How to Build a People-First Contact Center That Actually Reduces Turnover: Sam Falletta

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 delivering results. We also unpack the evolution of leadership, the hidden cost of disengagement, and why automation without a human core is a missed opportunity.