Contact Center Show

Amas Tenumah & Bob Furniss

This is the public square for all things contact center. This is where the world's best Call & Contact center professionals come to get better at delivering a great experience for customers.

Your contact center mentors - Amas Tenumah & Bob Furniss

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95 episodes
Updated July 16

Episodes95

Newest first

Sep 5, 2021 · 34 min
Leadership Series - Manager vs Leader
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
Jun 14, 2021 · 32 min
What we learned in Contact Centers this Season - (season Finale)
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
Jun 4, 2021 · 26 min
In Defense of the Training Department
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
May 17, 2021 · 51 min
Mastering Strategy and Culture w/Master Strategist Glen Stoffel
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
May 10, 2021 · 26 min
The future of CX is inclusive
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
Apr 26, 2021 · 28 min
Does the effortless experience hold up?
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
Apr 13, 2021 · 24 min
In God We Trust, Everyone Else Bring Data
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
Apr 5, 2021 · 28 min
The forgotten essential worker - Contact center agents
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
Mar 30, 2021 · 19 min
The lure of the contact center
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
Mar 22, 2021 · 24 min
Are Leaders Born or Made?
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
Mar 8, 2021 · 19 min
The Contact Center Show - How to Wow at scale
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
Mar 8, 2021 · 19 min
Contact Center Match Making
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
Mar 1, 2021 · 27 min
Do we need to get rid of chatbots?
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
Mar 1, 2021 · 21 min
Can you monetize the contact center?
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
Feb 10, 2021 · 20 min
The Ubiquitous Contact Center
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

Contact Center Show

Leadership Series - Manager vs Leader

What we learned in Contact Centers this Season - (season Finale)

In Defense of the Training Department

Mastering Strategy and Culture w/Master Strategist Glen Stoffel

The future of CX is inclusive

Does the effortless experience hold up?

In God We Trust, Everyone Else Bring Data

The forgotten essential worker - Contact center agents

The lure of the contact center

Are Leaders Born or Made?

The Contact Center Show - How to Wow at scale

Contact Center Match Making

Do we need to get rid of chatbots?

Can you monetize the contact center?

The Ubiquitous Contact Center