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First Contact: Stories of the Call Center

by NobelBiz Studios

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Latest episodes

Data-First Outbound, Building Performance and Trust | Guest: Joe Laskowski

October 22, 2025 · 53 min

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

September 18, 2025 · 1 hr 3 min

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…
Call Center Growth Strategy: From Agent to CRO with Mike McGuire

August 20, 2025 · 1 hr 11 min

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

July 23, 2025 · 59 min

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

June 26, 2025 · 1 hr 0 min

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…

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

May 28, 2025 · 50 min

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

April 17, 2025 · 60 min

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

March 12, 2025 · 53 min

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

February 12, 2025 · 45 min

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

January 15, 2025 · 1 hr 8 min

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

November 13, 2024 · 1 hr 6 min

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…
Empowering Women and Event Success in Lead Generation: Sara Malo

October 16, 2024 · 59 min

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…

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About the show

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.