush

Jake Bush

Remote-work has become part of every business model, and Contact Centers across the US are taking a deep dive into moving agents and supervisors in the work-from-home environment. Company leaders are still making efforts to ensure performance, requiring their employees to “check-in” in the morning and hit their targets.

From adaptability, to security, from productivity to efficiency, how can Contact Centers face the biggest struggles that the new work-environment might cause?

Our webinar provides a source of truth for your team, no matter the challenges, and it helps you elevate your team and have a better understanding of how to conduct process, operations and management for your business, during the remote-work period.

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Coronavirus & Contact Centers
A Survival Guide to Business Continuity


Premiered March 30, 2020

steve-bederman-small-photo

Steve Bederman

christa-heibel small photo

Christa Heibel

Behind every business there are tens, thousands and tens of thousands of people who need at least a drop of reassurance in times of uncertainty. From our team to yours, we have decided to start a conversation to let you know it’s now time, more than ever, to help each other. So we created the webinar Coronavirus and Contact Centers: A Survival Guide on Business Continuity.

Our over 20 years of experience in the Contact Center industry put us on the map, and we learned how to balance qualitative and quantitative approaches when it comes to business decisions so that nothing falls through the cracks.

Join this webinar to discover key methods for making relevant and crisis-responsive decisions throughout the pandemic and after, and effective methods for delivering tailored internal messages to your team.

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