Shows
Amas Talks PodcastEvolution of cx -Insights from Imran NoormohamedSummaryIn this conversation, Amas Tenumah and Imran Noormohamed explore the evolving landscape of consulting, customer experience, and the impact of AI on the industry. Imran shares his journey into consulting, emphasizing the importance of customer experience as the core of business success. They discuss the prevalent focus on AI in client conversations, the future role of consultants, and the need for introspection among clients regarding their strategies. The discussion also touches on the balance between human interaction and AI in customer service, highlighting both optimism and concerns about the direction of the industry.2025-07-1329 min
Contact Center ShowBPO Success vs FailureSummary 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 BPO industry. The discussion emphasizes the importance of understanding core competencies, cost savings, and the need for competent consultants in the BPO space. Takeaways The NBA Finals can evoke strong emotions and rivalries. BPOs are third-party services handling customer in...2025-07-0915 minAmas Talks PodcastState of customer experience w Luke JamiesonIn this conversation, Amas Tenumah and Luke Jamieson explore the intricacies of Customer Experience (CX) and Employee Experience (EX). They discuss the evolution of CX, the importance of understanding customer needs, and the often-overlooked role of employee engagement in delivering exceptional service. The dialogue also touches on the perceptions of CFOs regarding CX, the rising expectations of customers, and the challenges faced by employees in contact centers. Ultimately, the conversation emphasizes the need for organizations to value both customers and employees to create a harmonious and effective service environment. Luke Jamieson and Amas Tenumah explore the complexities...2025-06-1339 min
Contact Center ShowWhy phone service won't go awaySummary 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 highlights customer preferences, skepticism towards AI, and the potential for technology to enhance human agents rather than replace them. Takeaways Customer service impacts loyalty, trust, and brand reputation. Ineffective customer service can quickly damage a brand's reputation. Customers still prefer...2025-06-0415 minAmas Talks PodcastThe CX Illusion: Scores Are Up, Satisfaction Is Down w/ Ed MurphyIn this conversation, Amas Tenumah and Edward Murphy delve into the current state of customer experience (CX), exploring how customer expectations have evolved, the role of metrics, and the impact of AI on customer interactions. They discuss the importance of employee experience in delivering quality CX and the need for leadership to prioritize customer-centric strategies. The conversation emphasizes the significance of understanding the 'why' behind customer experiences and the necessity of integrating qualitative insights with quantitative data. Murphy shares his perspective on the future of CX, advocating for a balanced approach that values both technology and human interaction...2025-05-1436 min
Amas Talks PodcastImproving Customer Service using KCS w Laurel PoertnerIn this conversation, Amas Tenumah and Laurel Poertner discuss the importance of knowledge management in customer support, focusing on the Knowledge Centered Service (KCS) methodology. They explore the challenges of knowledge sharing, the human experience in customer service, and the role of technology and AI in enhancing knowledge management. Laurel shares insights from her experience and emphasizes the need for a cultural shift towards knowledge sharing within organizations.TakeawaysKnowledge is essential for effective customer support.KCS captures knowledge during interactions to improve service.The human experience in customer support remains challenging.Knowledge gaps often lead to customer frustration.Technology...2025-05-0942 min
Contact Center ShowAgentic AI vs. HumanSummary 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 the importance of maintaining a human connection in an increasingly automated environment. The discussion emphasizes the need for leaders in the industry to advocate for human agents while navigating the challenges posed by AI and digital transformation. Takeaways Microsoft's rebranding reflects a...2025-04-2817 min
CX FilesAmas Tenumah - Amas Talks - The Worst Job in Corporate America Is in a Call CenterAmas Tenumah is the host of the Amas Talks podcast. He is based in Oklahoma City, Oklahoma, US. Amas has a long history focused on customer service and service innovation. He regularly advises companies and speaks at events forcused on CX. On his LinkedIn Amas says: "I’m a digital philosopher, keynote speaker and customer service thought leader. My thoughts are featured on NPR, NBC, Fox-business and other outlets. I have spent over 20 years in the customer service industry and now advise executives on service modernization." Amas recently published an article titled: "The Worst Job in...2025-04-2436 min
Contact Center ShowEnabling Frontline leadership 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 discussion emphasizes the necessity of understanding why employees stay or leave, and how effective leadership can foster a positive workplace culture. The conversation concludes with a call to action for organizations to prioritize leadership development and employee engagement strategies. Takeaways Employee engagement has regressed to pre-COVID levels. Understanding why employees leave...2025-04-1617 min
Contact Center ShowWhat to do about NPS 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 understanding customer feedback and the ethical implications of incentivizing customer responses. Ultimately, they question the relevance of NPS in today's business environment and suggest a more nuanced approach to measuring customer satisfaction. Takeaways It's a people business. NPS became kind of a synonym for customer satisfaction. NPS has now b...2025-03-3121 minAmas Talks PodcastAgent attrition w Jeremy HydeSummaryIn this conversation, Amas Tenumah and Jeremy Hyde discuss the challenges and dynamics of the contact center industry, focusing on employee attrition, engagement, and the impact of customer behavior. They explore the importance of hiring strategies, employee empowerment, and the future of customer service in the age of AI. Jeremy shares insights from his experience at Sun Country Airlines and emphasizes the need for a supportive work environment and realistic policies to enhance employee satisfaction and retention.TakeawaysAttrition rates in contact centers...2025-03-1827 min
Contact Center ShowHP adds 15 minute mandatory hold timeSummary 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 the importance of effective customer service strategies in business. The discussion highlights the balance between cost efficiency and customer satisfaction, culminating in a call for companies to value customer feedback and service quality. Takeaways Automation in customer service often leads to frustration. HP's 15...2025-03-1717 minContact Center ShowAI will not replace humans in serviceSummary 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 to valuing human interaction, highlighting consumer preferences for speaking with live agents. The discussion underscores the importance of using AI to support rather than replace human agents, ultimately advocating for a balanced approach to customer service that prioritizes both technology and human connection. 2025-03-0921 minContact Center ShowAttributes of a good leaderSummary 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 between finding meaning from work versus meaning at work. The conversation emphasizes that as technology advances, the human element in leadership becomes even more vital. Takeaways Empathy can be learned but is often defined differently by individuals. Leaders must create...2025-03-0417 minContact Center ShowReturn to work challengesSummary 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, and the need for effective communication and community building in the workplace. Takeaways There is a significant push for employees to return to the office post-COVID. Many companies are struggling with the logistics of br...2025-02-2014 min
Contact Center ShowCan empathy be taught? 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 the need for contact center leaders to trust their employees to be themselves and to foster authentic relationships with customers. Takeaways Empathy is the most crucial skill in customer service. You cannot teach empathy; it must be in...2025-02-0319 min
Contact Center ShowDon't be a statisticSummary 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 on insights from other industries and the need for a more personalized approach to understanding employee needs. Takeaways Taking time off often leads to a desire to stop working altogether. Employee satisfaction is declining, particularly in service industries. Meaningful w...2025-01-1320 minContact Center Show2024 in reviewSummary 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 of gratitude and understanding during the holiday season. Takeaways AI is still not as user-friendly as expected. Contact centers face ongoing challenges similar to those from years ago. The importance of people in customer service remains paramount. Work from home practices have s...2024-12-2520 min
Contact Center ShowHumans vs Policy 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, and the need for empathy and flexibility in customer service policies. The discussion emphasizes the importance of human interaction in service environments and the challenges posed by rigid policies that often ignore individual circumstances. Chapters 00:00 Conference Experiences and...2024-12-2017 minAmas Talks PodcastThe problem with Net Promoter Score w Martha BrookeSummary
In this conversation, Amas Tenumah and Martha discuss the evolving landscape of customer feedback, particularly focusing on surveys and the Net Promoter Score (NPS). They explore the effectiveness of consumer surveys, the original intent behind NPS, and how it has become a tool for benchmarking rather than genuine customer insight. Martha emphasizes the importance of understanding customer behavior and the need for companies to gather meaningful feedback rather than just chasing scores. They also touch on the devaluation of expertise in decision-making and the consequences of poor feedback practices. The conversation concludes with strategies for companies to improve...2024-11-0444 min
Next in QueueMay I See Your Rental Agreement featuring Amas TenumahCustomer Experience is on the decline in almost every sector. In 1987’s Planes, Trains & Automobiles, Steve Martin’s character embodied the frustration many customers feel today. His expletive-laden tirade at a disinterested and unhelpful car rental agent played by Edie McClurg might resonate with many customers today. If it were a real company, some might suggest Marathon Car Rental should hire a CX Consultant.
But Customer Service Evangelist, Amas Tenumah, has some very different thoughts on the CX movement, consultants, and what will ultimately improve customer experience. His refreshing takes can be found in his books, multiple podc...2024-08-2342 min
Contact Center ShowIn God We Trust Everyone Else Bring DataBob 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.tv2021-04-1324 min
Contact Center ShowThe forgotten essential worker - Contact center agentsBob 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.tv2021-04-0528 min
Contact Center ShowThe lure of the contact centerAmas 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.tv2021-03-3019 min
Contact Center ShowAre 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.tv2021-03-2224 min
Contact Center ShowThe Contact Center Show PromoAmas and Bob combine their experience and humor to bring insights, methodology, and lessons that will impact your contact center career. 2021-03-1600 min
Contact Center ShowThe Contact Center Show - How to Wow at scaleAmas 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.tv2021-03-0819 min
Contact Center ShowContact Center Match MakingAmas 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.tv2021-03-0818 min
Contact Center ShowCan 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.tv2021-03-0120 min
Contact Center ShowDo 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.tv2021-03-0127 min
Contact Center ShowThe forgotten Customer Service EmployeeIn this episode, Amas and Bob discuss the following: - Most of the money and energy is around technology, processes and not the employee, is that a mistake? - The trickle up theory - What's the most important metric to watch in a contact center To learn more about Amas, Bob and The Contact Center Show, go to: www.contactcenter.tv2021-02-1620 min
Contact Center Show#1: The Ubiquitous Contact CenterAmas 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.tv2021-02-1019 min
The Curated ExperienceThe Curated Experience (Trailer)2020-07-1500 min
The Curated Experience#71 How to be the smartest person in the contact centerDon't be afraid to make a mistake
Build a "river of information"
Get a tribe - make connections
Join associations like CCNG 13:23
What learning looks like in a remote world2020-06-2633 min
The Curated Experience#70 Your Contact center needs a Makeover (for free)Is the stereotype of contact center true?
Did you watch the show about the call center called Outsourced
The characteristics of a bad contact center environment in one word is surveillance
If you do not trust your employees you are doing it wrong
Contact centers create too many rules for the exceptions not the rule.
Are your rules for the employees or for you
Tips for making changes in the contact center for the better without spending a penny
Getting to the bottom of the employee sentiment.2020-06-1029 min
The Curated Experience#69 Augmented Reality is here to save Field Service W/Gary YorkGary York is a serial entrepreneur and technologist and CEO of helplightning
Teleportation is coming but in the mean time we have Augmented reality specifically virtual presence.
Differentiation Virtual Reality from Augmented Reality
More information about Help Lightning and Gary York https://go.helplightning.com/remote-expertise
Twitter: https://twitter.com/GaryYorkTech
LinkedIn: https://www.linkedin.com/in/gary-york-38b87/2020-06-0527 min
The Curated Experience#68 - OmniChannel is like a superfood & Why Voice will never dieShow Notes
Bob once wrote 5 years ago "Omnichannel or Die" we ask Bob if that article aged well
The compounding effect of doing better on digital channels
The rumors of the voice channel demise was greatly exaggerated
What are the new goals of Omni
Bob's Sales/Marketing envy rears its ugly head agan
Situational Video vs Video everywhere2020-06-0127 min
The Curated Experience#67 What Customer Experience can learn from Minor league Baseball w Zach ThomasEmployees, customers or Shareholders if you had to start with one
Is your "Why" Strong enough but more importantly "who" will you become.
What separates the "haves" vs "have nots"
How do you turn turnover into an opportunity
Why leadership is the number one investment every organization should make.2020-05-1329 min
The Curated Experience#66 Customer Experience must make dollars and sense/ Jason BradshawHaves or Have nots
The most customer centric Company on earth story
Why posters on the wall and a new value statement telling the world you care about the customer is worthless
How do you get the CFO on board for your cx efforts
Commercial Chief customer officer
StakeHolder Hierarchy - who comes first - customer, employee or stakeholder.
His answer will surprise you2020-05-1225 min
The Curated Experience#65 How to almost get fired and other leadership tips w/ Bob FurnissBooks to read - Never eat alone, Good to Great, who move my cheese, freakonomics
Contact center churn - Why did you stick around so long
Diversity in contact center
Most embarrassing day of your professional career2020-05-0620 min
The Curated Experience#64 Service will always be about People w/ GQIn the age of Ai, and tech and more tech we still need humans and more than ever before.
_ Chatbots, chatbots chatbots
-reducing cognitive load on the rep by getting every single agent an AI assistant
-Trends post Covid-19
Embrace WFA - Work from Anywhere
Beware of data/asset protection
Think about its impact on channels
Full view of the customer experience.
GQ is cofounder of LTV plus - https://www.ltvplus.com/author/gq/
Twitter: https://twitter.com/gqfu2020-04-2817 min
The Curated Experience#63 Tips for Managing a WFH contact center in a COvid19 World3 Tips if you have never managed a WFH team
Distraction Management
Engagement
Reporting
Digital for short communications
Zoom/Webex isn't feedback
Use the YMCA method of coaching
Bob's dress code on Video conferencing2020-04-0819 min
The Curated Experience#62 - Leading a customer facing team in a crisis W/Bob Furniss- People first
- Be honest
-Say when you don't know
-Take stock in things that are working now or not working to incorporate into your playbook
-Be a decent Human Being
#coronavirus2020-03-2327 min
The Curated Experience#61 - Are Customer satisfaction Survey dead? W/Bob FurnissWhat role do surveys play in getting the voice of the customer?
Why do less and less people respond?
How do you build a world class VOC program?
Where do you start
Reach Bob across all channels @Bobfurniss2020-03-2230 min
The Curated Experience#60 - AI will reduce the need for ManagersAll the talk about AI eliminating jobs of folks in trucking and contact center agents
Is this true? We are not there yet.
AI will democratize decision making
Reducing the needs for front line manager
It will improve the customer experience2020-03-0908 min
The Curated Experience# 59 - The Contact center of the FutureBob Furniss and I prognosticate on what the future of the contact center would look like.
Starting with its mission
What skills the people will need
Goals and Metrics
Reward and Incentive2020-02-2030 min
KOA Q&A with Ed GreeneAmas Tenumah, No One Wants Customer ServiceYou’ve been there. Simply trying to get help with something – internet service, health insurance paperwork, tech support for your phone – and can’t get an actual person on the phone. Why do companies do that? Why is customer service so bad these days? Will it ever get any better? On “KOA Q and A” Ed Greene talks with Customer Service Expert, Amas Tenumah, author of No One Wants Customer Service and Founder of BetterXperience to find out the best ways to get - and give - better customer service!2020-01-0310 min
The Curated Experience#58 - Year wrap up and PredictionsPredictions are a risky game, so naturally I invited Bob to play. It is clear we are in for a wild ride. #customerservice #customerexperience2019-12-3028 min
The Curated ExperienceEpisode 57 - Live ICMI show from Chicago with Bob FurnissLive show with an in studio audience with my partner in crime Bob Furniss. What CX means Role of AI Do we still need humans? How do you get buy in from senior leaders Much much more. 2019-12-0556 min
The Curated Experience#56 - What Leadership looks like w/Darren FordLeadership lessons and career Mistakes
How do you continue to grow in your career
Bad bosses
What makes a good boss2019-11-2225 min
The Curated Experience#55: Is Empathy a skill or an Emotion (With Bob Furniss)Effort vs Delight
Is effort sexy?
Is empathy a skill or an Emotion
What happens when you have to show empathy 27 times in a row
What happens when the company sucks but the agents are good.
Favorite customer survey question2019-10-2616 min
The Curated Experience#53 What Leadership looks like with Bob Tell stories to be effective 6:00 Why it is a tough gig 7:29 Agents picks their own supervisors 9:00 Recognize good agents 9:37 What do you read 11:00 Are you a traffic cop or a leader 13:32 Tips for gaming the stats system 19:28 The YMCA coaching method Attached is a must read list2019-09-2740 min
The Curated Experience#52 - The most Honest Resume w/ Bob FurnissI start the show talking about my biggest career regret
Bob shares his opportunity to be one of the first Fedex employees
At any stage in your career you are, find a wave and ride it. Bob found Salesforce a decade ago before it became big in the service world.
I ask Bob about how he got comfortable bringing his whole self to work
Learn more about Keesha's story at http://www.warriorprincess.org
Follow Bob @Bobfurniss2019-09-1533 min
The Curated ExperienceEpisode 51- The formula for Perfect Customer ServiceBob Furniss is a 40 Year veteran of the space
Customer Service Agent and Supervisor are the toughest jobs in the space
Human emotion has a formula that is changing in real time
As you improve Self Service the CS job gets harder
Level 1 customer Service is going out of business
Best Practices/Benchmarking should be you comparing customer's latest expectations with your level of service
Focus on getting a little better every day
Employees over Customers2019-09-0536 min
The Curated ExperienceEpisode 50 - Your CRM implementation will fail- Odds are against you
- Why are the odds against you?
- What can you do?2019-08-3005 min
The Curated ExperienceEpisode 49 - The next Generation of Employees-Explore gen 1, gen 2 and gen 3 service employees
-What skills do you need now2019-08-2307 min
The Curated ExperienceEpisode 48 - Stop Promoting your best employees- Leading people is hard
- It is for the select few
- You do not and should not promote your best people2019-08-1607 min
The Curated ExperienceEpisode 47 - Contact Center Outsourcing is a jungle- Listen to Outsourcing is broken
- Things haven't gotten much better
- We have answers2019-08-1107 min
The Curated ExperienceEpisode 46 - You are not Ready for AI - Part 2Ai in service has plenty of promise and it will be a game changer.
- You are not ready
- Let us show you why2019-08-0407 min
The Curated ExperienceEpisode 45 - You are not Ready for AI in service - Part IAi is coming in customer Service is your contact center ready? We can help this is a short 2-part episode2019-05-2406 min
The Curated ExperienceEpisode 44 - Remembering Herb KelleherEmployees over customers. Do you have to pick? What is the pecking order?
Where do shareholders rank?2019-04-2205 min
The Curated ExperienceEpisode - 43 - The customer Service False Choice- Customer Service still Matters
- Everyone still claims they care about it
- There is a false choice2019-03-1404 min
The Curated ExperienceEpisode 42 - How AI can transform the Agent ExperienceFor all the hype around the AI one of the immediate places of impact is in Employee experience in the contact center2019-01-2706 min
The Curated ExperienceEpisode 41 - Is great Service Born or Made?Close your eyes and imagine the best service organizations how many of them are born that way and how many are made?2019-01-1808 min
The Curated ExperienceEpisode 40 - Fixing Customer Relationship conundrum part 2Nothing more central to running a company than the Relationship you have with customers. Most companies get the customer relationship wrong.2018-12-0634 min
The Curated ExperienceEpisode 39 - Fixing the Customer Relationship Management conundrum (w Jamie Ham)Nothing more central to running a company than the Relationship you have with customers. Most companies get the customer relationship wrong.2018-12-0226 min
The Curated ExperienceEpisode 38 - How to reduce the cognitive load on an AgentThe pressing issue for contact center agents is their cognitive load, we can fix this2018-11-1908 min
The Curated ExperienceEpisode 37 - The 3 Imperatives for Contact center LeadersYour mission as a leader of a contact center is pretty simple. Make work more meaningful for your employees to do that do these 3 things.2018-11-1008 min
The Curated ExperienceEpisode 36 - Why you need to be a Persuasion Expert in CX w JeffWhy is persuasion in such a high demand from a business perspective?
Jeff says that we all live or die based on our ability to persuade. That's a bold statement!
If you think about Customer Service, the vast majority of interactions start with the premises that something has gone wrong, which is why customers call. How the Support Agents should deliver the news that the solution the customer is calling for won't be delivered today? How to say "no" to a customer or deliver bad news?2018-09-2016 min
The Curated ExperienceEpisode 35 - Why we need to rethink QAI want to talk about Quality Assurance specifically in contact centers. I want to give you 3 reasons to rethink QA.
1. Sample size. You'll be making a conclusion over a small size of data, and you might be biased on the interactions you decide to listen to.
2. The entire premise of QA was created several decades ago. Is it still relevant today?
3. If you cannot link directly QA efforts to the ROI you're looking for, you have to rethink it Quality Assurance.2018-09-2008 min
The Curated ExperienceEpisode 34 - Stop Telling Call Center Agents when to use the BathroomI want to talk about the call center agent because I have a passion for improving the agent experience.
Being a contact center agent sucks because of the leadership in the organization, but it does not have to be this way. We schedule, regulate and punish agents for going to the bathrooms at the wrong times. Most of the managers speak to me about the needs of the business and that if bathroom breaks were not scheduled that would harm the productivity and the numbers. I call Bullshit on that!2018-09-0209 min
The Curated ExperienceEpisode 33 - 3 Strategies for Dealing with difficult customersI want to discuss why we have difficult customers and what to do with them.
1. You are creating difficult customers.
So do a self-evaluation on why customers are "difficult."
2. Fire some of your customers.
Sometimes you just don't need certain people to be your customers.
3. Upskill your folks with better tools.
Tools and knowledge that helps your team deal with complicated human interactions.2018-08-2807 min
The Curated ExperienceEpisode 32 - Why Benchmarking is a waste of TimeCustomer Experience needs to be personal and copying other crappy industries isn't the way to go.2018-05-2006 min
The Curated ExperienceEpisode 31 - What call center leadership looks like after AI eliminates jobs (w/Darren Ford)- Remember the paper- less office
- How will we screw up this whole AI thing in service
- What happens when all the humans in the contact center get eliminated
- What happens when every call in the contact center is a tough one
- Federal prisoners have more freedom than call center agents
-Healthy culture
- who do we hire is the most important decision to make
- People in HR will be super busy
-Value people2018-02-2024 min
The Curated ExperienceEpisode 30 - The Service Industry Is Still Measuring The Wrong ThingsI had an interesting conversation with a colleague about analytics a few weeks ago about analytics software. We talked about AI and advanced analytics but I digress. I want to talk about what service leaders measure, particularly in the contact center or service centers. What are you measuring? Do me a favor, bring out your scorecards and lets evaluate what you are measurin. I will wait. Let us start at the top of the organization. Most of your metrics tend to be financial, then it filters down to whoever t2018-02-0212 min
The Curated ExperienceEpisode 29 - Why you can't listen to the expertsWe worked in 70 year old company, I wanted to run customer service like a start up right after a B round. He ran IT like the KGB. We were a match made in hell.
I had a running list of initiatives in customer service and he always said no or it will happen some day. So I found the cloud, I didn't have his patience.
He hated the cloud because he read somewhere that the Cloud will never be good enough for enterprises.
"I will chain myself to the servers before we ever move to the cloud". He had a...2018-01-1307 min
The Curated ExperienceEpisode 28 - Customers don't trust youI got a check in the mail, it was from my cable company, they reimbursed me (without my asking) for all the times my service went out. I was happy they did this until of course I woke up and realized it was a dream.
Getting customers to a place where there is emotional trust doesn't happen by accident, there is a way to begin building trust.2017-10-2308 min
The Curated ExperienceEpisode 27 - What Elon Musk Gets About Customer FeedbackI have said it before, most customer surveys are a waste of time.
I had a bad experience at Best Buy, so I decided to share some free feedback with their CEO - didn't ask for anything, just wanted to share my suggestions as a customer. My email got forwarded to someone, who proceeded to offer me a gift card to Best Buy - I was offended, and hurt that they think I am so easily bought. Then I got over my hurt feelings and used the gift card to buy a new headset.
This is a short episode, listen...2017-10-0307 min
The Curated ExperienceEpisode 26 - "You Must Consider Your Customers Whores" w Jamie Ham7:11 the problem with NPS is that it is antiquated.
8:00 Lack of imagination. Ingenuity is lagging behind: you already know your customer better than you think.
9:10 do you have a loyalty card?
9:27 I have no fucking idea what it does2017-08-2928 min
The Curated ExperienceEpisode 25 - The Tyranny Of Incrementalism w Jamie Ham8:17 Customer experience is a product
11:11 nuke the competition
12:05 CSAT, NPS is no longer cutting edge2017-08-2913 min
The Curated ExperienceEpisode 24 - We Are So Disconnected w Jamie HamWhy we are so disconnected in the age of Facebook and why it matters2017-08-2915 min
The Curated ExperienceEpisode 23 - Why You Can't Trust CustomersIt's never been a better time to have opinions - especially if you are a customer, everyone wants your opinion. How do you feel about the delayed flight? Give us your ideas on how to improve our clusterfuck of a service. On and on.
The idea is you create a "Voice of the Customer" program that will inform how a company might improve it's experience. Problem is the "Voice" you are hearing from the customer is uninformed and misleading.2017-06-1210 min
The Curated ExperienceEpisode 22 - Customer Service is harder than Rocket Science pt 2 (w Luke Anderson)"If I can only clone my best employees".
Think about your best employee - the one you are always creepily talking about cloning. The one who seems to connect emotionally with customers, says the right things and customers love. Instead of cloning, the goal should be thinking about how to influence their thinking.2017-04-1032 min
The Curated ExperienceEpisode 21 - Customer Service is harder than Rocket Science pt1 (w Luke Anderson)I got to stop watching the news, it is messing with my worldview - I am pro-human being, I am decidedly optimistic about the inherent goodness of humans. Whether you are bullish or bearish on the goodness of humanity is beside the point. The thing is at some point in your business you have to put two human beings in a room or on the phone who have never met each other - correctly predicting how well that ends is nearly impossible. This is why I was pretty stoked to talk to Luke, he is focusing on that very...2017-04-0429 min
The Curated ExperienceEpisode 20 - Jumping Over The Dollars Of Tomorrow For Cents Of Today"Jumping over the Dollars of Tomorrow for pennies of Today" _ Michael Furman2017-03-2518 min
The Curated ExperienceEpisode 19 - Stop Blaming Training for your customer Service problemsYou don't need more training, training is not the reason your experience stinks.2017-02-2805 min
The Curated ExperienceEpisode 18 - What A Customer Service Clusterf*** Looks LikeThe anatomy of a painful customer experience2017-02-1721 min
The Curated ExperienceEpisode 17 - I should be fired w Amayea"Leadership is the art of disappointing people at a rate they can stand".
I hated my boss, I thought he was an a$$hole. I couldn’t afford to quit, I had an addiction to working electricity and a roof over my head. So I did next best thing,
There are many things about those days working with him that stuck with me, he loved quotes - some of them were more confusing than profound but they all had one theme - leadership is about getting people outside2016-11-1220 min
The Curated ExperienceEpisode 16 - Stop putting Customers FirstIf you want great customer experience, stop putting customers first.2016-10-0612 min
The Curated ExperienceEpisode 15 - What helping to discover Lady Gaga can teach in CX with Louie Lavellamaster promoter Louie Lavella is on the issue to talk about social media and CX. The experiences translate from hollywood to wall street2016-09-2124 min
The Curated ExperienceEpisode 14 - In Defense of Stupid QuestionsI was held at customs for about 30 minutes for being smart ass, I thought the customs agent and I were bonding over our respective jobs. Turns out I crossed the line, he didn't find any humor in me asking him why he has to ask every traveller a set of stupid questions. File that under "doesn't follow rules". No one is required to ask more stupid questions than people with customer facing jobs. They know the questions are stupid, so do their bosses but day after day this harmful practice continues... We put this issue to bed once and...2016-08-1007 min
The Curated ExperienceEpisode 13 - What to do with Millennials in CXHow millennials can help or hurt the Customer experience with Darren Ford. #Podcast2016-07-2119 min
The Curated ExperienceEpisode 12 - Your Call May be Recorded for our comic reliefManually pecking around looking for random calls to listen to does little for the customer experience and it’s the financial equivalent of using your 401K to buy lotto tickets.
Virtually every 1800# you dial has an ominous warning - “Your call may be recorded for quality purposes.” The net is there are now billions of interactions recorded, yet the quality of interactions have largely stalled.2016-06-2319 min
The Curated ExperienceEpisode 11 - The Damn Millennials are killing the Customer ExperienceOne of my clients used to brag about his refusal to hire any more young people - his argument was "the damn millennials were too entitled." He would constantly hold up his attrition over the last 5 years as proof. He was in online retail and his margins couldn't handle the abnormally high turnover. So I was hired to bring back a strategy to change the make up of his workforce that was at the time 80% millennials. The data notwithstanding the millennial hypothesis rang like bullshit to me but we studied it, there was a problem for sure, for starters...2016-05-1919 min
The Curated ExperienceEpisode 10 - Evolution of International Contact Center OutsourcingAdrian joins the show to talk about the evolution of international outsourcing in the contact center space2016-05-1420 min
The Curated ExperienceEpisode 9 - Omni Channel Is Bulls***tCustomers have lots of legitimate complaints about customer service - automated systems that seems to have been designed by sadist. They are constantly punted from one department to the next, and they have to repeat their problem over and over as they are punted from one person to the next like a football on 4th and 25. prioritizing where to focus can be challenging but for heaven’s sake we shouldn’t be focusing on a unicorn like omni-Channel2016-05-0910 min
The Curated ExperienceEpisode 8 - The Place For Humans In the Customer Experience with Jamie HamTechnology is changing the landscape of the customer experience. On today's show Jamie Ham discusses what the future might look like, why you should fire customers and how humans thrive in this equation.2016-03-1917 min
The Curated ExperienceEpisode 7 - Being a Call Center Agent Sucks and how we can fix itI asked an executive if his son would be considering a job in his own call center and you would think I was suggesting his son take a job with ISIS! He was completely disgusted with the question. I don't blame him, the job sucks. It doesn't have to be this way. The thing is, it's not just because of screaming customers, it's largely because of the environment we have created for people in these jobs. For starters, many organizations treat the roles like prostitution with patronizing policies and utter disregard. You can read my post on that here...2016-02-2232 min
The Curated ExperienceEpisode 6 - Why car dealerships are going extinct with Jake RamstackYou are not supposed to be able to buy a house or a car without a middleman - whose value is dubious at best. The customer experience can definitely improve but what role will the actual dealers play?2016-02-1222 min
eBIMInterview with Amas Tenumah, VP Operations, TelefloraGet a sneak peak of the Teleflora case study presented by Amas Tenumah, VP Operations, at the International Contact Center Exchange conference taking place this October in Miami.2010-06-2518 min