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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
   * Blog
   * eBooks
   * Steve Bederman’ Resource Collection
   * Webinars
   * White Papers
   * Workshop Series
 * 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
     
      * 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

Search for:Search Button
Contact us

Listen to the last podcast episode:


LATEST EPISODE | NOVEMBER 2, 2023

#40: Empathy-Driven Contact Centers: From Complaints to Connections, with Dr.
Natalie Petouhoff


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 #4

SEASON #3

SEASON #2

SEASON #1

Natalie
Petouhoff

#40

Season 4 | Episode 10


EMPATHY-DRIVEN CONTACT CENTERS: FROM COMPLAINTS TO CONNECTIONS, WITH DR. NATALIE
PETOUHOFF

In today’s episode, we delve deep into the heart of business transformation,
shedding light on the paramount importance of empathy in shaping both customer
and employee experiences. Dr. Natalie Petouhoff, renowned business consultant
and a guiding force behind some of the world’s most prominent brands like
Salesforce, Hulu, General Motors, and Procter & Gamble, shares her insights on
how genuine empathy doesn’t just resonate on a human level but can also
significantly boost revenue while reducing costs.
Listen here

Chris
Robinson

#39

Season 4 | Episode 9


THE ROLE OF SELF-SERVICE IN REDUCING CHURN IN CONTACT CENTERS, WITH CHRIS
ROBINSON

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 contact
center challenges.

Listen here

Neal
Topf

#38

Season 4 | Episode 8


FROM NEARSHORE TO GLOBAL: CONTACT CENTER OUTSOURCING EXCELLENCE, WITH NEAL TOPF

In 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.

Listen here

Dr. Hui
Wu-Curtis

#37

Season 4 | Episode 7


FROM CUSTOMER TO LEADER: BRIDGING GAPS IN CONTACT CENTER OPERATIONS, WITH DR.
HUI WU-CURTIS

Today, we’re joined by a renowned figure in the contact center space, Dr. Hui
Wu-Curtis. Operations Geek, Disruptor, and an advocate for DEI, she’s also the
recipient of numerous awards including the Silver Globee award for Executive
Excellence. With over two decades of experience leading B2B and B2C contact
centers across a range of industries and 65 countries, Dr. Hui is a powerhouse
of knowledge and innovation.
Listen here

Micah
Peterson

#36

Season 4 | Episode 6


KNOWLEDGE MANAGEMENT AND AI REAL-TIME GUIDANCE FOR CONTACT CENTERS, WITH MICAH
PETERSON

In 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.

Listen here

Dan
Greenwell

#35

Season 4 | Episode 5


NAVIGATING COMPLIANCE CHALLENGES IN THE CONTACT CENTER INDUSTRY, WITH DAN
GREENWELL

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.
Listen here

Jim
Iyoob

#34

Season 4 | Episode 4


MASTER CALL CENTER CUSTOMER SERVICE IN THE DIGITAL AGE, WITH JIM IYOOB

Get 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.

Listen here

Eric
Sims

#33

Season 4 | Episode 3


CONTACT CENTER EXCELLENCE, BRAND SLAUGHTERING AND REMOTE REVOLUTION, WITH ERIC
SIMS

Ladies 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.
Listen here

Rob
Bayer

#32

Season 4 | Episode 2


EMPOWERING YOUR CUSTOMERS STRATEGIES FOR SUCCESS IN CONTACT CENTERS, WITH ROB
BAYER

Are 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.
Listen here

Brad
Cleveland

#31

Season 4 | Episode 1


BEYOND TRANSACTIONAL: TAKING CUSTOMER SERVICE TO THE NEXT LEVEL, WITH BRAD
CLEVELAND

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 metrics. His mission is to help organizations thrive in
the ever-evolving customer experience landscape, and he’s here to share his
expertise with us. So, prepare to be inspired and take notes as Brad Cleveland
joins us on the show! Don’t miss this exciting episode. Tune in now!
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
 * 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 Services

 * 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


 * © 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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