Join us for an enlightening discussion with Jay Baer, a pioneer in customer experience and digital marketing, now turned tequila influencer. This episode explores pivotal themes shaping the future of customer service and business strategy. Jay offers a wealth of knowledge and practical advice on accelerating business responsiveness, leveraging empathy for deeper customer connections, and the strategic integration of AI to enhance the customer journey.   What You'll Discover in This Episode: 🕒...

Tune in as we sit down with Josh Feast, the innovative mind behind Cogito, to discuss the transformative impact of technology on human emotions and connections within the fast-paced world of call centers. Josh shares invaluable insights into the development and application of AI and real-time guidance systems, the essence of effective leadership in tech adoption, and the lessons learned from his entrepreneurial adventure. This episode offers a rare glimpse into the future of human-centric...

This is episode 1, Season 5 of First Contact Podcast: Stories of the Call Center! We're thrilled to bring you an incredible journey into the heart of customer service, with our special guest, Francis, a visionary leader with over 30 years of groundbreaking experience in the contact center industry.   Transforming Contact Centers through Servant Leadership and Innovation- get ready for an episode packed with enthusiasm, insights, and forward-thinking strategies. Whether you're a seasoned pro...

Our last episode of Season 4 brings a refreshing perspective to the forefront of business transformation. Join us as we converse with Dr. Natalie Petouhoff, the visionary business consultant who has spearheaded transformative initiatives for giants like Salesforce, Hulu, General Motors, and Procter & Gamble. Together, we explore the core essence of empathy in redefining customer and employee experiences. In a world where business metrics often overshadow human connections, Dr. Natalie...

🎙️ Exciting News! Our latest podcast episode is now LIVE!   Join us as we sit down with industry pioneer, Chris Robinson from Awaken, who has been at the forefront of customer communications for over 20 years. Dive deep into the evolution of self-service, the intricacies of onboarding in today's digital landscape, and the strategies to tackle churn effectively. Chris shares not only his vast expertise but also his passion for delivering exceptional experiences for clients, customers, and...

In this insightful episode, we sit down with the dynamic Neal Topf, co-founder of Callzilla, the powerhouse behind some of the most outstanding outsourced contact center and business process services globally.   With its roots firmly planted in sunny Miramar, Florida, Callzilla has been a beacon of excellence, pushing the boundaries of customer care and acquisition services across various sectors. Neal shares his riveting journey, from the genesis of Callzilla to its evolution into a...

Welcome to another exciting episode of our podcast! This week, we are thrilled to have Dr. Hui Wu-Curtis with us. A known disruptor, operations geek, advocate for DEI, and a Silver Globee award recipient for Executive Excellence, Dr. Hui is a force to be reckoned with in the contact center industry. n this episode, we delve into her vast experience of leading B2B and B2C contact centers across 65 countries, traversing multiple industries.   We discuss her journey, from the consumer end to...

In the rapidly evolving world of contact centers, the convergence of knowledge management and artificial intelligence stands at the forefront of transformation. This latest episode welcomes Micah Peterson, a seasoned professional with over 15 years in the knowledge management sector. As a Knowledge-Centered Services (KCS) certified expert, Peterson has not only revolutionized organizational knowledge strategies but has also crafted patented software to empower businesses globally.   Tune in...

Welcome to the newest episode of First Contact: Stories of the Call Center!In this episode, we're joined by none other than Dan Greenwell, the CEO of Customer Dynamics. With over three decades of business experience in executive roles, Dan has a wealth of insights and knowledge to share. His company, Customer Dynamics, is a leading force in creating innovative, cost-effective, and user-friendly contact center solutions.

Get ready to dive into the newest episode of our podcast, where we had an engaging and insightful conversation with the brilliant Jim Iyoob, Chief Customer Officer at Etech Global Services. 🎙️ Jim is at the helm of a company that is known for its outstanding customer engagement solutions, including contact center services, customer support, sales, and technical support. With years of hands-on experience and strategic insights, he is a master navigator in the ever-evolving landscape of...

Ladies and gentlemen, welcome to another exhilarating episode of our podcast! Today, we're diving deep into the world of contact centers, brand protection, and the remote revolution with a true industry expert. Get ready to be blown away by the insights and knowledge of Eric Sims, Cofounder & CEO of Leading Edge Connections, America's #1 fully remote outsourced contact center. Not only is Eric an outsourcing guru, but he's also the host of the groundbreaking podcast Preventing...

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...

Attention all podcast listeners! Get ready to step up your customer strategy game because we have a treat for you! Our guest today is none other than Brad Cleveland, the global authority on customer strategy and management. With over 45 states and 60 countries under his belt, Brad has worked with top service leaders such as Apple, American Express, and USAA, and has even advised governments worldwide.In this episode, Brad will take us on a journey to uncover the value opportunity of customer...

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...

Join us for a new episode with Hemanth Gorur, Vice President of Consulting Services at CGI - a company providing information technology and business process services. Hemanth started his career with CGI as a developer in India in 2001 and has worked in various roles within CGI focusing exclusively on the banking industry. It was great conversation around Hemanth’s story and the journey through CGI’s evolution, seeing that their core values have stayed the same: addressing the ‘so what’...

In this episode, we're joined by the founder of Value Ad and the creator of Bestpair, Kevin Daly for a practical and earnest discussion on data-driven results and a magical mix of client, product, and agent. With a diverse and complex set of roles in his background, Kevin has combined his experience in sales management and insurance to create a data service that is benefiting the performance of companies all around. Join us and learn more about the goals and proper use of data modeling, how...

Welcome to a new episode, where we’ll dive deep into the world of B2B sales with sales expert Jeremy Chen, who helps B2B technology companies perfect their sales teams go-to-market strategy. In this episode, he is dropping some real knowledge on the intricates part of sales management, the structure of a perfect cold call and the mindset behind it, why telemarketing is still alive and the future of outbound calling.

Customer service is one of our favorite topics to tackle in this show, but having Bob Furniss over for this special episode was truly something. For almost 40 years in the industry, Bob Furniss is known as the renowned customer service and experience expert, and his mission will always be driving customer success by designing effective service and support strategies for his clients. This is episode 6, Season 3 from First Contact: Stories of the Call Center, join us on this journey of service...

It was a joy to have Colin Taylor, the CX expert, on our show for an awe-inspiring and upbeat discussion on customer journey, employee satisfaction, self-service and much more! Leading The Taylor Reach Group to success in call center and management consulting for almost 20 years, Taylor is the CEO & CCO (Chief Chaos Officer) and one of Canada’s leading contact/call center pioneers, leaders and influencers. a joy indeed

Jon Arnold is a widely followed analyst and thought leader with a strong presence in the media and a focus on communication technologies, unified communications, AI, contact centers and more! We recently talked to Jon about a mindset shift and newfound expectations in adopting new tools and technologies, megatrends, and his favorite piano songs! This is Season 3, Episode 4 of First Contact: Stories of the Call Center!

Today we’re joined by a veteran of the contact center industry, a training expert, CEO, author, and podcaster himself - you might know him as the Contact Center Coach - Michael Tamer.  Michael started in the entry levels of the call center, gained more than 40 years of experience in the industry and is a visionary who was at the forefront of contact center quality monitoring software development. He worked his way up to becoming one of the most influential voices of the contact center space,...

Richard Blank, outsourcing industry leader and the CEO of Costa Rica's Call Center, joins our podcast for an exciting new episode. Christian and Richard discuss what makes a successful phone call, strong corporate culture and leadership, owning engagement through retro gaming, to name a few themes.  Tune in on a new story, one of many twists and turns, while Richard is taking us along his fascinating journey of building and leading one of the largest BPOs of Central America. 

Well, well, well, if it’s not the first episode from season three of the First Contact: Stories of a Call Center podcast! We have the pleasure of kicking off this new journey with one of the most widely-known individuals in the ARM landscape. Harry Strausser III is a well-respected voice of the collection industry and a certified ACA instructor, educator, and speaker. Join us in this talk on self-service and the future of collections, bringing in new perspectives, the importance of training,...

Whew, what a wild ride it's been for our show this year. This month, we're ending on a high as you've come to expect. We've got Michael Ferree here to chat with Christian about a topic that's been eluding our show for a surprising amount of time considering we're all about contact centers. Of course, we're talking about Lead Generation. Michael is an industry connneiseur, leading two major events in the contact center space - Lead Generation World and Contact.io. Beyond this, his expertise...