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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 outreach, and launching tech quickly without creating risk. Guest: Joe Laskowski, CEO and Managing Partner, Saguaro Global Consulting Host: Christian Montes Subscribe for monthly episodes on contact center growth and compliance.

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 Amin Host: Christian Montes, COO at NobelBiz Subscribe for monthly episodes on contact center growth and compliance.

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.

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.

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.

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 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.

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 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!

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.

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.

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 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, compliance, and the integration of AI. If you're looking for expert advice on navigating the evolving landscape of lead generation, digital marketing, and event management, this episode is a must-listen.

In 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 customer service strategy, this episode is packed with valuable takeaways to help you succeed in today’s business landscape.

🎧 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!

Join 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 meaningful work, the evolving role of AI, and the balance between technology and human touch in customer interactions. Milan provides actionable insights on hiring and retaining top talent, highlighting the importance of employee engagement for outstanding customer experiences. Discover the future trends shaping the industry and learn how to adapt quickly with expert guidance. Milan's dedication to wellness, financial, and professional goals fuels his approach to leadership and coaching. This conversation is packed with valuable takeaways to help you motivate your teams, enhance retention, and find purpose in your work. Tune in now for an inspiring episode with Milan Batinich on First Contact: Stories of the Call Center!