Contact Center Show
Episodes
Mastering Contact Center Supervision: Strategies for Success
30 Mar 2026
Contributed by Lukas
key topics summaryIn this episode, Bob Furniss and Amas Tenumah explore the roles and goals of supervisors in contact centers, emphasizing coaching, ...
Rethinking Contact Center KPIs
09 Mar 2026
Contributed by Lukas
summary This episode features a deep dive into contact center KPIs, exploring their flaws and how to measure customer experience effectively. Hosts ...
Rethinking Contact Center KPIs
09 Mar 2026
Contributed by Lukas
summary This episode features a deep dive into contact center KPIs, exploring their flaws and how to measure customer experience effectively. Hosts ...
Forced rankings and performance management
24 Feb 2026
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the complexities of performance management, particularly focusing on forced distrib...
Forced rankings and performance management
24 Feb 2026
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the complexities of performance management, particularly focusing on forced distrib...
The YMCA Method: A Novel Way to Coach Employees
09 Feb 2026
Contributed by Lukas
In this conversation, Amas Tenumah and Bob Furniss discuss the intricacies of performance reviews, emphasizing the importance of coaching and effectiv...
The YMCA Method: A Novel Way to Coach Employees
09 Feb 2026
Contributed by Lukas
In this conversation, Amas Tenumah and Bob Furniss discuss the intricacies of performance reviews, emphasizing the importance of coaching and effectiv...
Embracing AI in Quality Assurance: A Double-Edged Sword for Contact Centers
01 Feb 2026
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the implications of AI in quality assurance within contact centers. They explore th...
Embracing AI in Quality Assurance: A Double-Edged Sword for Contact Centers
01 Feb 2026
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the implications of AI in quality assurance within contact centers. They explore th...
Is AI a Threat to CRM?
25 Jan 2026
Contributed by Lukas
Summary In this episode, Amas Tenumah and Bob Furniss delve into the current state of Software as a Service (SaaS) and its intersection with artificia...
Is AI a Threat to CRM?
25 Jan 2026
Contributed by Lukas
Summary In this episode, Amas Tenumah and Bob Furniss delve into the current state of Software as a Service (SaaS) and its intersection with artificia...
Stop Chasing Vanity Metrics
18 Jan 2026
Contributed by Lukas
Most customer experience goals are meaningless. In this episode, Bob Furniss and Amas Tenumah dismantle the way contact centers set annual CX metrics ...
Stop Chasing Vanity Metrics
18 Jan 2026
Contributed by Lukas
Most customer experience goals are meaningless. In this episode, Bob Furniss and Amas Tenumah dismantle the way contact centers set annual CX metrics ...
New Year Predictions — What 2025 Got Wrong, What 2026 Gets Right
13 Jan 2026
Contributed by Lukas
2025 predictions — graded AI-powered knowledge Bob's 2025 prediction: AI would dramatically improve knowledge in contact centers. Result: Early b...
New Year Predictions — What 2025 Got Wrong, What 2026 Gets Right
13 Jan 2026
Contributed by Lukas
2025 predictions — graded AI-powered knowledge Bob's 2025 prediction: AI would dramatically improve knowledge in contact centers. Result: Early b...
HOLD — The Suffering Economy of Customer Service
05 Jan 2026
Contributed by Lukas
Amas Tenumah explains why customer service is not "broken" but intentionally designed to fail. Drawing on decades inside contact centers, historical r...
HOLD — The Suffering Economy of Customer Service
05 Jan 2026
Contributed by Lukas
Amas Tenumah explains why customer service is not "broken" but intentionally designed to fail. Drawing on decades inside contact centers, historical r...
Empowering Sales Teams through AI
08 Dec 2025
Contributed by Lukas
Summary The conversation explores the integration of AI in sales, focusing on how it enhances customer engagement and improves sales efficiency. Bob F...
Empowering Sales Teams through AI
08 Dec 2025
Contributed by Lukas
Summary The conversation explores the integration of AI in sales, focusing on how it enhances customer engagement and improves sales efficiency. Bob F...
Unlocking Value in Contact Centers with Brad Cleveland
21 Nov 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah, Bob Furniss and Brad Cleveland discusses the three levels of value that contact centers create: efficiency...
Unlocking Value in Contact Centers with Brad Cleveland
21 Nov 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah, Bob Furniss and Brad Cleveland discusses the three levels of value that contact centers create: efficiency...
Stacy Sherman: Why 'Satisfied' Is the New 'Fine' And 12 Reasons That's Not Good Enough"
18 Nov 2025
Contributed by Lukas
Low-Cost, High-Impact CX Improvements The Power of Language: Transform "I can't" into "How can we" Shift from "I have to" to "We get to" Being "imp...
Stacy Sherman: Why 'Satisfied' Is the New 'Fine' And 12 Reasons That's Not Good Enough"
18 Nov 2025
Contributed by Lukas
Low-Cost, High-Impact CX Improvements The Power of Language: Transform "I can't" into "How can we" Shift from "I have to" to "We get to" Being "imp...
Live from ICMI Conference - HR as a Contact Center with Bianca
11 Nov 2025
Contributed by Lukas
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Live from ICMI Conference - HR as a Contact Center with Bianca
11 Nov 2025
Contributed by Lukas
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How Contact Centers Became the Corporate Nervous System (Live from ICMI w Daniel)
06 Nov 2025
Contributed by Lukas
Host: Bob Furniss (without co-host Amos) Guest: Daniel Thomas, Informa Location: ICMI Conference Expo Floor Guest Background Daniel Thomas approaches...
How Contact Centers Became the Corporate Nervous System (Live from ICMI w Daniel)
06 Nov 2025
Contributed by Lukas
Host: Bob Furniss (without co-host Amos) Guest: Daniel Thomas, Informa Location: ICMI Conference Expo Floor Guest Background Daniel Thomas approaches...
Navigating Complexity in Contact Centers (live show w Luke Jamieson)
02 Nov 2025
Contributed by Lukas
Summary In this conversation, Amas, Luke and Bob explore the evolving complexity of contact centers, challenging the notion that they are becoming sim...
Navigating Complexity in Contact Centers (live show w Luke Jamieson)
02 Nov 2025
Contributed by Lukas
Summary In this conversation, Amas, Luke and Bob explore the evolving complexity of contact centers, challenging the notion that they are becoming sim...
Is Salesforce and CRM in trouble?
12 Oct 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolution of contact centers, the impact of CRM systems like Salesforce, and...
Is Salesforce and CRM in trouble?
12 Oct 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolution of contact centers, the impact of CRM systems like Salesforce, and...
The Impact of Marketing on contact center
06 Oct 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the intricate relationship between marketing and call center operations, particular...
The Impact of Marketing on contact center
06 Oct 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the intricate relationship between marketing and call center operations, particular...
Are Contact Centers Really Profit Centers?
29 Sep 2025
Contributed by Lukas
Summary: For decades, leaders have debated whether the contact center should be a cost center, a profit center, or something in between. In this episo...
Are Contact Centers Really Profit Centers?
29 Sep 2025
Contributed by Lukas
Summary: For decades, leaders have debated whether the contact center should be a cost center, a profit center, or something in between. In this episo...
Stuck Between AI and Customers
22 Sep 2025
Contributed by Lukas
We're back from summer break (okay, maybe fall break too) and diving straight into the mess where AI, customers, and reality collide. In this episode,...
Stuck Between AI and Customers
22 Sep 2025
Contributed by Lukas
We're back from summer break (okay, maybe fall break too) and diving straight into the mess where AI, customers, and reality collide. In this episode,...
BPO Success vs Failure
09 Jul 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the intersection of sports fandom and the business of contact centers, particularly...
BPO Success vs Failure
09 Jul 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the intersection of sports fandom and the business of contact centers, particularly...
Bob's new book: on to blue
16 Jun 2025
Contributed by Lukas
Summary In this heartfelt conversation, Bob Furniss shares the story of his daughter Keisha, who bravely battled breast cancer and inspired many throu...
Bob's new book: on to blue
16 Jun 2025
Contributed by Lukas
Summary In this heartfelt conversation, Bob Furniss shares the story of his daughter Keisha, who bravely battled breast cancer and inspired many throu...
Why phone service won't go away
04 Jun 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss various aspects of customer service, focusing on trends, the importance of human in...
Why phone service won't go away
04 Jun 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss various aspects of customer service, focusing on trends, the importance of human in...
Enabling frontline leaders
01 May 2025
Contributed by Lukas
This conversation delves into the critical role of frontline supervisors in contact centers, exploring the challenges they face, the future of their ...
Enabling frontline leaders
01 May 2025
Contributed by Lukas
This conversation delves into the critical role of frontline supervisors in contact centers, exploring the challenges they face, the future of their ...
Agentic AI vs. Human
27 Apr 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of contact centers, particularly focusing on Microsoft's rec...
Agentic AI vs. Human
27 Apr 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of contact centers, particularly focusing on Microsoft's rec...
Enabling Frontline leadership
16 Apr 2025
Contributed by Lukas
In this conversation, Amas Tenumah and Bob Furniss discuss the critical issues surrounding employee engagement and retention, particularly in contact...
Enabling Frontline leadership
16 Apr 2025
Contributed by Lukas
In this conversation, Amas Tenumah and Bob Furniss discuss the critical issues surrounding employee engagement and retention, particularly in contact...
What to do about NPS
31 Mar 2025
Contributed by Lukas
In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer satisfaction metrics, particularly focusing on the Net ...
What to do about NPS
31 Mar 2025
Contributed by Lukas
In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer satisfaction metrics, particularly focusing on the Net ...
HP adds 15 minute mandatory hold time
16 Mar 2025
Contributed by Lukas
Summary In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges and implications of automation in customer service, particu...
HP adds 15 minute mandatory hold time
16 Mar 2025
Contributed by Lukas
Summary In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges and implications of automation in customer service, particu...
AI will not replace humans in service
09 Mar 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer service, particularly the role of AI and human a...
AI will not replace humans in service
09 Mar 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer service, particularly the role of AI and human a...
Attributes of a good leader
04 Mar 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss explore the critical themes of leadership, empathy, and the evolving dynamics in contact ce...
Attributes of a good leader
04 Mar 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss explore the critical themes of leadership, empathy, and the evolving dynamics in contact ce...
Return to work challenges
20 Feb 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the ongoing shift back to office work post-COVID, the challenges of hybrid work mod...
Return to work challenges
20 Feb 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the ongoing shift back to office work post-COVID, the challenges of hybrid work mod...
Can empathy be taught?
03 Feb 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the essential skills for success in customer service roles, emphasizing the impo...
Can empathy be taught?
03 Feb 2025
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the essential skills for success in customer service roles, emphasizing the impo...
Government intervention in service?
25 Jan 2025
Contributed by Lukas
Takeaways Customer service experiences can be frustrating and time-consuming. Government intervention may be necessary to improve customer service sta...
Government intervention in service?
25 Jan 2025
Contributed by Lukas
Takeaways Customer service experiences can be frustrating and time-consuming. Government intervention may be necessary to improve customer service sta...
Don't be a statistic
13 Jan 2025
Contributed by Lukas
Summary In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges of employee engagement and satisfaction in the workplace, p...
Don't be a statistic
13 Jan 2025
Contributed by Lukas
Summary In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges of employee engagement and satisfaction in the workplace, p...
2024 in review
25 Dec 2024
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss reflect on the year 2024 in customer service, discussing persistent challenges in contact c...
2024 in review
25 Dec 2024
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss reflect on the year 2024 in customer service, discussing persistent challenges in contact c...
Humans vs Policy
20 Dec 2024
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss various themes surrounding customer experience, particularly in the context o...
Humans vs Policy
20 Dec 2024
Contributed by Lukas
Summary In this conversation, Amas Tenumah and Bob Furniss discuss various themes surrounding customer experience, particularly in the context o...
Why Hybrid work is so hard to manage
07 Oct 2024
Contributed by Lukas
Summary In this episode, Amas and Bob discuss the complexities of hybrid work, particularly in the context of contact centers. They explore the evolut...
Why Hybrid work is so hard to manage
07 Oct 2024
Contributed by Lukas
Summary In this episode, Amas and Bob discuss the complexities of hybrid work, particularly in the context of contact centers. They explore the evolut...
Is training the problem?
23 Sep 2024
Contributed by Lukas
**Key Highlights:** 1. **Introduction:** - Bob enjoys the banter with Amas about customer service challenges. 2. **Sister's Experience:** ...
Is training the problem?
23 Sep 2024
Contributed by Lukas
**Key Highlights:** 1. **Introduction:** - Bob enjoys the banter with Amas about customer service challenges. 2. **Sister's Experience:** ...
Attrition and loneliness
18 Sep 2024
Contributed by Lukas
**Podcast Summary: Tackling Contact Center Attrition** In this episode, Amas and Bob dive into the persistent challenge of attrition in contact center...
Attrition and loneliness
18 Sep 2024
Contributed by Lukas
**Podcast Summary: Tackling Contact Center Attrition** In this episode, Amas and Bob dive into the persistent challenge of attrition in contact center...
The future of knowledge
04 Sep 2024
Contributed by Lukas
In this episode, Amas and Bob dive into the ongoing struggle with knowledge management in contact centers—a problem that's been around since the Cli...
The future of knowledge
04 Sep 2024
Contributed by Lukas
In this episode, Amas and Bob dive into the ongoing struggle with knowledge management in contact centers—a problem that's been around since the Cli...
Value of In person events
29 Aug 2024
Contributed by Lukas
***Episode Highlights:** 1. **In-Person Events vs. Online Meetings:** - Amas and Bob discuss the value of attending in-person events in an era do...
Value of In person events
29 Aug 2024
Contributed by Lukas
***Episode Highlights:** 1. **In-Person Events vs. Online Meetings:** - Amas and Bob discuss the value of attending in-person events in an era do...
Contact center leadership post covid
18 Aug 2024
Contributed by Lukas
In this episode of the Contact Center Show, co-hosts Bob Furness and Amas reconnect to discuss the evolving landscape of contact centers, focusing on ...
Contact center leadership post covid
18 Aug 2024
Contributed by Lukas
In this episode of the Contact Center Show, co-hosts Bob Furness and Amas reconnect to discuss the evolving landscape of contact centers, focusing on ...
Can AI fix the call center agent experience?
07 Aug 2024
Contributed by Lukas
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 exp...
Can AI fix the call center agent experience?
07 Aug 2024
Contributed by Lukas
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 exp...
Will AI Kill the contact center?
16 Jul 2024
Contributed by Lukas
Podcast Summary: The Future of Contact Centers with Amas and Bob Hosts: Amas and Bob Topic: The evolving landscape of contact centers and the impa...
Will AI Kill the contact center?
16 Jul 2024
Contributed by Lukas
Podcast Summary: The Future of Contact Centers with Amas and Bob Hosts: Amas and Bob Topic: The evolving landscape of contact centers and the impa...
The customer Happiness show
15 Jan 2024
Contributed by Lukas
Bob, 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 ...
The customer Happiness show
15 Jan 2024
Contributed by Lukas
Bob, 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 ...
What we learned this season
16 Jun 2023
Contributed by Lukas
Amas 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 Pri...
What we learned this season
16 Jun 2023
Contributed by Lukas
Amas 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 Pri...
How to Prepare for CCaaS
09 Jun 2023
Contributed by Lukas
Bob 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 ...
How to Prepare for CCaaS
09 Jun 2023
Contributed by Lukas
Bob 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 ...
How to Seperate the Hype from Reality with Generative AI
29 May 2023
Contributed by Lukas
Amas 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. Thes...
How to Seperate the Hype from Reality with Generative AI
29 May 2023
Contributed by Lukas
Amas 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. Thes...
Knowledge is the new oil, but do you know how to drill?
15 May 2023
Contributed by Lukas
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 bel...
Knowledge is the new oil, but do you know how to drill?
15 May 2023
Contributed by Lukas
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 bel...
The Contact Center CFO
24 Apr 2023
Contributed by Lukas
Amas 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 rate...
The Contact Center CFO
24 Apr 2023
Contributed by Lukas
Amas 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 rate...
The Outbound Call Center
17 Apr 2023
Contributed by Lukas
Amas and Bob discuss the outbound call center: "This is giving me flashbacks of my teenage years when I was doing telemarketing." - Amas "Time is...
The Outbound Call Center
17 Apr 2023
Contributed by Lukas
Amas and Bob discuss the outbound call center: "This is giving me flashbacks of my teenage years when I was doing telemarketing." - Amas "Time is...
Waiting for Service Interview
11 Apr 2023
Contributed by Lukas
Bob interviews Amas about his latest book "Waiting for Service" "If our industry could get the waiting part right before worrying about the quality of...