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 call center industry. Host Christian Montes poses questions about their life, their struggles and successes, and most importantly- how and why did they end up with a headset on.
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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 call center industry. Host Christian Montes poses questions about their life, their struggles and successes, and most importantly- how and why did they end up with a headset on.
How to Build a People-First Contact Center That Actually Reduces Turnover: Sam Falletta
First Contact: Stories of the Call Center
59 minutes 46 seconds
6 months ago
How to Build a People-First Contact Center That Actually Reduces Turnover: Sam Falletta
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.
First Contact: Stories of the Call Center
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 call center industry. Host Christian Montes poses questions about their life, their struggles and successes, and most importantly- how and why did they end up with a headset on.
