First Contact: Stories of the Call Center

58 Episodes

1. From Cost Center to Profit Driver: The CX Transformation Blueprint: Camila Ferreira

   Published: 3/12/2025
2. AI-Driven Compliance & Sales: How Contact Centers Can Stay Ahead: Nima Hakimi

   Published: 2/12/2025
3. Debunking Business Myths: The Leadership Blueprint for Contact Centers: Steve Bederman

   Published: 1/15/2025
4. What's Next for Contact Centers? Leadership, CX, and AI Insights: Colleen Beers

   Published: 11/13/2024
5. Empowering Women and Event Success in Lead Generation: Sara Malo

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

    Published: 5/29/2023