# contact center (audio feeds) — RSS Amplifier Recent posts from the 2 feeds in the RSS Amplifier directory that cover contact center. Page: Feed: --- ## AI Customer Bots Are Coming to You Call Center! _2026-06-11 · Advice from a Call Center Geek!_ Send us Fan Mail The onslaught of customer AI agents. In the next 9 to 12 months, your customer will be able to say “hey Siri, call my subscription company and cancel my plan, then chat with the ABC airline and move my flight from Tuesday to Wednesday.” The AI agent launches the call or chat. It acts on their behalf. Think about what that does to your cx volume. Interactions are going to… [Listen](https://www.buzzsprout.com/236445/episodes/19331723-ai-customer-bots-are-coming-to-you-call-center.mp3) ## Everything I Have Learned about Ai Powered QA _2026-03-04 · Advice from a Call Center Geek!_ Send us Fan Mail Everything I've learned about AI QA after 2 years of building OttoQA and being one of the first companies to fully automate contact center quality assurance with AI. I'm breaking down the biggest lessons, the biggest mistakes I see people making, and what actually works when you're implementing AI powered QA in a contact center. I cover why you should never reinvent your scorecard… [Listen](https://www.buzzsprout.com/236445/episodes/18788550-everything-i-have-learned-about-ai-powered-qa.mp3) ## Why You Should Not be Scoring 100% of Your QA Calls _2026-01-08 · Advice from a Call Center Geek!_ Send us Fan Mail Most contact centers still believe scoring more calls means better QA. It doesn’t. In this episode, we start with the Law of Large Numbers and break down why scoring 100% of calls doesn’t give you better insight. It just gives you more work. We talk about where the push for full coverage really comes from. Fear. Compliance pressure. Old spreadsheet thinking. And why that mindset… [Listen](https://www.buzzsprout.com/236445/episodes/18476554-why-you-should-not-be-scoring-100-of-your-qa-calls.mp3) ## Dear Santa: Here is the AI Contact Center Tools We Actually Want! _2025-12-17 · Advice from a Call Center Geek!_ Send us Fan Mail This episode is my AI Christmas wish list for CCaaS. Not toys. Not buzzwords. The real AI tools contact centers should already have but don’t. Everyone is focused on making AI talk to customers. That’s missing the point. AI in CX isn’t supposed to just talk. It’s supposed to run the contact center. I break down the biggest opportunities CCaaS platforms are skipping, from AI flow… [Listen](https://www.buzzsprout.com/236445/episodes/18373781-dear-santa-here-is-the-ai-contact-center-tools-we-actually-want.mp3) ## [Data-First Outbound, Building Performance and Trust | Guest: Joe Laskowski](https://firstcontactstoriesofthecallcenter.podbean.com/e/data-first-outbound-building-performance-and-trust-guest-joe-laskowski/) _2025-10-22 · First Contact: Stories of the Call Center_ 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… [Listen](https://mcdn.podbean.com/mf/web/jui2p6syd49dpuh3/Data_First_Compliance_Always_-_How_to_Scale_Outbound_the_Right_Way_-_Joe_Laskowskib2v2b.mp3) ## Inside Expivia Digital and the State of Contact Center Technology _2025-10-03 · Advice from a Call Center Geek!_ Send us Fan Mail Join us for an inside look at Expivia Digital and the current state of contact center technology. We share our 30-year journey from running contact centers to consulting on CCaaS platform selection, AI quality assurance, and NICE CXone implementations. As members of NICE's Executive Advisory Board, we discuss the biggest trends shaping the industry in 2025: usage-based pricing, AI… [Listen](https://www.buzzsprout.com/236445/episodes/17952170-inside-expivia-digital-and-the-state-of-contact-center-technology.mp3) ## [Outbound Survival Guide: AI, Robocalls, and Real Compliance: Eric Troutman](https://firstcontactstoriesofthecallcenter.podbean.com/e/outbound-without-fear-the-tcpa-czar-on-ai-robocalls-risk-eric-troutman/) _2025-09-18 · First Contact: Stories of the Call Center_ 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… [Listen](https://mcdn.podbean.com/mf/web/897e972rhb8umakm/Outbound_Without_Fear_The_TCPA_Czar_on_AI_Robocalls_Riska5r4z.mp3) ## [Call Center Growth Strategy: From Agent to CRO with Mike McGuire](https://firstcontactstoriesofthecallcenter.podbean.com/e/call-center-growth-strategy-from-agent-to-cro-with-mike-mcguire/) _2025-08-20 · First Contact: Stories of the Call Center_ 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… [Listen](https://mcdn.podbean.com/mf/web/dtvhw6vp38jq3zy8/Call_Center_Growth_Strategy-_From_Agent_to_CRO_with_Mike_McGuire6cwbh.mp3) ## Keep Call Centers In America Act- The Truth _2025-08-18 · Advice from a Call Center Geek!_ Send us Fan Mail In this episode, we dig into the Keep Call Centers in America Act and uncover the truth behind the headlines. On the surface, it sounds like a patriotic move to keep jobs here in the U.S., but when you look closer, the story gets more complicated. We break down what the bill actually says, how it could affect American contact centers, and why the reality isn’t as simple as… [Listen](https://www.buzzsprout.com/236445/episodes/17690213-keep-call-centers-in-america-act-the-truth.mp3) ## [From Intern to Innovator: Real‑Time Caller Insights & Entrepreneurial Grit, with Amanda Pietrocola](https://firstcontactstoriesofthecallcenter.podbean.com/e/how-one-ceo-is-turning-privacy-into-a-competitive-advantage-amanda-pietrocola/) _2025-07-23 · First Contact: Stories of the Call Center_ 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… [Listen](https://mcdn.podbean.com/mf/web/amiwki7cb8jfpwhv/From_Intern_to_CEO_Amanda_Pietrocola_s_Faith-Driven_Career_Leapalif5.mp3) ## [Non-custodial Crypto Payments & Escrow (Sponsored)](https://crawlproof.com/a/M6tSIB00H6Nw) _2025-07-23 · **Sponsored**_ Accept multi-chain crypto with trustless escrow, instant confirmations, and no KYC ## Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions _2025-06-26 · Advice from a Call Center Geek!_ Send us Fan Mail This episode sounds as good as it gets — huge thanks to Christopher Irwin-Dudek , VP of Marketing Communications at NICE, for joining me. We dive into a wide-ranging conversation covering: The new leadership vision at NICE and what it means for the future Whether NICE sees itself as a CCaaS platform, an AI powerhouse , or both The evolving role of major CRMs in the contact center… [Listen](https://www.buzzsprout.com/236445/episodes/17404769-inside-nice-strategy-ai-and-the-future-of-cx-special-episode-from-nice-interactions.mp3) ## [From Cold Calls to Chatbots - The Evolution of Contact Centers: Phillp Bennett](https://firstcontactstoriesofthecallcenter.podbean.com/e/from-cold-calls-to-chatbots-the-evolution-of-contact-centers-phillp-bennett/) _2025-06-26 · First Contact: Stories of the Call Center_ 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… [Listen](https://mcdn.podbean.com/mf/web/zr5q3fwf5y27tfnf/Podcast-S5_mixdown.mp3) ## Listen to This Before You Build or Buy an AI Auto QA Platform _2025-05-29 · Advice from a Call Center Geek!_ Send us Fan Mail Everyone’s rushing to add Auto QA. But most are thinking too small. In this episode, I break down what most platforms get wrong, why scoring calls is just the beginning, and what to look for if you actually want impact, not just another dashboard. Before you build your own or sign a contract, listen to this. It’ll change how you see QA, coaching, and the real future of AI in your… [Listen](https://www.buzzsprout.com/236445/episodes/17249434-listen-to-this-before-you-build-or-buy-an-ai-auto-qa-platform.mp3) ## [The Most Underrated Driver of CX Performance? Your Headset, with Vern Fernandez](https://firstcontactstoriesofthecallcenter.podbean.com/e/the-most-underrated-driver-of-cx-performance-your-headset-with-vern-fernandez/) _2025-05-28 · First Contact: Stories of the Call Center_ 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… [Listen](https://mcdn.podbean.com/mf/web/m6ad4k6ttttw6miz/The_Most_Underrated_Driver_of_CX_Performance_-_Your_Headset_with_Vern_Fernandez9j2de.mp3) ## 2025 Geek Gauge CCaaS Rankings! _2025-04-17 · Advice from a Call Center Geek!_ Send us Fan Mail In this episode of the Advice from a Call Center Geek podcast, we unveil our highly anticipated 2025 Geek Gauge CCaaS Rankings. We break down the comprehensive analysis of the top 19 Contact Center as a Service platforms, showing which vendors truly lead the pack in 2025. Using a groundbreaking approach that combines ChatGPT's analytical capabilities with Deep Research, we've… [Listen](https://www.buzzsprout.com/236445/episodes/16997728-2025-geek-gauge-ccaas-rankings.mp3) ## [How to Build a People-First Contact Center That Actually Reduces Turnover: Sam Falletta](https://firstcontactstoriesofthecallcenter.podbean.com/e/how-to-build-a-people-first-contact-center-that-actually-reduces-turnover-sam-falletta/) _2025-04-17 · First Contact: Stories of the Call Center_ 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… [Listen](https://mcdn.podbean.com/mf/web/zs64ufbjpdtwznx4/How_to_Build_a_People-First_Contact_Center_That_Actually_Reduces_Turnover7sor7.mp3) ## What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP _2025-04-03 · Advice from a Call Center Geek!_ Send us Fan Mail In 2025, outsourcing isn’t just about price, it’s about AI, partnership, tech, and long-term CX strategy. In this episode, Tom Laird breaks down exactly what to look for in a modern contact center outsourcing partner and how to build an RFP that separates real CX tech players from the fluff. From AI expectations and data transparency to platform flexibility and agent experience,… [Listen](https://www.buzzsprout.com/236445/episodes/16912571-what-to-demand-from-your-2025-outsourcing-partner-setting-up-your-rfp.mp3) ## [From Cost Center to Profit Driver: The CX Transformation Blueprint: Camila Ferreira](https://firstcontactstoriesofthecallcenter.podbean.com/e/from-cost-center-to-profit-driver-the-cx-transformation-blueprint-camila-ferreira/) _2025-03-12 · First Contact: Stories of the Call Center_ 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,… [Listen](https://mcdn.podbean.com/mf/web/yz4xujzkgimnebt5/From_Cost_Center_to_Profit_Driver-_The_CX_Transformation_Blueprint_with_Camila_Ferreiraa95cv.mp3) ## [AI-Driven Compliance & Sales: How Contact Centers Can Stay Ahead: Nima Hakimi](https://firstcontactstoriesofthecallcenter.podbean.com/e/ai-driven-compliance-sales-how-contact-centers-can-stay-ahead-nima-hakimi/) _2025-02-12 · First Contact: Stories of the Call Center_ 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… [Listen](https://mcdn.podbean.com/mf/web/qs9r25y4dkeczybu/AI-Driven_Compliance_Sales_How_Contact_Centers_Can_Stay_Ahead9ahrm.mp3) ## [Dissecting Series A Rounds (Sponsored)](https://crawlproof.com/a/Lo0LSw4iHfAF) _2025-02-12 · **Sponsored**_ Two real Series A cases: timelines, investor sequencing, and common founder mistakes. ## [Debunking Business Myths: The Leadership Blueprint for Contact Centers: Steve Bederman](https://firstcontactstoriesofthecallcenter.podbean.com/e/debunking-business-myths-the-leadership-blueprint-for-contact-centers-steve-bederman/) _2025-01-15 · First Contact: Stories of the Call Center_ 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,… [Listen](https://mcdn.podbean.com/mf/web/4qjka834vmycqmis/Debunking_Business_Myths-_The_Leadership_Blueprint_for_Contact_Centers7lmmf.mp3)