First Contact: Stories of the Call Center
Because no one pictures themselves working at a call center, First Contact: Stories of the Call Center is a monthly podcast about how tech leaders and entrepreneurs found their way into the contact center industry.
Episodes
Data first outbound that performs and protects.
Joe Laskowski joins Christian to show how to build compliant outreach that still hits the number. They cover buyer and seller alignment, vendor proof of consent, DNC and STOP handling, AI in outreach, and launching tech quickly without creating risk.
Guest: Joe Laskowski, CEO and Managing Partner, Saguaro Global Consulting Host: Christian Montes
Subscribe for monthly episodes on cont...
AI is changing outbound fast. So are lawsuits. The “TCPA Czar” Eric Troutman joins Christian to unpack how to run outreach without getting burned.
We cover the class action surge, AI-driven calling, robocalls, Do Not Call rules, quiet hours, wrong numbers, reassigned numbers, loyalty SMS pitfalls, and the culture shifts needed to make compliance stick. Practical plays to protect your brand and keep phones ringing for the right reas...
Mike McGuire, Chief Revenue Officer at NobelBiz, joins First Contact: Stories of the Call Center to share his incredible rise from teenage call center agent to industry leader shaping the future of CX. With decades of experience across fundraising, BPO operations, and technology, Mike opens up about the challenges of managing growth, balancing in-house and outsourced teams, and the real reasons why so many tech implementations fai...
In this episode of First Contact: Stories of the Call Center, Amanda Pietrocola, CEO of Momentum Technology, shares her unconventional journey from college intern to tech entrepreneur. Dive into the launch of the Telecom Trust Center, a groundbreaking solution for real-time phone number intelligence and fraud prevention. Amanda also discusses how she navigates innovation with integrity, champions company culture in remote setting...
AI bots beat humans: what does that say about your contact center? In this episode of First Contact: Stories of the Call Center, Phil Bennett from Empire Today breaks down what most leaders get wrong about digital transformation. From the early days of chat support in 2002 to today’s AI-assisted agents, Phil has seen it all—and he’s got the hard truths (and ROI stats) to prove it. He shares why assigning your top phone agents to ...
In this episode of First Contact: Stories of the Call Center, we go deep with Vern Fernandez from Jabra, the guy who's turning headsets into high-performance AI-powered CX tools. We're talking about devices that detect tone, improve agent empathy, reduce call times, and, even more impressively, alert you when your dog is barking too loudly to ensure a good customer experience. This isn’t some gadget talk -this is a wake-up call fo...
How do you build a contact center where people want to stay? In this episode of First Contact: Stories of the Call Center, we sit down with Sam Falletta, CEO of Incept, who shares how he built a people-first company culture that reduces turnover and drives performance. From rewriting rigid attendance policies to embedding mental health support into operations, Sam takes us deep into the realities of leading with empathy while de...
Customer Experience (CX) isn't just about service—it's a revenue engine. In this episode, Christian Montes sits down with Camila Ferreira, Founder & CEO of Rise UP, to explore how businesses can transform CX from a cost center into a powerful growth driver. With over 20 years of global experience, Camila shares her journey from finance to CX leadership, the importance of data-driven strategies, and how companies can align their...
AI is transforming sales and compliance in contact centers—are you keeping up? In this episode of First Contact: Stories of the Call Center, Nima Hakimi, CEO & Co-Founder of Convoso, breaks down how AI-driven compliance, real-time agent coaching, and smarter tech adoption are reshaping the industry. Discover why most contact centers fail at implementing new technology, how to leverage AI without wasting time and money, and why ...
What if the biggest lessons you’ve learned about business and leadership were based on myths? In this episode of First Contact: Stories of the Call Center, Christian Montes hosts Steve Bederman, President of NobelBiz, as they dive into the truths behind common leadership misconceptions. Steve unpacks the “family culture” myth in businesses, breaks down the complexities of loyalty in the workplace, and shares his experience navigat...
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...
In this episode of First Contact: Stories of the Call Center, host Christian Montes sits down with marketing trailblazer Sara Malo to discuss her inspiring journey and her role in transforming the lead generation industry.
As VP of Partnerships at Lead Generation World, President of LinkUnite, and a leader at Contact.io, Sara shares her experiences in breaking through barriers in a male-dominated industry, empowering women, and re...
In this episode of First Contact: Stories of the Call Center, Christian Montes sits down with customer experience (CX) expert Annette Franz to explore the vital connection between employee experience (EX) and delivering exceptional CX.
Annette shares her insights on building a customer-centric culture, effective journey mapping, and the role of data in improving customer interactions. The conversation dives deep into how AI and ...
🎧 In today’s episode, Nate Brown shares his expert insights on leveraging customer-centric models and community to boost brand loyalty. Learn how integrating digital communities can transform customer interactions and feedback into a strategic advantage for your business.
Nate discusses the crucial role of transparency and co-creation in deepening customer relationships and how these efforts can lead to sustainable success. Don’t...
Join us for an enlightening episode of First Contact: Stories of the Call Center, featuring Milan Batinich, a dynamic speaker, coach, and entrepreneur dedicated to helping individuals discover joy, energy, passion, peace, and purpose—what he calls 'JEPPP'—in their careers. Milan brings a wealth of experience from operational and sales roles across start-ups and Fortune 100 companies, making him a powerful advocate for employee enga...
In this episode of "First Contact: Stories of the Call Center," Christian Montes interviews Thomas Paley, Director of Corporate Telecommunications and Contact Center Services at Hilton Grand Vacations. Thomas discusses his leadership philosophy, highlighting the importance of emotional intelligence, team empowerment, and soft skills. He also explores the future of AI in customer service and shares how his creative hobbies, like cus...
In this podcast episode, we sit down with John Coulter, Vice President of Call Center Outsourcing Services at Five Star Call Centers. With over a decade of experience in the industry, John has been a trailblazer in transforming call centers into key drivers of business growth and customer loyalty.
He shares his journey from starting on the phones to leading a team, emphasizing the importance of employee retention, engagement, and ...
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 t...
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 epi...
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, a...
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