In this episode of First Contact: Stories of the Call Center, we sit down with Colleen Beers, a dynamic leader with over 20 years of experience in transforming the contact center and CX industry. From her journey from a call center agent to a top executive, Colleen shares invaluable insights on leadership, employee empowerment, and the future of customer experience. We explore how AI is revolutionizing the industry, the importance of cross-functional teams, and the role of culture in driving success. Whether you're a CX professional or a business leader, this episode is packed with actionable takeaways. Listen now to discover how to lead purposefully, embrace innovation, and create impactful customer journeys.