최고 Contact Center 팟캐스트 (2025)

1
The True Surprise Factor Behind Retention and Growth | Episode 55 31:17

10d ago31:17

31:17

Katalin Fritz, Chief Customer & People Officer at Marley Spoon, reveals how pairing rock-solid reliability with well-timed surprises secures weekly reorders. She shares why proactive outbound calls transform contact centers from cost drains to revenue engines and shares how to connect empathy, data, and empowered teams for sustainable retention and…

1
From Intern to Innovator: Real‑Time Caller Insights & Entrepreneurial Grit, with Amanda Pietrocola 58:52

20d ago58:52

58:52

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 s…

1
How to Take Charge with a Champion Growth Model | Episode 54 26:45

17d ago26:45

26:45

Mark Bernardo, VP of Customer Success at IP Fabric, unpacks the Champion Growth Model from naming outcomes and navigating with empathy to building trust through consistency and showing up in emotionally charged moments. He illustrates how every touchpoint can forge champions who drive upsell, renewal, and advocacy. His real-world examples reveal wh…

1
The People-First Customer Experience Strategy | Episode 53 24:55

24d ago24:55

24:55

Senthamizh Selvan Pandian, Head of Customer Success at SAP South-East Asia, explains how a people-first mindset transforms customer experience. He connects employee engagement to retention and revenue growth. Selvan details customer-centric innovation and proactive success practices. His insights deliver a complete blueprint for modern CX leadershi…

1
Solving Dysfunction at All Stages of the Customer Journey | Episode 52 35:59

1M ago35:59

35:59

Sanjeet Kaur Bali, SVP of Global Customer Support, outlines why organizational dysfunction quietly erodes scale, service, and innovation across every function. She explains how support leaders can surface root causes through data and constructive confrontation. She also describes the power of transforming support into a strategic growth engine. “We…

1
BPO Success vs Failure 15:04

1M ago15:04

15:04

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the intersection of sports fandom and the business of contact centers, particularly focusing on business process outsourcing (BPO). They explore the reasons companies choose to outsource their customer service operations, the challenges involved, and the evolving landscape of the BP…

1
CCOs: How to Drop the Victim Mentality to Earn Your Seat at the Table | Episode 50 31:44

1M ago31:44

31:44

Kel Kurekgi, Director of Support at Zapier, delves into the transformation of customer support teams, focusing on how to drop the victim mentality and gain a seat at the table. Kel discusses his journey from media to customer experience, sharing insights on overcoming challenges in the customer support sector. He emphasizes collaboration, empathy, …

1
How to Train BPO Partners to Integrate with Your Sales Team 25:45

1M ago25:45

25:45

Ken Mogensen, Vice President of Sales & Marketing at Sneed Coding Solutions, discusses why treating BPO partners as direct reports transforms customer support into a sales engine. He explains vetting criteria, training approaches, and KPI alignment to ensure partners reflect the company’s values. Throughout the discussion, Ken shares lessons learne…

1
Beyond the Headset: The Foundational Features of Modern Call Center Software 5:27

2M ago5:27

5:27

What does truly effective call center software actually do? This episode cuts through the jargon to uncover the fundamental features that power a high-performing contact center. We'll explore core functionalities like intelligent call routing, interactive voice response (IVR), real-time monitoring, and seamless CRM integrations. Learn how these fou…

1
From Cold Calls to Chatbots - The Evolution of Contact Centers: Phillp Bennett 1:00:12

2M ago1:00:12

1:00:12

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 tr…

1
Client & Partner Collaboration: From Startup Innovations to BPO Excellence | Episode 48 32:46

2M ago32:46

32:46

Peter Mullen, Strategic Brand and Growth Leader at Simply Systems LLC, discusses how customer experience can pivot from a cost center into a growth driver. He highlights a $3.7 trillion opportunity resulting from poor customer experience (CX) and explains why AI-driven personalization is now the new baseline. Peter outlines how immersive brand stor…

1
Bob's new book: on to blue 35:08

2M ago35:08

35:08

Summary In this heartfelt conversation, Bob Furniss shares the story of his daughter Keisha, who bravely battled breast cancer and inspired many through her positivity and strength. Bob discusses the impact of her life, the challenges of writing a book about her journey, and the mission of the nonprofit established in her honor to raise awareness a…

1
Why phone service won't go away 15:38

2M ago15:38

15:38

Summary In this conversation, Amas Tenumah and Bob Furniss discuss various aspects of customer service, focusing on trends, the importance of human interaction, and the role of AI. They reflect on personal experiences with customer service, emphasizing the need for effective communication and the challenges faced by contact centers. The discussion …

1
Reverse Engineering Revenue and Growth Success | Episode 47 31:23

2M ago31:23

31:23

Tim Wilbourn, SVP Support and Customer Success at Crexendo® Business Solutions, unpacks the challenge of linking CX metrics to revenue in a Wall Street-driven world. He outlines strategies for establishing clear expectations and promoting long-term initiatives. He also explains why short tenures hurt CX leaders and how to build sustained success. “…

1
The Most Underrated Driver of CX Performance? Your Headset, with Vern Fernandez 50:00

3M ago50:00

50:00

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 ensur…

1
CX Leaders: Driving Aligned Plans for Success in Your Own Advocacy | Episode 46 24:25

3M ago24:25

24:25

Matt Hartley, Head of Pixel Customer Care at Google, dives into why customer care must be its own strongest advocate within a large organization. He outlines how support teams can earn a “seat at the table” by tying their work to product and business outcomes. Matt discusses systems for cross‑functional touchpoints and using data plus storytelling …

1
How To Integrate Transformational Tech Opportunities With Traditional Customer Support | Episode 45 24:30

3M ago24:30

24:30

Luke Squires, Customer Experience Director at Sykes Holiday Cottages, discusses how businesses can integrate transformational technologies like AI into their traditional customer support operations. He discusses the evolution of customer service, the exciting potential of AI, and how it’s becoming more accessible to companies. Luke emphasizes that …

1
Enabling frontline leaders 19:42

3M ago19:42

19:42

This conversation delves into the critical role of frontline supervisors in contact centers, exploring the challenges they face, the future of their roles amidst technological advancements, and effective leadership strategies to support them. The discussion emphasizes the importance of human connection in leadership and the need for organizations t…

1
Agentic AI vs. Human 17:19

4M ago17:19

17:19

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of contact centers, particularly focusing on Microsoft's recent rebranding efforts that redefine the term 'agent' to refer to bots rather than human representatives. They explore the implications of this shift, the role of technology in customer service, and t…

1
How To Make Customer Experience The Number One Driver For The Business? | Episode 44 26:26

4M ago26:26

26:26

Enav Birnbaum, Director of Customer Solutions at Zencity, explores how customer support can directly impact revenue growth. She outlines her PhD background in international relations and explains how it informs her approach to solving real‑world challenges. She also reveals the cultural foundation that drives passionate service and fosters strong c…

1
How to Get Out of Our Own Way to Create Customer and Company Success | Episode 43 23:25

4M ago23:25

23:25

Ash Rhodes, Business Consultant in Customer Experience at Ash Rhodes Consulting, shares how contact centers can break free from the “cost center” mindset. He dives into strategies highlighting the invaluable customer data gathered during service interactions. Ash reveals how internal advocacy reshapes a team’s influence. Finally, he explains how to…

1
How to Build a People-First Contact Center That Actually Reduces Turnover: Sam Falletta 59:46

4M ago59:46

59:46

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…

1
Enabling Frontline leadership 17:38

4M ago17:38

17:38

In this conversation, Amas Tenumah and Bob Furniss discuss the critical issues surrounding employee engagement and retention, particularly in contact centers. They explore the impact of leadership on employee satisfaction, the importance of proper training for supervisors, and the need for organizations to create a supportive work environment. The …

1
We Know That We Need to Know What We Don't Know | Episode 42 26:53

4M ago26:53

26:53

Ilai Szpiezak, Co-Founder at Dolphin AI, explores how businesses can unlock the power of customer insights hidden in everyday interactions. He reveals the potential of contact centers as rich data sources that guide product innovation and increase retention. He shares the impact of empathy, technology, and organizational alignment on customer satis…

1
Episode 41 | POV: Contact Centers as an Investable Value Engine 28:49

4M ago28:49

28:49

Dean Czuma, Head of McKinsey Global Services at McKinsey & Company, explains why contact centers should be viewed as strategic investments that drive value rather than control costs. He shares insights on empowering agents, using the right tools, and fostering a strong culture. By aligning these elements, companies can transform contact centers int…

1
What to do about NPS 21:51

5M ago21:51

21:51

In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer satisfaction metrics, particularly focusing on the Net Promoter Score (NPS). They explore the origins of NPS, its initial impact on customer sentiment, and the criticisms it has faced over the years. The discussion highlights the importance of understandin…

1
Episode 40 | Contact Center Agents' Perspective on AI 24:19

5M ago24:19

24:19

Vladyslava Vozniuk, Customer Success Manager at Usersnap, explores the evolving role of AI in contact centers from the agent’s perspective. She dispels the myth of AI replacing human agents, instead advocating for a hybrid model that enhances customer experience. The discussion highlights AI’s impact on training, turnover, and the irreplaceable val…

1
HP adds 15 minute mandatory hold time 17:22

5M ago17:22

17:22

Summary In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges and implications of automation in customer service, particularly focusing on HP's controversial decision to implement a 15-minute wait time for customers to encourage self-service. They explore customer preferences, the impact of wait times on experience, and…

1
From Cost Center to Profit Driver: The CX Transformation Blueprint: Camila Ferreira 52:43

5M ago52:43

52:43

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 leader…

1
AI will not replace humans in service 21:48

5M ago21:48

21:48

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer service, particularly the role of AI and human agents. They reflect on the impact of AI technologies on contact centers, emphasizing that while AI can enhance efficiency, the human element remains crucial. They reference Klana's recent shift back t…

1
Attributes of a good leader 17:46

5M ago17:46

17:46

Summary In this conversation, Amas Tenumah and Bob Furniss explore the critical themes of leadership, empathy, and the evolving dynamics in contact centers, especially in the context of AI integration. They discuss the importance of creating a safe and trusting environment for employees, the need for compassion in leadership, and the distinction be…

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Episode 37 | Branded CX is Your #1 Competitive Path to 2X Growth 26:37

5M ago26:37

26:37

Mark Smith, Founder of Journey-Smiths, explores the transformative power of customer experience (CX) on business growth. He shares insights on CX technology, journey orchestration, and leadership’s role in creating brand-aligned experiences. Mark also highlights how CX-driven strategies can double company growth over a decade. “Being customer-focus…

1
Return to work challenges 14:33

6M ago14:33

14:33

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the ongoing shift back to office work post-COVID, the challenges of hybrid work models, and the importance of thoughtful leadership in contact centers. They explore the reasons behind companies' push for employees to return to the office, the impact of remote work on productivity, a…

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Episode 36 | Marketing Ops, RevOps: What's VOC Ops? 39:27

6M ago39:27

39:27

Anthony Chang, Business Platform Lead for Consumer Care at Versuni, discusses how contact centers can transition from cost centers to growth drivers by leveraging the voice of customer data. He highlights the role of advanced analytics and collaboration in boosting customer lifetime value and unlocking new revenue opportunities. “The missed opportu…

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Episode 39 | What Are the Systemic Cracks in Our CX Foundation? 32:03

6M ago32:03

32:03

Sarah Caminiti, Head of Customer Support and Service at abcam, shares insights on mending systemic cracks in CX practices to drive business growth and sustainability. She emphasizes the importance of viewing customers as valued individuals and leveraging data to advocate for change. Sarah also discusses strategies for building strong teams that enh…

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AI-Driven Compliance & Sales: How Contact Centers Can Stay Ahead: Nima Hakimi 44:55

6M ago44:55

44:55

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 impleme…

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Episode 38 | How to Create Success Though BPO Partnerships 23:15

6M ago23:15

23:15

Henry Hildesheim, Director of Operations at TechStyleOS, shares deep insights into building successful contact center partnerships and driving business growth. He explores the challenges and opportunities of aligning corporate strategies with BPO operations, emphasizing the importance of integrating partners into company culture. The conversation a…

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Episode 34 | A New Vision and Evolution in Customer Experience 30:02

6M ago30:02

30:02

Filip Popovic, Head of Relationship Centre Worldwide at Avon, outlines his ‘Golden Age’ approach to BPO partnerships. He explains how co‑creation with providers builds trust and drives mutual value. Filip shares real-world examples of how transparent collaboration improves customer feedback loops. He also demonstrates how AI synthesizes frontline i…

1
Can empathy be taught? 19:50

6M ago19:50

19:50

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the essential skills for success in customer service roles, emphasizing the importance of empathy, authenticity, and a positive attitude. They explore how these skills can be taught or innate, and the impact of genuine interactions on customer experiences. The discussion highlights …

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Episode 33 | Chief Customer Officers: How to Get Out of Our Own Way to Be Growth Accelerators 25:10

6M ago25:10

25:10

Afshan Kinder explores how Chief Customer Officers can overcome internal hurdles to drive growth. She discusses the role of AI, strategic clarity, and frontline insights in enhancing customer engagement. Afshan also provides actionable advice on treating BPO partners as strategic assets and fostering alignment to accelerate organizational success. …

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Episode 32 | Contact Center Leaders: Stop Celebrating False Conclusions 31:52

7M ago31:52

31:52

Justin Robbins, Founder & Principal Analyst at Metric Sherpa, challenges preconceived notions in the contact center industry. He explores the concept of understanding the "business of the business" to transform contact centers from cost centers to value centers. Justin shares how impactful insights from customer interactions can drive strategic cha…

1
Government intervention in service? 14:33

7M ago14:33

14:33

Takeaways Customer service experiences can be frustrating and time-consuming. Government intervention may be necessary to improve customer service standards. Companies often fail to address their own customer service issues. The experience of customers with disabilities is often overlooked. Regulations in Europe provide clearer guidelines for custo…

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Episode 31 | How to Rebalance Your Contact Center for Success 26:11

7M ago26:11

26:11

Mike Aoki, President of Reflective Keynotes Inc., discusses rebalancing contact centers for optimal performance. He highlights the generational communication gap and the importance of AI in managing routine tasks. He also emphasizes viewing contact centers as drivers of customer loyalty and brand value rather than as cost centers. “Customer service…

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Debunking Business Myths: The Leadership Blueprint for Contact Centers: Steve Bederman 1:08:18

7M ago1:08:18

1:08:18

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 …

1
Don't be a statistic 20:31

7M ago20:31

20:31

Summary In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges of employee engagement and satisfaction in the workplace, particularly in the context of returning from time off. They explore the importance of recognition, meaningful work, and the impact of relationships on employee well-being. The discussion also touches …

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Episode 30 | Leveraging Trusted Advisors as Your GPS 22:40

7M ago22:40

22:40

Mark Brody, Director of Contact Center Programs at TrachMar, discusses leveraging trusted advisors to scale contact centers. He emphasizes understanding a center's purpose, overcoming resistance to change, and using AI and BPO partners effectively. He also reveals key strategies and common errors in optimizing contact center operations. “Sometimes,…

1
2024 in review 20:40

8M ago20:40

20:40

Summary In this conversation, Amas Tenumah and Bob Furniss reflect on the year 2024 in customer service, discussing persistent challenges in contact centers, the evolution of work-from-home practices, and changing customer expectations regarding returns. They also share personal anecdotes about memorable holiday gifts and emphasize the importance o…

1
Humans vs Policy 17:25

8M ago17:25

17:25

Summary In this conversation, Amas Tenumah and Bob Furniss discuss various themes surrounding customer experience, particularly in the context of recent tragic events and the impact of societal anger on service interactions. They explore the quality of food at conferences, the implications of a recent murder related to healthcare dissatisfaction, a…

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Episode 29 | How to Overcome the Challenge of Cultural Differences with Your BPO Partners 24:43

8M ago24:43

24:43

Karla Kannan, SVP of Customer Experience at Karla Kannan Leadership Solutions, shares her insights on navigating cultural differences and challenges in outsourcing. She highlights the importance of empathy, situational awareness, and ongoing training for service agents. She also explores how BPOs enhance scalability, financial efficiency, and cultu…

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Episode 27 | How to Align 69 Different Internal Entities to Achieve Great Customer Success 30:22

8M ago30:22

30:22

Gary Yorke, Executive Director of Customer Experience at the City of Toronto, shares his approach to integrating 69 city entities to enhance service standards. By prioritizing empowerment, psychological safety, and data-driven strategies, Yorke transformed the customer experience without additional budget. He emphasizes the value of transparent com…

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