First Contact: Stories of the Call Center

Outbound Survival Guide: AI, Robocalls, and Real Compliance: Eric Troutman

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 reasons.
Guest: Eric J. Troutman, Founding partner of Troutman AminHost: Christian Montes, COO at NobelBiz
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Call Center Growth Strategy: From Agent to CRO with Mike McGuire

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 fail. He also breaks down how AI is transforming contact centers today, where it still falls short, and what the future looks like for hybrid models of people, process, and automation.Beyond the business side, Mike shares his personal journey of health and resilience, including how Ironman training helped him overcome burnout and sharpen his leadership edge. This episode is packed with insights for contact center professionals, CX leaders, and executives looking to scale smarter, adopt new technology, and stay ahead in a rapidly evolving industry.

From Intern to Innovator: Real‑Time Caller Insights & Entrepreneurial Grit, with Amanda Pietrocola

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 settings, and balances AI with the human side of customer experience. A must-listen for CX leaders, contact center professionals, and anyone invested in the future of trusted communications.

From Cold Calls to Chatbots - The Evolution of Contact Centers: Phillp Bennett

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 chat might negatively impact performance, how a chatbot designed as a fallback ended up outperforming human representatives by nearly double, and why true omnichannel success depends on understanding the unique skill sets each medium demands.
 
Phil also reveals the overlooked value of voice analytics, the blind spots of traditional surveys, and why the real future of CX lies in combining human empathy with machine precision. Whether you’re scaling digital channels or deciding where AI fits in your strategy, this episode will make you rethink how you design customer experiences.

The Most Underrated Driver of CX Performance? Your Headset, with Vern Fernandez

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 for anyone serious about performance, retention, and the future of work.

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.

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

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 customer experience initiatives with revenue goals.
Listen in to discover how to elevate CX, secure a seat at the boardroom table, and build a strategy that drives loyalty, profitability, and sustainable growth.
🎧 Tune in now and start revolutionizing your CX approach!

AI-Driven Compliance & Sales: How Contact Centers Can Stay Ahead: Nima Hakimi

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 the future isn’t about replacing agents—but making them AI-powered super agents. Stay ahead of compliance challenges, optimize your sales strategy, and future-proof your contact center. Watch now and level up your CX game!

Debunking Business Myths: The Leadership Blueprint for Contact Centers: Steve Bederman

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 navigating financial crises with transparency and resilience.Discover how to build real team chemistry, leverage AI without losing the human touch, and avoid the CEO “God Complex.” This conversation is a must-watch for contact center leaders and CX professionals aiming to create sustainable growth in an evolving industry.

What's Next for Contact Centers? Leadership, CX, and AI Insights: Colleen Beers

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 of cross-functional teams, and the role of culture in driving success.
Whether you're a CX professional or a business leader, this episode is packed with actionable takeaways. Listen now to discover how to lead purposefully, embrace innovation, and create impactful customer journeys.