First Contact: Stories of the Call Center

54 Episodes

1. Empowering Women and Event Success in Lead Generation: Sara Malo

   Published: 10/16/2024
2. Building a Customer-Centric Culture: Annette Franz

   Published: 9/18/2024
3. The Loneliness Epidemic - How CX Can Bridge the Gap: Nate Brown

   Published: 8/28/2024
4. The JEPPP Philosophy: Milan Batinich’s Guide to Professional Fulfillment

   Published: 7/24/2024
5. Transformative Leadership: Harnessing AI and EQ for Better Customer Interactions: Thomas Paley

   Published: 6/12/2024
6. BPO Excellence: Employee Retention, Engagement, and a People-First Mindset: John Coulter

   Published: 5/29/2024
7. Speed of Business, The ROI of Empathy and Innovation in CX: Jay Baer

   Published: 4/24/2024
8. Feeling the Future: Emotion AI & Conversation in Call Centers: Josh Feast

   Published: 3/6/2024
9. Transforming Contact Centers through Servant Leadership and Innovation: Frank Mona III

   Published: 2/7/2024
10. Empathy-Driven Contact Centers: From Complaints to Connections: Dr. Natalie Petouhoff

    Published: 11/1/2023
11. The Role of Self-Service in Reducing Churn in Contact Centers: Chris Robinson

    Published: 10/10/2023
12. From Nearshore to Global: Contact Center Outsourcing Excellence: Neal Topf

    Published: 9/6/2023
13. From Customer to Leader: Bridging Gaps in Contact Center Operations: Dr. Hui Wu-Curtis

    Published: 8/9/2023
14. Knowledge Management and AI Real-time Guidance for Contact Centers: Micah Peterson

    Published: 7/25/2023
15. Navigating Compliance Challenges in the Contact Center Industry: Dan Greenwell

    Published: 6/28/2023
16. Master Call Center Customer Service in the Digital Age: Jim Iyoob

    Published: 5/29/2023
17. Contact Center Excellence, Brand Slaughtering and Remote Revolution: Eric Sims

    Published: 4/26/2023
18. Empowering Your Customers Strategies for Success in Contact Centers: Rob Bayer

    Published: 3/27/2023
19. Beyond Transactional: Taking Customer Service to the Next Level: Brad Cleveland

    Published: 2/3/2023
20. Leading the Change for Women in Tech: Juanita Coley

    Published: 11/8/2022