16 episodes

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

Your contact center mentors - Amas Tenumah & Bob Furniss

Contact Center Show Amas Tenumah & Bob Furniss

    • Business
    • 5.0 • 2 Ratings

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

Your contact center mentors - Amas Tenumah & Bob Furniss

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

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

    Amas and Bob reminisce about some past episodes

    Chatbots  - the right questions to ask about implementing AI or your virtual assistant. 
    Amas has evolved on a topic, can you guess which one?
    Leadership, you can develop them

    And much more.  Learn more about Amas, Bob and the show at www.contactcenter.tv

    • 32 min
    Training on trial

    Training on trial

    Amas and Bob have a great conversation this week and put training on trial:

    Why is training the panacea?
    Rethink training with the 'agent' as the center. 
    The most effective way to coach.
    And much more. To learn more about Bob, Amas and the show visit www.contactcenter.tv 

    • 26 min
    Mastering Strategy and Culture w/Master Strategist Glen Stoffel

    Mastering Strategy and Culture w/Master Strategist Glen Stoffel

    Join Amas and Bob as they have an engaging conversation with top strategist Glenn Stoffel about...

    Glenn's story about his experience in the Contact Center
    Why is strategy so important in an organization
    How we tend to have a 'shoot first' approach to what is really a communications business

    And much more...

    Learn more about our guest Glenn Stoffel:

    Glen Stoffel | LinkedIn

    • 51 min
    The future of CX is inclusive

    The future of CX is inclusive

    Amas and Bob have a great conversation about what is driving the future of customer service. 

    What is the next great idea to win the hearts of minds of customer once convenience is solved. 
    Amas shares a story about how SMS helped a hearing impaired person. 
    Citizens are changing how states do business. 

    And much more.  Learn more about Bob and Amas at www.contactcenter.tv

    • 26 min
    Does the effortless experience hold up?

    Does the effortless experience hold up?

    Amas and Bob have a great conversation about the following:

    Does the 'effortless experience' still apply today?
    Your customer experience efforts depend on where you are on the experience journey.
    They revisit chatbots to answers a listeners question. 

    And much more...

    To learn more about Amas, Bob and the show, visit www.contactcenter.tv

    • 28 min
    In God We Trust Everyone Else Bring Data

    In God We Trust Everyone Else Bring Data

    Bob and Amas will entertain with this engaging conversation about:

    Why does CX still suck even though we have the data to show it. 
    Your know your agents get yelled at, but do you know how much?
    Can voicemails help to shorten long wait times?

    And much more...

    To learn more about the Contact Center Show go to:  www.contactcenter.tv

    • 24 min

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2 Ratings

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