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Text Content

Search for:Search Button
 * NobelBiz Omni+ Omnichannel Contact Center Solution
   * Inbound Voice Interactions
   * Outbound Voice Interactions
   * Omnichannel Customer Engagement
   * Infrastructure – NobelBiz Omni+
 * NobelBiz Contact Center Voice Carrier
   * NobelBiz LocalTouch®
 * Resources
   * Webinars
   * Workshop Series
   * Podcast: First Contact
   * Biz Uncut: Business as it Comes
   * Steve Bederman’ Resource Collection
   * Blog
   * eBooks
   * White Papers
   * Guides
   * Infographics
 * Verticals | Contact Center Solutions
 * Who is NobelBiz?
 * Contact Us!

Linkedin Facebook Twitter Youtube
 * Call 800.975.2844
 * sales@nobelbiz.com

Languages
 * English
 * French


 * Products
   *  * Omnichannel Contact Center Software
     
      * Voice Carrier
     
      * Cloud Contact Center Solution
     
      * Omnichannel Contact Center
     
     
      * Unified Agent Desktop
     
      * Virtual Enviroment for Agents
      * Work From Home
      * Dynamic Agent Scripting
      * Real Time Monitoring
     
     
      * Inbound Voice
     
      * Automatic Call Distribution
      * Interactive Voice Response
      * Computer Telephony Integration
      * Automatic Speech Recognition
     
     
      * Outbound Voice
     
      * Predictive Dialing
      * Preview Dialing
      * Automatic Preview Dialing
      * Progressive Dialing
     
      * Customer Engagement
     
      * Conversational SMS
      * Email Management
      * Live Webchat
      * Web Callback
     
     
      * Reporting & Analytics
     
      * Supervisor Dashboards
      * Reporting Software
      * Call Center Analytics
      * Quality Management
     
     
      * Infrastructure
     
      * Customer Support
     
      * Compliance
     
      * Solutions for Call Labeling & Blocking
     
      * Localtouch Caller ID Management
     
      * Bulk SMS
     
      * A2P 10DLC Messaging Standard
     
      * Dragon Call initiator + Call Guard
     
      * SHIELD Outbound Auto Attendant
     
      * SMRT Inbound Traffic Routing Platform
     
      * Stir/Shaken
     
      * Voice Carrier Infrastructure
 * Solutions
   * By Industry
      * Overview of verticals
      * Lead Generation
      * Business Process Outsourcing
      * Collections
      * Sales & Telemarketing
      * Customer Service
      * Fundraising & Charity
     
     
     By Size
      * Enterprise
      * Small & Mid-Market
 * Resources
   *  * Webinars
      * Podcast: First Contact
      * Workshops
      * Demo Videos
      * BizUncut Video Series
      * Steve Bederman's Collection
      * Partners
     
      * Blog
      * Case Studies
      * Whitepapers
      * eBooks
      * Infographics
      * Guides
      * Glossary
 * Customer Stories
 * About Us
   *  * Why Nobelbiz?

Search for:Search Button
Contact us

Listen to the last podcast episode:


LATEST EPISODE | AUGUST 29, 2024

#47: The Loneliness Epidemic: How CX Can Bridge the Gap, with Nate Brown


CELEBRATING OUR TMCNET TECH PODCAST AWARD WIN

We are thrilled to share the exciting news that “First Contact” has been honored
with the prestigious TMCnet Tech Podcast Award! This recognition is a testament
to our commitment to shedding light on the captivating world of call centers, a
sector often hidden in plain sight.

We’re immensely proud of this achievement and invite you to explore these
compelling narratives that have captured the attention of the tech podcast
community. Join us in celebrating this milestone and delve into the episodes
that are making waves in the podcasting world.


ABOUT THE PODCAST

First Contact Podcast it’s about a journey: in business, relationships and
everyday life.

Because no one wakes up one morning and says: ‘I want to work in a call
center!’, we wanted to share the compelling stories of tech leaders and
entrepreneurs and how they found their way into the call center industry.

The multifarious topics, varying from technology to leadership, from recruitment
to customer and agent experience are building our mission of bringing real
conversations with the brightest thought leaders, and business owners.

Host Christian Montes poses questions about their life, their path, their
struggles and successes, and most importantly – his conversational style is
designed to help his guests open up and share their inspiring experiences and
inspire thousands of loyal listeners.



SEASON #5

SEASON #4

SEASON #3

SEASON #2

SEASON #1

Nate
Brown

#47

Season 5 | Episode 7


THE LONELINESS EPIDEMIC: HOW CX CAN BRIDGE THE GAP, WITH NATE BROWN

Join us in this enlightening episode as Nate Brown, a seasoned CX leader,
unveils the transformative power of customer-centric business models. Nate
delves deep into how building community and embracing vulnerability within
digital spaces can dramatically enhance customer loyalty and brand perception.
Discover practical insights on fostering genuine customer relationships through
co-creation and proactive customer service strategies that turn challenges into
opportunities for growth. Tune in to learn how you can elevate your brand by
genuinely engaging with your customers.
Listen here

Milan
Batinich

#46

Season 5 | Episode 7


THE JEPPP PHILOSOPHY: MILAN BATINICH’S GUIDE TO PROFESSIONAL FULFILLMENT

Milan shares his journey from a shy 19-year-old to a seasoned professional in
the contact center industry, offering insights into the importance of finding
meaningful work and cultivating joy and fulfillment. We’ll explore the evolving
role of AI in contact centers, the balance between technology and the human
touch, and the future trends that will impact businesses. Milan provides
practical strategies for hiring and retaining top talent, emphasizing the
significance of employee engagement in achieving exceptional customer
experiences.
Listen here

Thomas
Paley

#45

Season 5 | Episode 5


TRANSFORMATIVE LEADERSHIP: HARNESSING AI AND EQ FOR BETTER CUSTOMER
INTERACTIONS, WITH THOMAS PALEY

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 customizing motorcycles, help
him stay balanced and inspired.
Listen here

John
Coulter

#44

Season 5 | Episode 4


BPO EXCELLENCE: EMPLOYEE RETENTION, ENGAGEMENT, AND A PEOPLE-FIRST MINDSET, WITH
JOHN COULTER

In this podcast episode we talk to John Coulter, Vice President of Call Center
Outsourcing Services at Five Star Call Centers. John’s story is one of
innovation, dedication, and the relentless pursuit of excellence in customer
experience. With over a decade of experience, he has been at the forefront of
transforming call centers from mere service hubs into key drivers of business
growth and customer loyalty.

Listen here

Jay
Baer

#43

Season 5 | Episode 3


SPEED OF BUSINESS, THE ROI OF EMPATHY AND INNOVATION IN CX, WITH JAY BAER

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 that are 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 the customer journey.

Listen here

Joshua
Feast

#42

Season 5 | Episode 2


FEELING THE FUTURE: EMOTION AI & CONVERSATION IN CALL CENTERS, WITH JOSH FEAST

In this episode, we’re joined by Josh Feast, the visionary CEO and co-founder of
Cogito, who is reshaping the landscape of human interaction through technology.

In this engaging conversation, we delve into how artificial intelligence and
real-time guidance systems are enhancing the emotional intelligence of customer
service agents, the critical role of leadership in the tech-driven world, and
Josh’s personal journey through the highs and lows of entrepreneurship. This
episode is a must-watch for anyone interested in the future of technology, human
connection, and the power of innovative leadership.

Listen here

Frank
Mona III

#41
Season 5 | Episode 1


TRANSFORMING CONTACT CENTERS THROUGH SERVANT LEADERSHIP AND INNOVATION, WITH
FRANK MONA III

In this episode, Frank takes us on a journey through the intricate world of
contact centers, from the traditional voice-based models to the modern,
omni-channel approach that caters to a diverse array of customer preferences.

He reflects on the cultural nuances and strategic considerations of operating
onshore, nearshore, and offshore centers, providing a global perspective on
delivering exceptional customer experiences.

Listen here

SOME OF THE FEATURED GUESTS WE HAD ON THE SHOW

Shep Hyken
Juanita Coley
Harry Strausser III
Steve Bederman
Jason Cutter
Colin Shaw
Brad Cleveland
Michael Tamer
Gary Pudles
Bob Furniss
Michael Ferree
Jon Arnold


ABOUT OUR PODCAST HOST

With over 15 years of leveraging technology and creative tactics to drive
outcomes, Christian has worked with some of the largest Enterprise Contact
Centers, BPOs, and Global CCaaS providers in the world.

Host of the First Contact – Stories of the Call Center Podcast, where he
interviews leaders from the contact center industry searching for new insights,
tips, and stories. Also, host of the NobelBiz | Webinar Series, which brings top
leaders in the industry together to discuss important topics and share best
practices.

‘It’s really not about being only a call center. This business is driving
outcomes for other companies and how they interact with people.’
 * Why NobelBiz?

 * Customer Support
 * Customer Stories
 * Demo Videos
 * About us
 * Why Nobelbiz?
 * Partners
 * Events
 * Contact Us


 * Products

 * NobelBiz Omni+ Contact Center Software
 * Cloud Contact Center Solution
 * Voice Carrier
 * Compliance and Security
 * Localtouch Intelligent Caller ID Management
 * Unified Agent Desktop
 * Inbound Voice Interactions
 * Outbound Voice Interactions

 * Verticals/ Solutions

 * Enterprise
 * Small & Mid-Market
 * Lead Gen
 * Business Process Outsourcing (BPO)
 * Collections
 * Sales & Telemarketing
 * Fundraising - Charity
 * Customer Service

 * Features

 * Automatic Call Distribution (ACD)
 * Interactive Voice Response (IVR)
 * Dynamic Routing (DBR)
 * Computer Telephony Integration (CTI)
 * Predictive Dialer
 * Preview Dialer
 * Progressive Dialer
 * Automatic Preview Dialer
 * Social Media for Contact Centers
 * Dragon Call initiator + Call Guard ecosystem

 * RESOURCES

 * Webinar Series
 * First Contact Podcast
 * Workshops
 * BizUncut - Video Series
 * Blog
 * Whitepapers
 * eBooks
 * Infographics
 * Guides
 * Steve Bederman's Collection
 * NobelBiz Charity Initiative


 * © 2023 NobelBiz
 * Terms & Conditions
 * Privacy Policy
 * Cookie Policy

 * © 2023 NobelBiz
 * Terms & Conditions
 * Privacy Policy
 * Cookie Policy

Linkedin Facebook Twitter Youtube
 * English



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