Shows
Contact Center ShowEnabling frontline leaders This conversation delves into the critical role of frontline supervisors in contact centers, exploring the challenges they face, the future of their roles amidst technological advancements, and effective leadership strategies to support them. The discussion emphasizes the importance of human connection in leadership and the need for organizations to prioritize the well-being and development of their frontline supervisors. Takeaways The job of a frontline supervisor can be overwhelming. Many supervisors lack adequate training for their roles. Time management is crucial for supervisors to balance their responsibilities. Supervisors often spend less than 50% of th...2025-05-0119 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
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 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 ShowGovernment intervention in service?Takeaways Customer service experiences can be frustrating and time-consuming. Government intervention may be necessary to improve customer service standards. Companies often fail to address their own customer service issues. The experience of customers with disabilities is often overlooked. Regulations in Europe provide clearer guidelines for customer service. Technology alone will not solve customer service problems. Organizations need to actively seek feedback to improve service. Customer service representatives often have limited solutions to offer. Internal reforms are essential for enhancing customer experience. The government may step in if companies...2025-01-2514 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 minContact Center ShowWhy Hybrid work is so hard to manageSummary In this episode, Amas and Bob discuss the complexities of hybrid work, particularly in the context of contact centers. They explore the evolution of remote work, the challenges of engaging employees in a hybrid environment, and the strategies leaders can implement to ensure success. The conversation highlights the importance of digital communication, effective training, and the need for organizations to adapt to the changing expectations of the workforce, especially among younger generations. Takeaways Hybrid work presents unique challenges for leaders. Effective communication is crucial in a hybrid environment. Training and...2024-10-0716 min
Contact Center ShowIs training the problem? **Key Highlights:** 1. **Introduction:** - Bob enjoys the banter with Amas about customer service challenges. 2. **Sister's Experience:** - Amas shares a story from his sister about difficulties in returning items, highlighting widespread customer service frustrations. - Discussion shifts to training as a core issue in service quality. 3. **The Training Debate:** - Bob emphasizes that training isn't just a simple problem; it encompasses various methods (classroom, online, interactive). - The importance of hiring effective trainers with strong facilitation skills is noted. 4. **Expectations vs. Reality:** - Unrealistic e...2024-09-2316 min
Contact Center ShowAttrition and loneliness**Podcast Summary: Tackling Contact Center Attrition** In this episode, Amas and Bob dive into the persistent challenge of attrition in contact centers. They reminisce about Amas's experience running a center in the mid-2000s, where the attrition rate hovered around 7-9%. Surprisingly, even after 15 years, the current rate remains about the same. They explore whether this issue is truly fixable and discuss the implications of attrition rates comparable to those in retail environments. Bob emphasizes the importance of analyzing data beyond just averages to identify specific areas of concern. He points out that while some...2024-09-1817 min
Contact Center ShowThe future of knowledgeIn this episode, Amas and Bob dive into the ongoing struggle with knowledge management in contact centers—a problem that's been around since the Clinton administration. Despite years of technological advancements, knowledge management remains a significant challenge, with many customer service representatives still struggling to find the right information quickly. Bob shares his optimism about the potential of generative AI to revolutionize knowledge management by aggregating and analyzing data from various sources. However, both Amas and Bob acknowledge that while AI could improve information retrieval, the real challenge lies in the human and process side of things. Th...2024-09-0419 min
Contact Center ShowValue of In person events***Episode Highlights:** 1. **In-Person Events vs. Online Meetings:** - Amas and Bob discuss the value of attending in-person events in an era dominated by virtual meetings. They argue that face-to-face interactions foster deeper connections, networking, and learning opportunities that virtual settings can't fully replicate. 2. **The Importance of Networking:** - Bob emphasizes the benefits of meeting new people at events, sharing experiences, and learning from peers. He suggests that these interactions can offer fresh perspectives and solutions to common challenges in the industry. 3. **The Power of Human Connection:** - Amas reflects on how he...2024-08-2907 min
Contact Center ShowContact center leadership post covidIn this episode of the Contact Center Show, co-hosts Bob Furness and Amas reconnect to discuss the evolving landscape of contact centers, focusing on the challenges faced by agents in today’s complex work environment. They delve into the increasing isolation that many agents experience, particularly with the rise of remote and hybrid work models. Amas and Bob emphasize that while technology plays a significant role in the industry, it cannot replace the critical need for human connection and empathy in the workplace. The conversation highlights the importance of maintaining strong relationships between managers and their teams. Bo...2024-08-1918 min
Contact Center ShowDid AI fix the call center agent experience?Welcome back to the Contact Center Show! Amas and Bob kick off a new season with a dynamic conversation about the state of contact centers and the experiences of contact center agents. **Amas:** "Bob, it’s so good to see you again. How have you been?" **Bob:** "I’m doing well, Amas. It’s great to be back in front of the mic." The duo dives into the evolving landscape of contact centers since their last discussion in 2023, particularly focusing on the impact of AI technologies like ChatGPT on agents’ experiences. Amas shares his observati...2024-08-0714 min
Contact Center ShowWill AI Kill the contact center? Podcast Summary: The Future of Contact Centers with Amas and Bob Hosts: Amas and Bob Topic: The evolving landscape of contact centers and the impact of AI technology. Key Points: Introduction: Amas and Bob reunite to discuss the future of contact centers, emphasizing their long-standing involvement and passion for the industry. Industry Predictions: Amas shares a pessimistic view from a major IT consulting CEO predicting the demise of call centers due to advancements in AI and technology. Bob counters with optimism, likening the prediction to the exaggerated reports...2024-07-1615 min
Customer Happiness ShowThe hidden taxes of customer serviceBob Furniss talks customer service on this week's podcast. He discusses the taxes for cheap postage, long wait time and other hidden taxes of cs. Furniss: There's always a line in the sand that we're willing to abide by. - Bob Furniss: There's like two Americas in customer service. He says there's two Americas with people that don't have the ability to live in the one America. The only way to get good service is to pay up for it. Furniss: How do we solve that? - There are still some basic promises you have...2024-04-1118 min
Customer Happiness ShowPress 2 for sales, press 3 for painWe've been in the customer service industry for more than 65 years combined. Amas and I created this podcast to share our thoughts on how you can navigate customer service. While we don't always agree, we hope that you will be the winner based on our experiences. - Amas says he cannot call 1800 numbers in front of young children. He says 50% of the time, he has to talk to a machine. Why don't we ditch the entire press one, press two, talking to a robot deal? Greene: Let's just get rid of it. - A survey f...2024-03-1815 min
Customer Happiness ShowHighlighting positive stories in Customer ServiceBob: Today, we talk about what is actually going well in the world of customer service. He talks about a drive through coffee place in Memphis called Seven Brew. Greene: Every bite of the food tastes like getting a warm hug from your grandma. - If I ever go back to a small town, it's the only place I'll stay. I remember working without my book bag. By the time they finally getting around to call me, it was already in front of my door. I can't imagine doing business with anyone else. - Amazon's self service and how...2024-03-1016 min
Customer Happiness ShowThe Doctor will see you eventuallyAmas and I created this podcast to share our thoughts on how you can navigate customer service. While we don't always agree, and I often have to explain to Amas why he's wrong, we hope that you will be the winner. - Bob: You make an appointment with your doctor, the doctor picks the time. Greene: If you are late or no show, I would charge you for it. He says the only thing he can come up with is some kind of fairness. Greene says make your appointments early in the morning. - The...2024-02-2215 min
Customer Happiness ShowLessons from Taylor Swift on customer serviceBob It's Bob Furnace and I've got with me today amas tanuma. And we are back and with our next session. We are glad that you've joined us. Today we're going to jump into something that's a little bit different today. We're going to talk about the biggest thing going on in the world today. Amas, is that good with course, of course. Amas Taylor. Global warming? Bob No, Taylor Swift. I read an article recently entitled I asked Chat GPT the top 20 lessons I can learn f...2024-02-1113 min
Customer Happiness ShowDo Spirit airlines customers care about service?Bob and Amas Amas and I created this podcast to share our thoughts on how you can navigate customer service. Based on our experiences working from the. Inside out, I Bob, it is good to see you. We usually record on Fridays. Spirit Airlines: The Customer Service Story Bob .: Most spirit airline customers know the horror show that can be flying this airline. Three out of four of those same. customers, after a bad experience, continue to fly on spirit airlines. He says this has more to do with pricing and availability versus...2024-02-0716 min
Customer Happiness ShowShould you bother with surveys?Amas You decided to come take the beating in person today. Bob I did. It's the first time I've been in a room with you on a podcast, so I have left all the knives at home. Amas Awesome. Let's jump into it, because I do have a story to share with our audience today. So I'm at DFW airport. You go use the restroom. And ladies and gentlemen, if you haven't seen this on your way out, there's a little button thing that says, I've seen them press...2024-01-2811 min
Customer Happiness ShowShould the law mandate better service?Bob We've been in the customer service industry for more than 65 years combined. Amas and I created this podcast to share our thoughts on how you can navigate customer service. And while we don't always agree, and I often have to explain to Amas why he's wrong, we hope that you will be the winner based on our experiences working from the inside out. Amas Thank Bob. Amas It is good to see you. I look forward to kicking your ass again. Amas So today...2024-01-1610 minContact Center ShowThe customer Happiness showBob, it has been a while since we have talked to the contact center show audience, and there are some rumors that I want to put to bed. Bob, the word on the street is we got rich and famous and we stopped putting out new show. I've gotten some responses from our fans. Can you put these rumors to bed? What actually happened here? Bob Well, as you can see, I'm calling you from my yacht. So the rumors are not true. I don't think anyone who uses the word customer service anywhere in...2024-01-1514 min
Customer Happiness ShowHow important is your customer rating on uber and airbnb? We've been in the customer service industry for more than 65 years combined. Amas and I created this podcast to share our thoughts on how you can navigate customer service. While we don't always agree, we hope that you will be the winner. - We've become a country that just judges everyone around them. Even customers get rated. He says ratings as a customer can affect my service. Amas says he's okay with the rating, but he wants a path to fix it. We are being rated as customers in ways that never happened before. Bob would like some kind of a...2024-01-0912 min
Customer Happiness ShowShow trailerIs bad customer service making your life hell? We can help. Subscribe to the customer happiness show2024-01-0300 min
Customer Happiness ShowShould you be a Karen?Social Media may be the best place to get customer service. You often get faster and more efficient service comparatively. So let's give you some inside look at that. They're the best agents, right? Is that what you had in your contact center? Oh, absolutely. Yeah. Because it's a very high profile channel, and most of the companies we all deal with put the best of the brightest there because they don't want to be embarrassed. That is absolutely right. But we definitely agree that social media works, right? I've gotten the quickest response, the best response through social...2024-01-0312 min
Customer Happiness ShowAre Apps better than Human for airline customer service?Bob, it is good to see you. So, I was on a flight recently from San Francisco, and as it always happens, surprise, surprise, the flight was late, but the lady at the front desk was telling everyone that, hey, listen, guys, we know your flight, it's late, but we're going to be boarding in, in 30 minutes. While she was saying that, I was online and I already knew that the flight was canceled. So before most people 2023-12-2912 min
Customer Happiness ShowShould We Outlaw Tipping with Bob Furnis Bob: I think not only is tipping gone too far, I think we should just end the whole tipping thing completely. Europe doesn't have tipping anymore. Almost every part of the world is eliminated, and we have held onto it. - Bob: What offends him most about tipping is the disparity of service and pay. He says what correlates to good tips are looks. Bob: Tipping has its place in American culture, but it would require a change in the law to make a difference. - I took Bob to the woodshed and I won this debate. I think we...2023-12-1712 min
Customer Happiness ShowIs self check out still worth it?Amas Bob, it is good to see you. I've got some beef that I want to share with you. You know, I hate going to grocery stores, but I got out of my house. I put on pants. I went to Walmart. I did. I went to Walmart, right? I go to Walmart, hate going to. Bob Any grocery store, but I go, I. Amas Pick up my items. I've got about 20 or so items. I get to the self checkout line. There is a friggin line for self...2023-12-0708 min
Customer Happiness ShowShould we dethrone turkey for Thanksgiving? Bob : I have no idea why we keep making turkey the star of the show of Thanksgiving. He says turkey is the worst part of that meal. Bob: What we're looking for is a moist turkey. Let's give up this nonsense. Bob is thankful for family and friends like you. He loves the tradition of friends giving. Why wasn't the turkey hungry on thanksgiving? It didn't want to eat itself. Happy thanksgiving to you and to everyone. For Get to know BOB, " https://www.linkedin.com/in/bobfurniss/ "2023-12-0509 min
Amas Talks PodcastCustomer Service & Life Lessons with Bob Furniss - Bob: I heard a rumor that you retired to your beach house. Is this true? I've been in the customer service industry for my whole life. I may announce some stuff in the next couple of months. Redoing Bobfurniss.com . If the listeners want more details, go to my LinkedIn Bob Furniss. - The best and worst customer service experiences include Ally Bank and Best Buy. Consistency is one of the most important things to a customer. Best Buy has incentivized their people to care about the things that matter to the consumer. - "...2023-11-0735 min
Contact Center ShowWhat we learned this seasonAmas and Bob take a look back a their third season of the Contact Center show. "I plan to spend the offseason doing nonprofit, keisha Warrior Princess, we aims to educate women on the importance of self exams and of gynological appointments annually."- Bob I'm increasingly getting feedback from people who are not deep into the contact center, but are contact center adjacent. Whether they be like, people who work in other departments, consumers, what have you. If you're out there again, we want to hear from you. - Amas "Sp...2023-06-1633 min
Contact Center ShowHow to Prepare for CCaaSBob and Amas discuss how you should prepare for CCaas: Three out of four contact centers today have not yet made the move. Every vendor is telling companies to make this move. The improvements are happening in their new cloud system. We're getting close to the point where this would be a baseline requirement. CCaaS allows agents to use all of their channels in one interface. It adds some user capabilities for the agent. That makes their life a little bit easier. Is this something that's going to change my life at all?2023-06-0932 min
Contact Center ShowHow to Seperate the Hype from Reality with Generative AIAmas and Bob tell you how to separate the hype from reality with GPT: - AI will eliminate 75% of call center jobs. AI will even make your bed. These are some of the real headlines about what generative AI things like Chat GPT will do to the contact center. - I think the next knowledge will be the impact. It's going to affect the way that we write knowledge articles. Marketing is an example of how knowledge is going to be second in the contact center. And then the last step is talking t...2023-05-2940 min
Contact Center ShowKnowledge is the new oil, but do you know how to drill?Bob and Amas discuss the world of knowledge. "I'm going to date myself that we had knowledge on paper in binders at every desk." - Bob "In fact, I believe that if used correctly, knowledge or technical product content in this case is and should be seen as marketing." - Mike "So we have this issue. There are 1400 page PDFs running out there. How would you think about the problem and and how? How have you advised people to begin to think about solving it?" -Amas Connect with Mike S...2023-05-1530 min
Contact Center ShowThe Contact Center CFOAmas and Bob discuss the role of the CFO in the Contact Center: "Yeah, there is a the metric but there reason your are measuring FCR, repeat call rates, average call rate, they should lead somewhere." -Amas "I gotta be ready to tell the story of the history, the real-time and the future." -Bob 2023-04-2442 min
Contact Center ShowThe Outbound Call CenterAmas and Bob discuss the outbound call center: "This is giving me flashbacks of my teenage years when I was doing telemarketing." - Amas "Time is money! Interactions to Sales matter - from a cost perspective." -Bob "Well first of all it's a tough job, in that job I was talking about I called 60 people maybe 20 talked to me, that's a lot of negativity." - Bob2023-04-1736 min
Contact Center ShowWaiting for Serivce InterviewBob interviews Amas about his latest book "Waiting for Service" "If our industry could get the waiting part right before worrying about the quality of service..." Amas "So if you are listening to our podcast, he is not talking about you, he is talking about the other contact center professionals." - Bob 2023-04-1133 min
Contact Center ShowSoft Skills do not work, your contact center needs Tough skills.Amas and Bob welcome Caryn Fried and Glen Stoffel to the Contact Center Show to discuss the reality of soft skills. Quotes "People drive the success of contact centers. I had someone say to me this week - I think people are going away in contact centers. ChatGPT and the future of voice bots and digital bots will replace the human. But I disagree. Technology will never replace the humans in contact centers." "Professional Teams practice. If it looks effortless It didn’t come easy, the effortless is earned” "These skills are not soft skills, they...2023-03-1459 min
Contact Center ShowWhen Social media becomes the primary means of customer serviceDo you use social media to address your complaints or concerns with companies? What are the pros and cons of social service? Does anyone do it well? It is quite overwhelming to monitor the entire internet so where do you start? “how would you feel if every decision you make privately on a contact center ends up on the front page of a newspaper or on facebook?” "If it is written information, it is public:" - Amas "Customers will figure it out...social is better" - Bob And much...2023-03-0835 minContact Center ShowWhy should you use social for customer serviceBob and Amas continue the conversation about Social Service: "You know that quote from 10-15 years ago 'if you do something good your customer will tell 3 people and if you do something bad they will tell 10' now customers are like 'let me tell my 100 followers, 500 followers...." - Bob And much more Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/ 2023-03-0336 minContact Center ShowWhen customers never have to hold?You dial a 1800# and it tells you someone will hold your place in line and call you back when it is your turn? Is someone actually holding your place in line? Key Quotes: "It allows you to not have to listen to Michael Bolton sing “when a man loves a woman for the thirteenth time.” Or even worse, here the “your call is important to us” for the 25th time!" "Yes it is lipstick on a pig- but I am not sure you want your pig to walk around all the time with lipstick...2023-02-2732 minContact Center ShowWill ChatGPT answer 25% of all your inquiries?Amas and Bob take a deep dive into the success of ChatGPT. Chatbots are not new, why is this one capturing hearts and mind? What the heck is a chatbot anyway? Why do most customers hate chatbots and will it change? Will it replace humans in the contact center? How do I start building a bot customers will want? And much more Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/ 2023-02-1741 min
Contact Center ShowIs the Contact center the most interesting place in Corporate America?The contact center may be the biggest melting pot in corporate America. Bob & Amas have 60+ years in the industry What does the contact center get right? Most incredible stories about contact centers Memorable Quote: “Did you lose your daughter? Are you a NARC?” - Bob And much more Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/ 2023-02-1342 minContact Center ShowShould We Join Frontier Airlines in Eliminating Calls?Join Amas and Bob as they discuss eliminating phone calls from contact centers: Before you join the movement to eliminate phone calls from your contact center you should listen to this. Select quotes. "I think they are trying to kill the phone call because they're expensive...." "Is frontier airline the model for customer service?" "At the end of the day, if I think of the best phone call I have ever had with a customer service agent, I still wish had never happened...." And much more Contact Amas and B...2023-01-2129 minContact Center ShowHow to Deal with EscalationsJoin Bob and Amas as they dive deep in how to deal with escalations: "I have always been intersted in the origin of the statement "the customer is always right", they must not work in service..." "In some ways I think the organization is creating escalations..." "I would love to be a supervisor in a call center and not be able to tell a lie....." And much more Contact Amas and Bob. http://linkedin.com/in/amastenumah/" https://www.linkedin.com/in/bobfurniss/ 2023-01-0230 minContact Center ShowYour Call is Being Recorded for quality purposesJoin Amas and Bob as they discuss the dreaded message we all hear when calling for service. What is done with my recording and transcripts at most contact centers? Who owns the data? Three things to change about the recording and quality assurance process. Some quotes... "I don't think it's BS they are recorded but they're not listening to a lot of it..." "Here is what your agent hears after you tell them they scored 84...." "At the end of the day, the job you signed up for is an interaction...2022-12-2936 minContact Center ShowIs Training to blame for Customer service failure?People blame most bad interactions on poor training.Is this true? The training blame game Who is the real culprit when service goes bad What is training actually good for Is empathy a skill or an emotion? And much more... Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/ 2022-12-1234 min
Contact Center ShowWhat is Workforce Management?Ever had 100,000 people waiting in line and angry? You know it is your fault? Have you ever made all your coworkers mad? Today Bob Furniss and I discuss Workforce Management. Why WFM deserves more empathy Why WFM is a lot of art and a lot science Wat makes WFM such a complex job And much more ... Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/ 2022-11-2836 min
Contact Center ShowThe only metric you should measure in a contact center.Tune in to hear... “There are lies, there are damn lies and there are metrics!” If you can’t measure it, you can’t manage it” - Dr Demin Why are there so many damn metrics in a Contact Center Is chasing Average Handle Time effective? Does Average Rate of Answer really matter? And so much more! Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/ 2022-11-1437 min
Contact Center ShowWho is a contact Center Supervisor? Notable quotes "I miss my old job some days it was less chaotic. I used to be an ER Nurse and I am now a call center supervisor in Manila” "I am a manager, a leader, a therapist, a coach, an arbitrator, a time manager, a workforce manager, a teacher, a quality..." I was the best agent - I am now probably the most undertrained manager in the company with lots of responsibility and hats to wear! Contact Amas and Bob. http://linkedin.com/in/amastenumah/ ...2022-11-0736 min
Contact Center ShowWho is a contact center representative? Notable quotes “Every word you say and write is recorded and judged.” “I took phone calls for the first time in the 90s and in many contact center they are still using the same screens I did.” “The dentist is still using a chisel” “We have been hearing about the demise of the contact center agent for 20 years” “The human agent is not going away” Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurn2022-11-0435 minContact Center ShowWho should own the contact center?"Which is worse? What if we had a zero abandon rate? OR What if we reduced service level?” “Marketing claims it sets half of its budget on fire and keeps getting funding.” “tell me why you matter? Tell me why we should spend more? " Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/2022-10-1937 minContact Center ShowWhat is a Contact Center - Part 2Amas and Bob continue the conversation about the evolution of the Contact Center: The heart of the Contact Center Agent Why is it the most scrutinized job in the company? What the role should look like Strategic positioning of contact center Implications of digital/remote to how we run contact centers? Do we need to track bathroom times 2022-08-2916 minContact Center ShowWhat is a Contact Center?Bob and Amas break down exactly what the Contact Center is and is not: The term Call Center should be retired Implications of Remote Agents Quotes: “If you are still calling it a call center, I am judging you” “If the Telephone is your only channel, you are doing it wrong" “We are the contact center, the engagement center, the data center - and yes - the call center! We should have a strong impact on the company - no matter which channel the customer uses!” And so much more...2022-08-2319 minContact Center ShowWhat is a Call Center?Amas and Bob are back discussing all things Contact Center. They combine their 50+ years of experience and humor to bring you actionable insights that will improve your Contact Center. Call centers have an amazing history that is about 70 years old, hopefully you learned how we got here. Please join us “Federal prisoners have more freedom than call center agents” “Call centers were born from a lawsuit” resources: https://www.callcentrehelper.com/the-history-of-the-call-centre-15085.htm https://www.specialtyansweringservice.net/the-history-of-the-call-center-infographic/ 2022-08-1634 min
Contact Center ShowLeadership Series - ReportingThis conclusion to the Leadership Series offers great insights into reporting and Bob and Amas share their insights: Why the contact center is so metrics obsessed What is one of the main drivers of reporting What is the secret to calculating first call resolution To learn more about Bob, Amas and the show visit www.contactcenter.tv2022-01-3142 min
Contact Center ShowLeadership Series - CoachingFeedback 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.tv2022-01-2432 min
Contact Center ShowLeadership Series - CommunicationCommunication 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.tv2022-01-1733 min
Contact Center ShowLeadership Series - Managing Up and AcrossMost 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 2022-01-0429 min
Contact Center ShowBob's Story of Hope and ActionIn 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 bucket list. Hear how they turned their endless grief into a mission to save others by founding a nonprofit in her honor - Keesha Warrior Princess. Find out how their hope can turn to...2021-10-2543 min
Contact Center ShowLeadership Series - Manager vs LeaderAmas 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 2021-09-0634 min
Contact Center ShowLeadership Series - Time BudgetingWe're back! Thank you for all your feedback from last season. Because you said you wanted it, we are diving deeper into the Contact Center world. Our first series this season will be on Leadership. This episode focuses on time-management Is it even possible to get it all done? Where should coaching be prioritized on my list? Everything is URGENT, so.... And much more.... To learn more about Amas and Bob, visit www.contactcenter.tv2021-08-2025 min
Contact Center ShowWhat 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.tv2021-06-1432 min
Contact Center ShowTraining on trialAmas 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 2021-06-0426 min
Contact Center ShowMastering Strategy and Culture w/Master Strategist Glen StoffelJoin 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 2021-05-1751 min
Contact Center ShowThe future of CX is inclusiveAmas 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.tv2021-05-1026 min
Contact Center ShowDoes 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 2021-04-2628 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 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 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 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 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#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# 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
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#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#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