Contact Center Show

Feedback is key for service providers.  Amas and Bob discuss the coaching: The reason coaching matters Formal versus informal feedback Specific tips you don't want to miss Learn more about Amas and Bob at www.contactcenter.tv

Communication is a core skill of leadership and Bob and Amas discuss some important nuances, you will enjoy the following: The importance of a communication structure Efficiently managing your communication tools  And yes, they have to give some time to Zoom  Learn more about Amas, Bob and the show at www.contactcenter.tv

Most managers focus on managing those who report to them, Amas and Bob have a great conversation about managing up and across.  You enjoy the following: Why managing your manager is important When relationships at work really matter How do you handle the micromanager Learn more about Bob, Amas and the show at www.contactcenter.tv  

In this special edition during the National Breast Cancer Awareness Month, Amas talks with Bob about the heartbreaking story of the death of his 34-year-old daughter from Stage-4 Metastatic Breast Center. Hear stories from Keesha's life and what led to the discovery of cancer. Hear about her four-year battle, how she lived life out loud on social media, and how their primary focus was living her b...

Amas and Bob continue the Leadership series and discuss the following: Is it leadership vs. management or leadership and management? Failure serves a purpose  Become an aggressive listener And much more... To learn more about Amas and Bob, check out www.contactcenter.tv  

Amas and Bob reminisce about some past episodes Chatbots  - the right questions to ask about implementing AI or your virtual assistant.  Amas has evolved on a topic, can you guess which one? Leadership, you can develop them And much more.  Learn more about Amas, Bob and the show at www.contactcenter.tv

Amas and Bob have a great conversation this week and put training on trial: Why is training the panacea? Rethink training with the 'agent' as the center.  The most effective way to coach. And much more. To learn more about Bob, Amas and the show visit www.contactcenter.tv  

Join Amas and Bob as they have an engaging conversation with top strategist Glenn Stoffel about... Glenn's story about his experience in the Contact Center Why is strategy so important in an organization How we tend to have a 'shoot first' approach to what is really a communications business And much more... Learn more about our guest Glenn Stoffel: Glen Stoffel | LinkedIn  

Amas and Bob have a great conversation about what is driving the future of customer service.  What is the next great idea to win the hearts of minds of customer once convenience is solved.  Amas shares a story about how SMS helped a hearing impaired person.  Citizens are changing how states do business.  And much more.  Learn more about Bob and Amas at www.contactcenter.tv

Amas and Bob have a great conversation about the following: Does the 'effortless experience' still apply today? Your customer experience efforts depend on where you are on the experience journey. They revisit chatbots to answers a listeners question.  And much more... To learn more about Amas, Bob and the show, visit www.contactcenter.tv Effortless Experience No One Wants Customer Experience 

Bob and Amas will entertain with this engaging conversation about: Why does CX still suck even though we have the data to show it.  Your know your agents get yelled at, but do you know how much? Can voicemails help to shorten long wait times? And much more... To learn more about the Contact Center Show go to:  www.contactcenter.tv

Bob and Amas have a great conversation about the following: What explains the small uptick in customer satisfaction? Contact center agents are also essential workers, or dare we say heroes? How do I tell if I am short staffed or if my agents are just inefficient? And much much more... To learn more about the show, go to:  www.contactcenter.tv

Amas and Bob always have a great conversation.  This week they discuss: Why stay in the contact center industry? What is "Ikijia"? Contact center leaders have a worse job satisfaction rate than contact center agents.  And so much more... To learn more about Amas, Bob and The Contact Center Show, go to: www.contactcenter.tv

Amas and Bob have a great conversation about leadership.  In this episode they discuss: Are great leaders born or nurtured? There is an opportunity you should always take if you want to be an effective leader  What can you do to make flex scheduling work? And much more... To learn more about the show or Amas Tenumah and Bob Furniss, go to: www.contactcenter.tv

Amas and Bob discuss the customer experience and how to wow.  In this session: Bob shares a story on how a person was wowed by guess what company... How do you really deliver empathy? Which is more important NPS or CSAT? And much more... To learn more about the show or Amas Tenumah and Bob Furniss, go to: www.contactcenter.tv

Amas and Bob have a great conversation about new approaches in the contact center, including: Matchmaking in the contact center, swipe left, swipe right! What are you optimizing for? MPS score, sales? What to do when your losing agents because they are bored? And much more... To learn more about the show or Amas Tenumah and Bob Furniss, go to: www.contactcenter.tv

Amas and Bob discuss chatbots: With a 67% failure rate, is it worth it to keep them? What can be done about the disconnect with omnichannel? There is a secret to not worrying about your customer experience.  And much more... To learn more about Amas, Bob and The Contact Center Show, go to: www.contactcenter.tv

In this episode, Amas and Bob discuss the following: - The monetization of the contact center - Is there a shift in the industry towards customer experience? - Which is more important CSAT or FCR To learn more about Amas, Bob and The Contact Center Show, go to: www.contactcenter.tv

Amas Tenumah and Bob Furniss start the Contact Center Show to discuss new ideas, insights and all things call center. In their first episode the discuss: - The transition to work from home is not temporary - Have you heard of "customer promiscuity?" - The best place to find good benchmarking data To learn more about Amas, Bob and The Contact Center Show, go to: www.contactcenter.tv