NobelBiz Studios - Podcast Details

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Business NinjasThe Highest-Rated Contact Center Platform & Solution | Michael McGuire of NobelBiz | Business Ninjas PodcastIn this episode of Business Ninjas, host Andrew Lippman chats with Michael McGuire, Chief Revenue Officer at NobelBiz, a leader in omnichannel contact center solutions and carrier services. With over 30 years of experience running and fixing call centers, Michael shares why NobelBiz stands out in a crowded tech space: it’s built by people who’ve actually lived the contact center life. From telecom cost savings and spam-call suppression to AI innovation and crisis-proof infrastructure, they unpack how NobelBiz helps companies future-proof customer experience and stay compliant in a fast-evolving landscape.💡 Carrier-Backed, Customer-Centered, and Contact-CrucialNobelBi...2025-07-1133 min

First Contact: Stories of the Call CenterFrom Cold Calls to Chatbots - The Evolution of Contact Centers: Phillp BennettAI 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 nea...2025-06-261h 00

First Contact: Stories of the Call CenterThe Most Underrated Driver of CX Performance? Your Headset, with Vern FernandezIn 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. 2025-05-2850 min

First Contact: Stories of the Call CenterHow 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...2025-04-1759 min

First Contact: Stories of the Call CenterFrom Cost Center to Profit Driver: The CX Transformation Blueprint: Camila FerreiraCustomer 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, an...2025-03-1252 min

First Contact: Stories of the Call CenterAI-Driven Compliance & Sales: How Contact Centers Can Stay Ahead: Nima HakimiAI 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 C...2025-02-1244 min

First Contact: Stories of the Call CenterDebunking Business Myths: The Leadership Blueprint for Contact Centers: Steve BedermanWhat 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...2025-01-151h 08

First Contact: Stories of the Call CenterWhat's Next for Contact Centers? Leadership, CX, and AI Insights: Colleen BeersIn 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...2024-11-131h 06

First Contact: Stories of the Call CenterEmpowering Women and Event Success in Lead Generation: Sara MaloIn 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 redefining the event space in the digital age. From the founding of LinkUnite to her innovative event strategies, Sara offers valuable insights into how businesses can thrive through meaningful collaboration...2024-10-1658 min

First Contact: Stories of the Call CenterBuilding a Customer-Centric Culture: Annette FranzIn 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 automation are shaping the future of contact centers, the importance of leadership alignment, and practical tips for aspiring entrepreneurs. Whether you're leading a team or looking to enhance your c...2024-09-1858 min

First Contact: Stories of the Call CenterThe Loneliness Epidemic - How CX Can Bridge the Gap: Nate Brown🎧 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 miss out on these valuable lessons on building a resilient, customer-focused brand! 2024-08-2852 min

First Contact: Stories of the Call CenterThe JEPPP Philosophy: Milan Batinich’s Guide to Professional FulfillmentJoin 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 engagement and professional fulfillment. In this episode, Milan shares his inspiring journey from a shy 19-year-old to a seasoned expert in the contact center industry. We dive into the critical aspects of finding mean...2024-07-241h 01

First Contact: Stories of the Call CenterTransformative Leadership: Harnessing AI and EQ for Better Customer Interactions: Thomas PaleyIn 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. Tune in for an engaging conversation filled with practical advice for anyone looking to excel in the contact center industry. ___________________________________________________ 🔗 Stay connected: https://www.nobelbiz.com...2024-06-1259 min

First Contact: Stories of the Call CenterBPO Excellence: Employee Retention, Engagement, and a People-First Mindset: John CoulterIn 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 a people-first mindset. Join us as we delve into the innovations and strategies that make Five Star Call Centers stand out in the competitive BPO landscape. 2024-05-2948 min

First Contact: Stories of the Call CenterSpeed of Business, The ROI of Empathy and Innovation in CX: Jay BaerJoin 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 the customer journey. What You'll Discover in This Episode: 🕒 The Crucial Role of Speed: How rapid response times are redefining customer satisfaction. 🤝 Empathy as a Business Strategy: Learn from a real...2024-04-241h 01

First Contact: Stories of the Call CenterFeeling the Future: Emotion AI & Conversation in Call Centers: Josh FeastTune 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 episode offers a rare glimpse into the future of human-centric technology and its potential to enhance empathy and understanding in every interaction. 2024-03-0656 min

First Contact: Stories of the Call CenterTransforming Contact Centers through Servant Leadership and Innovation: Frank Mona IIIThis 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, and forward-thinking strategies. Whether you're a seasoned pro in customer service or just passionate about the power of technology and leadership, this episode promises a treasure trove of knowledge and inspiration. Tune i...2024-02-0752 min

First Contact: Stories of the Call CenterEmpathy-Driven Contact Centers: From Complaints to Connections: Dr. Natalie PetouhoffOur last episode of Season 4 brings a refreshing perspective to the forefront of business transformation. Join us as we converse with Dr. Natalie Petouhoff, the visionary business consultant who has spearheaded transformative initiatives for giants like Salesforce, Hulu, General Motors, and Procter & Gamble. Together, we explore the core essence of empathy in redefining customer and employee experiences. In a world where business metrics often overshadow human connections, Dr. Natalie highlights the potent synergy of contact centers, technology, and the irreplaceable human touch. Discover the compelling narrative of 'Empathy in Action' and how it not only enriches interactions...2023-11-011h 01

First Contact: Stories of the Call CenterThe Role of Self-Service in Reducing Churn in Contact Centers: Chris Robinson🎙️ Exciting News! Our latest podcast episode is now LIVE! Join us as we sit down with industry pioneer, Chris Robinson from Awaken, who has been at the forefront of customer communications for over 20 years. Dive deep into the evolution of self-service, the intricacies of onboarding in today's digital landscape, and the strategies to tackle churn effectively. Chris shares not only his vast expertise but also his passion for delivering exceptional experiences for clients, customers, and employees alike. Don't miss out on these invaluable insights that can transform the way you approach contac...2023-10-1046 min

First Contact: Stories of the Call CenterFrom Nearshore to Global: Contact Center Outsourcing Excellence: Neal TopfIn this insightful episode, we sit down with the dynamic Neal Topf, co-founder of Callzilla, the powerhouse behind some of the most outstanding outsourced contact center and business process services globally. With its roots firmly planted in sunny Miramar, Florida, Callzilla has been a beacon of excellence, pushing the boundaries of customer care and acquisition services across various sectors. Neal shares his riveting journey, from the genesis of Callzilla to its evolution into a top-ranked outsourced contact center that has won admiration and awards in the industry. 2023-09-061h 01

First Contact: Stories of the Call CenterFrom Customer to Leader: Bridging Gaps in Contact Center Operations: Dr. Hui Wu-CurtisWelcome to another exciting episode of our podcast! This week, we are thrilled to have Dr. Hui Wu-Curtis with us. A known disruptor, operations geek, advocate for DEI, and a Silver Globee award recipient for Executive Excellence, Dr. Hui is a force to be reckoned with in the contact center industry. n this episode, we delve into her vast experience of leading B2B and B2C contact centers across 65 countries, traversing multiple industries. We discuss her journey, from the consumer end to the provider end of the call center operations. She offers rich insights o...2023-08-091h 07

First Contact: Stories of the Call CenterKnowledge Management and AI Real-time Guidance for Contact Centers: Micah PetersonIn the rapidly evolving world of contact centers, the convergence of knowledge management and artificial intelligence stands at the forefront of transformation. This latest episode welcomes Micah Peterson, a seasoned professional with over 15 years in the knowledge management sector. As a Knowledge-Centered Services (KCS) certified expert, Peterson has not only revolutionized organizational knowledge strategies but has also crafted patented software to empower businesses globally. Tune in to garner insights from an industry trailblazer and discover how real-time guidance is reshaping the contact center landscape. 2023-07-2556 min

First Contact: Stories of the Call CenterNavigating Compliance Challenges in the Contact Center Industry: Dan GreenwellWelcome to the newest episode of First Contact: Stories of the Call Center! In this episode, we're joined by none other than Dan Greenwell, the CEO of Customer Dynamics. With over three decades of business experience in executive roles, Dan has a wealth of insights and knowledge to share. His company, Customer Dynamics, is a leading force in creating innovative, cost-effective, and user-friendly contact center solutions. 2023-06-2859 min

First Contact: Stories of the Call CenterMaster Call Center Customer Service in the Digital Age: Jim IyoobGet ready to dive into the newest episode of our podcast, where we had an engaging and insightful conversation with the brilliant Jim Iyoob, Chief Customer Officer at Etech Global Services. 🎙️ Jim is at the helm of a company that is known for its outstanding customer engagement solutions, including contact center services, customer support, sales, and technical support. With years of hands-on experience and strategic insights, he is a master navigator in the ever-evolving landscape of customer expectations and loyalty. In this exciting new episode, Jim breaks down the dramatic transformation of customer expectations over the y...2023-05-2959 min

First Contact: Stories of the Call CenterContact Center Excellence, Brand Slaughtering and Remote Revolution: Eric SimsLadies and gentlemen, welcome to another exhilarating episode of our podcast! Today, we're diving deep into the world of contact centers, brand protection, and the remote revolution with a true industry expert. Get ready to be blown away by the insights and knowledge of Eric Sims, Cofounder & CEO of Leading Edge Connections, America's #1 fully remote outsourced contact center. Not only is Eric an outsourcing guru, but he's also the host of the groundbreaking podcast Preventing Brand$laughter, where he dishes out invaluable advice to businesses looking to protect their brand from self-inflicted sabotage. In this episode, we'll...2023-04-261h 05

First Contact: Stories of the Call CenterEmpowering Your Customers Strategies for Success in Contact Centers: Rob BayerAre you ready to learn the latest and greatest customer empowerment strategies from a seasoned industry expert? In this episode, we have a special guest who shares their secrets to success in contact center management and remote work optimization. Rob Bayer, president of Anomaly Squared is an executive with more than 25 years of contact center experience. He is responsible for the overall strategy and direction of Anomaly Squared, which provides call center services for 20+ mortgage groups with an emphasis on speed to lead and driving high contact rates. Get ready to dive d...2023-03-2756 min

Preventing BrandslaughterHow The BPO Industry Can Adapt To The Modern Customer With Mike McGuireIn this inaugural episode of Preventing Brandslaughter, Jon & Eric talk with Mike McGuire of NobelBiz about the ins and outs, ups and downs of navigating the BPO industry with integrity. The world has changed, and contact center businesses need to adapt to new ways of communicating with customers to remain relevant and profitable. Tune in as Mike shares the secret ingredients to NobelBiz's approach to Preventing Brandslaughter with their own customers.Love the show? Subscribe, rate, review, and share! https://www.lec4you.com/2023-03-1146 min

First Contact: Stories of the Call CenterBeyond Transactional: Taking Customer Service to the Next Level: Brad ClevelandAttention all podcast listeners! Get ready to step up your customer strategy game because we have a treat for you! Our guest today is none other than Brad Cleveland, the global authority on customer strategy and management. With over 45 states and 60 countries under his belt, Brad has worked with top service leaders such as Apple, American Express, and USAA, and has even advised governments worldwide. In this episode, Brad will take us on a journey to uncover the value opportunity of customer experience, and guide us through the new era of CX, personalization, and the most essential...2023-02-031h 00

MISSION DRIVENTips from a Seasoned Tech Founder for Young Entrepreneurs: How to Survive and SucceedSend us a textThis week we are joined by a pioneering technology founder who is here to provide us with a powerful message about creating success as an entrepreneur. He will share essential advice on developing the right mindset needed in order to achieve big things, plus staying focused and optimistic when times inevitably get challenging. As we all seek to navigate the current business climate, this episode could not have arrived at a better time. Tune in and bring your notepads – it could be life-changing information!Thanks for joining us...2023-01-031h 04

First Contact: Stories of the Call CenterLeading the Change for Women in Tech: Juanita ColeyHere we are, at the end of another fascinating season grounded in knowledge and inspiration. This is episode 10 of First Contact Podcast, where we’re diving deep into workforce management in contact centers with one of the most prolific women speakers of this type of enterprise solution, the Contact Center Whisperer and expert – Juanita Coley. Juanita is the CEO and founder of Solid Rock Consulting, a WFM consulting firm. When she’s not busy winning the 2022 “Most Influential Technology Advisors”, she’s constantly on a mission to normalize women in tech and leadership roles and make a positive, pu...2022-11-0839 min

First Contact: Stories of the Call CenterBuilding solutions to solve problems within the business ecosystem: Hemanth GorurJoin us for a new episode with Hemanth Gorur, Vice President of Consulting Services at CGI - a company providing information technology and business process services. Hemanth started his career with CGI as a developer in India in 2001 and has worked in various roles within CGI focusing exclusively on the banking industry. It was great conversation around Hemanth’s story and the journey through CGI’s evolution, seeing that their core values have stayed the same: addressing the ‘so what’ factor and only building solutions to solve problems. Christian and Hemanth also talked about the ecosystem and holistic...2022-10-2456 min

First Contact: Stories of the Call CenterReasons Why Telemarketing and Cold Calling are Still Worth it: Jeremy ChenWelcome to a new episode, where we’ll dive deep into the world of B2B sales with sales expert Jeremy Chen, who helps B2B technology companies perfect their sales teams go-to-market strategy. In this episode, he is dropping some real knowledge on the intricates part of sales management, the structure of a perfect cold call and the mindset behind it, why telemarketing is still alive and the future of outbound calling. 2022-08-0958 min

First Contact: Stories of the Call CenterEmbracing Mistakes and Putting People First, a CX Approach: Bob FurnissCustomer service is one of our favorite topics to tackle in this show, but having Bob Furniss over for this special episode was truly something. For almost 40 years in the industry, Bob Furniss is known as the renowned customer service and experience expert, and his mission will always be driving customer success by designing effective service and support strategies for his clients. This is episode 6, Season 3 from First Contact: Stories of the Call Center, join us on this journey of service mentality, AI, digital front doors and a lesson on living! 2022-07-121h 06

First Contact: Stories of the Call CenterEmployee Satisfaction and a 360 View on Contact Centers, with Colin TaylorIt was a joy to have Colin Taylor, the CX expert, on our show for an awe-inspiring and upbeat discussion on customer journey, employee satisfaction, self-service and much more! Leading The Taylor Reach Group to success in call center and management consulting for almost 20 years, Taylor is the CEO & CCO (Chief Chaos Officer) and one of Canada’s leading contact/call center pioneers, leaders and influencers. a joy indeed 2022-06-1357 min

First Contact: Stories of the Call CenterDigital Transformation and Future of Work for Contact Centers: Jon ArnoldJon Arnold is a widely followed analyst and thought leader with a strong presence in the media and a focus on communication technologies, unified communications, AI, contact centers and more! We recently talked to Jon about a mindset shift and newfound expectations in adopting new tools and technologies, megatrends, and his favorite piano songs! This is Season 3, Episode 4 of First Contact: Stories of the Call Center! 2022-05-111h 02

First Contact: Stories of the Call CenterHolistic Call Center Training using Rewards and Recognition: Michael TamerToday we’re joined by a veteran of the contact center industry, a training expert, CEO, author, and podcaster himself - you might know him as the Contact Center Coach - Michael Tamer. Michael started in the entry levels of the call center, gained more than 40 years of experience in the industry and is a visionary who was at the forefront of contact center quality monitoring software development. He worked his way up to becoming one of the most influential voices of the contact center space, teaching the benefits of quality to organizations all over the world, including the Uni...2022-04-191h 06

Reimagining The Contact Center - with Marc BernsteinKeeping People Promises w/ Steve BedermanSteve and Marc discuss the value of people, whether employees or customers, and how important it is to define your core promise to them…and then follow through with it. Please find episode timestamps below. Steve Bederman is a transformative leader, strategic planning expert, highly regarded contact center industry innovator, and the President and CEO of NobelBiz, a leading contact center technology company. His expertise in corporate restructuring and strategic growth brought him the reputation of a renaissance business leader. 1:05 - Stories of the contact center podcast 2:38 - How do you identify when someone ha...2022-03-2542 min

First Contact: Stories of the Call CenterCall Center Culture and The Secret Sauce of a Successful Phone Call: Richard BlankRichard Blank, outsourcing industry leader and the CEO of Costa Rica's Call Center, joins our podcast for an exciting new episode. Christian and Richard discuss what makes a successful phone call, strong corporate culture and leadership, owning engagement through retro gaming, to name a few themes. Tune in on a new story, one of many twists and turns, while Richard is taking us along his fascinating journey of building and leading one of the largest BPOs of Central America. 2022-03-2357 min

First Contact: Stories of the Call CenterChanging Customer Perceptions in the Collection Industry and the Rise of Self-Service: Harry Strausser IIIWell, well, well, if it’s not the first episode from season three of the First Contact: Stories of a Call Center podcast! We have the pleasure of kicking off this new journey with one of the most widely-known individuals in the ARM landscape. Harry Strausser III is a well-respected voice of the collection industry and a certified ACA instructor, educator, and speaker. Join us in this talk on self-service and the future of collections, bringing in new perspectives, the importance of training, and many more topics! 2022-02-161h 02

First Contact: Stories of the Call CenterReinventing Lead Generation for New Consumer Behaviors: Michael FerreeWhew, what a wild ride it's been for our show this year. This month, we're ending on a high as you've come to expect. We've got Michael Ferree here to chat with Christian about a topic that's been eluding our show for a surprising amount of time considering we're all about contact centers. Of course, we're talking about Lead Generation. Michael is an industry connoisseur, leading two major events in the contact center space - Lead Generation World and Contact.io. Beyond this, his expertise and connections in the lead gen space make him THE person to talk to...2021-11-1853 min

First Contact: Stories of the Call CenterReclaiming Sales through Authentic Persuasion: Jason CutterA frank discussion between two seasoned salespeople? A hard look at the concept of persuasion and how to use it for sales? A genuine connection about providing people value through the act of selling? Episode 9 of First Contact, Stories of the Call Center is all of those things and more! Join Christian as he delves deep into the core of sales in a brilliant discussion with Jason Cutter, podcaster extraordinaire and founder of Cutter Consultancy Group, a sales advisory firm that supercharges sales success for companies around the globe. Learn more about the ins and outs of sales and...2021-10-1551 min

First Contact: Stories of the Call CenterThe Future of Workforce Management for Contact Centers: Daryl GonosWorkforce management is not typically a topic we cover on our show, but this month we've got Daryl Gonos here with us to make that right. He's the Founder & CEO of Community, a modern workforce management solution specifically tailored to omnichannel call centers, currently in use by some of the biggest names in the space. With over 40 years of experience, Daryl talks to Christian about all the shifts in workforce mentalities that happened throughout his career, as well as what agents expect from their managers and senior staff today, moving beyond the pandemic. This is First Contact, Stories of t...2021-09-2442 min

First Contact: Stories of the Call CenterBenchmarking and Training in Today‘s Contact Centers: Bruce BelfioreThis month on First Contact: Stories of the Call Center - Christian is joined by a topmost expert in the field of call center benchmarking, training and certification - Bruce Belfiore. Bruce prides himself in being a man of many experiences, having dual nationality - US and Italian, having been both COO and CFO of different companies, and having hosted the CallTalk Podcast for over 12 years - there's no shortage of business and life lessons in his background. In Episode 7 of Season 2 of our show, he talks about all the main pillars of his business, Benchmark Portal, and how...2021-08-2755 min

Cloudlinx: The CX ExperienceS2: E8 - nobelbiz President Steve BedermanThis was one of the more rare conversations where you talk to a person and find out that you align with their beliefs and their values more and more as the conversations goes forward. In this episode Frank speaks with nobelbiz President Steve Bederman about the industry processes as a whole and NOT the state of technology. It is more a conversation about his core beliefs that impact everything at nobelbiz from "how their product is sold" to "how it is partnering with companies" all the way to "how they are supporting clients as partners". I...2021-07-2743 min

First Contact: Stories of the Call CenterEnabling the Contact Center of the Future with Real-Time Analytics: Marc BernsteinAs the youngest guest we've had on the podcast so far, Marc Bernstein comes into the discussion with Christian with appropriately fresh and exciting ideas. He's the CEO of Balto, a company that's basically synonymous with bleeding edge tech. Launched 3 years ago, they now present themselves to the contact center world as the no. 1 real time guidance for contact centers. In this episode, he explains to us what his team is bringing new to the table, why and how they've already shifted the entire space, and how they plan to evolve beyond that. This is First Contact, Stories of...2021-07-2357 min

First Contact: Stories of the Call CenterCCaaS and The Challenges of Cloud Migration: Frank WassenberghThis month on First Contact, we're talking to a prodigy of call center migration, with many successful operations under his belt and a wealth of fascinating cross-industry experiences. Frank Wassenbergh is the CCaaS Practice Leader and Managing Partner of Cloudlinx, a CCaaS Advisory group dedicated to securing effective and well-though-out migrations for their clients. In this recording, Christian & Frank hit it off speaking about the intricacies of contact center systems, their shared sales experiences, and more. This is First Contact, Stories of the Call Center, season 2 episode 5 with Frank Wassenbergh. 2021-06-1857 min

Amazing Business RadioWinning Customer Trust through Omnichannel Communication Featuring Steve BedermanTop Takeaways: · A customer gives us the gift of trust when they choose us. We must return that trust with integrity, passion, relentless effort, and a sound process. · Society has allowed companies to give customers mediocrity. Returning to do business with companies that do not provide great customer service sets the tone that it is okay to do less. · With so much competition out there, every business cannot afford to provide a bad customer experience. · You can't provide a repeatable and sustainable experience without creating process and training around it. · Trust is the outcome of doing the next right thing. Do the right thing often enough a...2021-06-1525 min

First Contact: Stories of the Call CenterThe Contact Center Tech Shift During the Pandemic: Fred StaceyHow has the contact center world weathered the covid storm from a tech standpoint? For insights on this topic, this month we're joined by Fred Stacey - an expert in contact centers, CCaaS, consultancy, and contact center outsourcing. As the Co-Founder and General Manager of Cloud Call Center Search, a company that specializes in guiding clients to select the best call center solutions for their needs., Fred has a unique perspective on the entire world of all centers. He joins us now to talk about how it all started, and how it went throughout his 25 years of experience in t...2021-05-2156 min

First Contact: Stories of the Call CenterCustomer Memories and The True Value of CX: Colin ShawThis episode we had an absolutely brilliant talk with the most influential person in CX over the past 10 years or more: none other than Colin Shaw. We talked to Colin about his many achievements: from his many books to being named in the top 150 LinkedIn influencers, to his company Beyond Philosophy being named Leading Consultancy by Financial Times 3 years in a row. Christian was on fire this episode and the discussion covered extensive topics such as AI, The Aha Moment, and customer memories (Colin's favorite topic). Listen to Colin Shaw's fascinating story about a milkman to hear how it...2021-04-231h 01

Lead Generation WorldEP 50 Steve Bederman, President at NobelBizOn this podcast we will invite Steve Bederman to join in and share his experience in the contact SaaS industry, how he thinks it will continue to evolve, and how companies can be successful with their inbound and outbound contact strategies.2021-04-2056 min

First Contact: Stories of the Call CenterThe Unexpected Journey of a Serial Entrepreneur: Gary PudlesOne type of entrepreneur we've never featured on or show, but which is very common within the contact center space, is the serial entrepreneur. Gary Pudles, CEO of AnswerNet, has spent a lifetime taking businesses from the rocky contact center path towards the streamlined road to success. Gary's been around the block a few times and many regard him as the topmost authority within the acquisition space. With a fascinating story about his most troubling & complex mergers, Gary explains to Christian what it means to integrate culture within an organization and do it successfully! This is Episode 2 of Season 2...2021-03-191h 04

First Contact: Stories of the Call CenterA Lifetime of Lessons Learned: Steve BedermanWelcome to Season 2! As for our first season, we begin with Steve Bederman, CEO of NobelBiz and Executive Producer of the show you're listening to. He joins Christian Montes to talk about the first season, what his expectations were and how they were surpassed. He also has a few surprises for fans of his writing - so be sure to listen closely for hints about his future endeavors. Above all, the discussion flows around the pandemic and how it affected everything - Steve is hopeful that the bridge we are building together at NobelBiz will get us to where...2021-02-1950 min

Lead Generation WorldEp 48: Michael McGuire, NobelBizIs call services in your blood? Well, it's flowing through Michael McGuire's veins. From the age of 16, he has been working within call centers and he has some excellent best practices to share on this week's podcast. 2021-01-0647 min

First Contact: Stories of the Call CenterChristmas Special - Happy Holidays from NobelBizA short Holiday message from the team at NobelBiz + some fun bloopers and collage featuring the best moments of the first season of First Contact - Stories of the Call Center! Happy Holidays! 2020-12-2204 min

How 2021 Looks for Contact Centers?The contact center world has been pushed ahead 4 to 5 years in 1 year in terms of technology, because of COVID. The rate of adoption of existing tech just exploded. What’s next? What does 2021 bring? Guest: Steve Bederman | President and CEO | NobelBiz Steve Bederman is a published author, accomplished leader, and a highly regarded Contact Center industry innovator. With a phenomenal journey throughout his career, his expertise in corporate restructuring and strategic growth brought him the reputation of a renaissance business leader. He is also an Amazon best-selling author having released a very successful series of corporate thrillers. Now, Steve is the...2020-12-0932 min

First Contact: Stories of the Call CenterExploring the Magic of Amazing Customer Service: Shep HykenFor our season finale here at First Contact, we welcome customer service and support expert extraordinaire - Shep Hyken. A true magician of the contact center space, Shep's been at it for over 40 years and has accumulated a wealth of knowledge. He's got his own TV Show - Be Amazing or Go Home - and he's a New York Times and Wall Street Journal bestselling author, with countless books already published. Get excited an amazingly funny & extremely entertaining expert of the support and experience world. This is First Contact: Stories of the Call Center, Episode 10 of Season 1. 2020-10-231h 01

First Contact: Stories of the Call CenterBonus Recording: Steve on CX Superheroes with Christopher BrooksLast week, Steve had a talk with Christopher Brooks of the Customer Experience Superheroes podcast. The discussion covered a wide array of topics from technology adoption during the pandemic, to how businesses have adapted to service new modes of communication, to how the millennial group views communication, and to how Steve believes the world is built on a consumer-based approach to relations. All extremely fun - so let's listen in! 2020-10-1407 min

Customer Experience SuperheroesCustomer Experience Superheroes - Series 5 Episode 1 - Leadership v Management in CX with Steve BedermanIn this episode CX Superheroes podcast host Christopher Brooks spends time with a true leader in one of the key areas of a customer centricity; customer service. Steve Bederman is the CEO of NobelBiz, a leading contact centre company, with over 250 employees. Having started his career as a call agent some 40 years, Steve has grown several business and is now both a leader and influencer within the contact center sector, Having developed leading approaches to contact centre management and technology solutions, these have proved invaluable to a dazzling array of clients. At NobelBiz he leads b...2020-10-0929 min

First Contact: Stories of the Call CenterExploring Human Voice and Simulation Training: Nancy MunroNancy Munro is a true pioneer of the contact center world. She has revolutionized the space with simulation training solutions that kickstart agent productivity and help them get that deer-in-the-headlights moment that many of them simply need before they start taking real calls with real people. The virtual, remote call center is here, and Nancy's products are essential for adaptability in this new work environment. Dive into our discussion on speech analytics and emotion analytics in First Contact: Stories of the Call Center, Episode 9 of Season 1. 2020-09-2556 min

First Contact: Stories of the Call CenterBonus Recording: Steve on The Sage Executive Podcast with Fernando CoronaRecently, Steve sat down with Fernando Corona of the Sage Executive Podcast. Here's the result of that: an honest discussion about how Steve approaches management, how NobelBiz grew to where it is today, how we celebrate our successes, and many other topics in between. For more episodes from Fernando, be sure to check out his LinkedIn. For more about Steve, just go to NobelBiz.com and search for Steve Bederman. 2020-08-2623 min

First Contact: Stories of the Call CenterThe Lifelong Dream of Customer Support: Roy AtkinsonWith a career as diverse as his, it's a wonder how he ended up in the contact center space. But he did and we're all thankful for it! HDI's Lifetime Achievement Honoree and an overall incredible person we're honored to talk to: Roy Atkinson is our guest this episode. He's had some of the most interesting jobs ever, he's been in a band, he's an all-around tech guy, but if there's one thing he stands by and swears by, it's offering people support. In his words, that's been his driver all his life. So let's listen in on another...2020-08-2153 min

First Contact: Stories of the Call CenterGrowing Up in a Call Center: Thomas LairdPossibly the single most interesting exception to the whole "working in a call center was my college job" thing, Thomas Laird is a business leader that started "working" in a call center at age 9, helping his parents. Many years later, Tom heads his own hundreds-of-agents-strong call center with refreshing wit and wisdom, presenting an innovative approach to problems that plagued the industry for ages. This is First Contact, Stories of the Call Center, Episode 7 of Season 1. 2020-07-2457 min

First Contact: Stories of the Call CenterBonus Recording: Steve on Telecom Reseller with Doug GreenWant to learn about how inbound/outbound volumes are doing during the pandemic? Just hit play. Recently, Steve sat down to talk with Doug Green of Telecom Reseller about the outlook of contact centers during and post-pandemic. His insights are unique because they come from an insider who not only knows what he's talking about, but also cares deeply about his company, the industry, and the businesses we service here at NobelBiz. 2020-07-1520 min

First Contact: Stories of the Call CenterTruth-Telling in the Age of Robocalls: Rebekah JohnsonWhen you're in the industry famed for robocalls, it's difficult to advocate for legal actors that do robocalls. Rebekah Johnson is the no-bs voice that speaks truth to power when it comes to robocalls, contact centers, and keeping the space healthy and accessible for companies while rooting out the bad actors. Hear about her work and her solutions to today's problems right here! This is First Contact, Stories of the Call Center, Episode 6 of Season 1. 2020-06-2650 min

First Contact: Stories of the Call CenterBonus Recording: Steve on Contact Center Insights with Nancy MunroAnd now a break from our usual programming. Here's a short bit of Steve Bederman, CEO of NobelBiz, in conversation with Nancy Munro of Verbal Transactions on her podcast Contact Center Insights. Nancy Munro, CEO of Verbal Transactions has a long history of deploying enterprise learning solutions. Currently, she helps contact centers get their agents up to speed through the use of her immersive contact center simulator ACES. 2020-06-0511 min

First Contact: Stories of the Call CenterThe Emotionally Intelligent Leader: Jim RembachJim Rembach had a long journey in the contact center space, then he got out. He took a few years to realize he wanted back in. So he returned and went all in. Christian sat down with Jim and went back to the basics: how does an emotional intelligence certified specialist go about being a leader in a contact center. Amidst a global pandemic especially. This is First Contact, Stories of the Call Center, Episode 5 of Season 1. 2020-05-2953 min

First Contact: Stories of the Call CenterWhat Makes a True Leader: Christa HeibelWhat does one of the top consultants in the contact center market do when the world is faced with a global pandemic? Rise above. Christa Heibel gives her advice on what contact centers need to do now. As a leader of the industry and president of CH Consulting, she's in a top position to give advice on this complicated issue and how we can better prepare for the future. This is First Contact, Stories of the Call Center, Episode 4 of Season 1. 2020-04-2452 min

First Contact: Stories of the Call CenterSuperwoman Decoded: Cathy KarabetsosCathy Karabetsos really has it all: from being the top woman in the call center industry, to having her own podcast, being CEO of a giant BPO, and let's not forget her 7 miracles - her kids! Christian joined Cathy in Chicago to talk about everything that's going on in her life and how she manages to balance everything while keeping it together and also finding time to sleep! This is First Contact, Episode 3 of Season 1. 2020-03-2043 min

First Contact: Stories of the Call CenterEntrepreneurship as an Adventure Sport: Jake BushThis week, Christian is joined by Jake Bush, founder and CEO of INFOCU5. Jake has a wild road to success in the contact center space ever since he took a job at a call center just to earn a bit of extra money. His life took him from extreme sports to working as a line chef, to film studies, and now to being the CEO of one of the fastest-growing companies in the Contact Center World. This is First Contact, Stories of the Call Center, Episode 2 of Season 1. 2020-02-1837 min

First Contact: Stories of the Call CenterFrom Call Agent to CEO: Steve BedermanChristian Montes, Executive Director of Sales at NobelBiz, talks to Steve Bederman, CEO of NobelBiz, about how he went from recording artist to tech entrepreneur and how he turned his failures into successes. Learn from Steve's vast experience in running contact center operation, with a focus on how leaders can inspire and help their people get to new heights in their careers. This is First Contact: Stories of the Call Center, Episode 1 of Season 1. 2020-01-1638 min