First Contact: Stories of the Call Center

54 Episodes

1. Building solutions to solve problems within the business ecosystem: Hemanth Gorur

   Published: 10/24/2022
2. Performance-driven contact centers and data modeling: Kevin Daly

   Published: 9/28/2022
3. Reasons Why Telemarketing and Cold Calling are Still Worth it: Jeremy Chen

   Published: 8/9/2022
4. Embracing Mistakes and Putting People First, a CX Approach: Bob Furniss

   Published: 7/12/2022
5. Employee Satisfaction and a 360 View on Contact Centers, with Colin Taylor

   Published: 6/13/2022
6. Digital Transformation and Future of Work for Contact Centers: Jon Arnold

   Published: 5/11/2022
7. Holistic Call Center Training using Rewards and Recognition: Michael Tamer

   Published: 4/19/2022
8. Call Center Culture and The Secret Sauce of a Successful Phone Call: Richard Blank

   Published: 3/23/2022
9. Changing Customer Perceptions in the Collection Industry and the Rise of Self-Service: Harry Strausser III

   Published: 2/16/2022
10. Reinventing Lead Generation for New Consumer Behaviors: Michael Ferree

    Published: 11/18/2021
11. Reclaiming Sales through Authentic Persuasion: Jason Cutter

    Published: 10/15/2021
12. The Future of Workforce Management for Contact Centers: Daryl Gonos

    Published: 9/24/2021
13. Benchmarking and Training in Today‘s Contact Centers: Bruce Belfiore

    Published: 8/27/2021
14. Enabling the Contact Center of the Future with Real-Time Analytics: Marc Bernstein

    Published: 7/23/2021
15. CCaaS and The Challenges of Cloud Migration: Frank Wassenbergh

    Published: 6/18/2021
16. The Contact Center Tech Shift During the Pandemic: Fred Stacey

    Published: 5/21/2021
17. Customer Memories and The True Value of CX: Colin Shaw

    Published: 4/23/2021
18. The Unexpected Journey of a Serial Entrepreneur: Gary Pudles

    Published: 3/19/2021
19. A Lifetime of Lessons Learned: Steve Bederman

    Published: 2/19/2021
20. Christmas Special - Happy Holidays from NobelBiz

    Published: 12/22/2020