Contact Center Show
Episodes
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...
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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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...
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...
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,...
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...
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 ...
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...
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...
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...
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...
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...
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...
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:** ...
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...
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 ...
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...
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...
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...
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 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...
Soft Skills do not work, your contact center needs Tough skills.
14 Mar 2023
Contributed by Lukas
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 o...
When Social media becomes the primary means of customer service
08 Mar 2023
Contributed by Lukas
Do 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?...
Why should you use social for customer service
03 Mar 2023
Contributed by Lukas
Bob 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 te...
When customers never have to hold?
27 Feb 2023
Contributed by Lukas
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 ...
Will ChatGPT answer 25% of all your inquiries?
17 Feb 2023
Contributed by Lukas
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 chatbo...
Is the Contact center the most interesting place in Corporate America?
13 Feb 2023
Contributed by Lukas
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 ...
Should We Join Frontier Airlines in Eliminating Calls?
21 Jan 2023
Contributed by Lukas
Join Amas and Bob as they discuss eliminating phone calls from contact centers: Before you join the movement to eliminate phone calls from your contac...
How to Deal with Escalations
02 Jan 2023
Contributed by Lukas
Join 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 al...
Your Call is Being Recorded for quality purposes
29 Dec 2022
Contributed by Lukas
Join 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 con...
Is Training to blame for Customer service failure?
12 Dec 2022
Contributed by Lukas
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 tra...
What is Workforce Management?
28 Nov 2022
Contributed by Lukas
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 discu...
The only metric you should measure in a contact center.
14 Nov 2022
Contributed by Lukas
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 t...
Who is a contact Center Supervisor?
07 Nov 2022
Contributed by Lukas
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 ...
Who is a contact center representative?
04 Nov 2022
Contributed by Lukas
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 ...
Who should own the contact center?
19 Oct 2022
Contributed by Lukas
"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 k...
What is a Contact Center - Part 2
29 Aug 2022
Contributed by Lukas
Amas and Bob continue the conversation about the evolution of the Contact Center: The heart of the Contact Center Agent Why is it the most scrutini...
What is a Contact Center?
23 Aug 2022
Contributed by Lukas
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 Quot...
What is a Call Center?
16 Aug 2022
Contributed by Lukas
Amas and Bob are back discussing all things Contact Center. They combine their 50+ years of experience and humor to bring you actionable insights th...
Leadership Series - Analytics and Reporting
31 Jan 2022
Contributed by Lukas
This conclusion to the Leadership Series offers great insights into reporting and Bob and Amas share their insights: Why the contact center is so met...
Leadership Series - Coaching
24 Jan 2022
Contributed by Lukas
Feedback is key for service providers. Amas and Bob discuss the coaching: The reason coaching matters Formal versus informal feedback Specific tips...
Leadership Series - Communication
17 Jan 2022
Contributed by Lukas
Communication is a core skill of leadership and Bob and Amas discuss some important nuances, you will enjoy the following: The importance of a commun...
Leadership Series - Managing up, down and across
04 Jan 2022
Contributed by Lukas
Most managers focus on managing those who report to them, Amas and Bob have a great conversation about managing up and across. You enjoy the followi...
Bob's Story of Hope and Action
25 Oct 2021
Contributed by Lukas
In this special edition during the National Breast Cancer Awareness Month, Amas talks with Bob about the heartbreaking story of the death of his 34-ye...
Leadership Series - Manager vs Leader
05 Sep 2021
Contributed by Lukas
Amas and Bob continue the Leadership series and discuss the following: Is it leadership vs. management or leadership and management? Failure serves a...
Leadership Series - Time Budgeting
20 Aug 2021
Contributed by Lukas
We'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. ...
What we learned in Contact Centers this Season - (season Finale)
14 Jun 2021
Contributed by Lukas
Amas and Bob reminisce about some past episodes Chatbots - the right questions to ask about implementing AI or your virtual assistant. Amas has e...
In Defense of the Training Department
04 Jun 2021
Contributed by Lukas
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 cen...
Mastering Strategy and Culture w/Master Strategist Glen Stoffel
17 May 2021
Contributed by Lukas
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 ...
The future of CX is inclusive
10 May 2021
Contributed by Lukas
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...
Does the effortless experience hold up?
26 Apr 2021
Contributed by Lukas
Amas and Bob have a great conversation about the following: Does the 'effortless experience' still apply today? Your customer experience efforts depe...
In God We Trust, Everyone Else Bring Data
13 Apr 2021
Contributed by Lukas
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 a...
The forgotten essential worker - Contact center agents
05 Apr 2021
Contributed by Lukas
Bob and Amas have a great conversation about the following: What explains the small uptick in customer satisfaction? Contact center agents are also e...
The lure of the contact center
30 Mar 2021
Contributed by Lukas
Amas and Bob always have a great conversation. This week they discuss: Why stay in the contact center industry? What is "Ikijia"? Contact center le...
Are Leaders Born or Made?
22 Mar 2021
Contributed by Lukas
Amas and Bob have a great conversation about leadership. In this episode they discuss: Are great leaders born or nurtured? There is an opportunity ...
The Contact Center Show Promo
16 Mar 2021
Contributed by Lukas
Amas and Bob combine their experience and humor to bring insights, methodology, and lessons that will impact your contact center career.
The Contact Center Show - How to Wow at scale
08 Mar 2021
Contributed by Lukas
Amas and Bob discuss the customer experience and how to wow. In this session: Bob shares a story on how a person was wowed by guess what company......
Contact Center Match Making
08 Mar 2021
Contributed by Lukas
Amas and Bob have a great conversation about new approaches in the contact center, including: Matchmaking in the contact center, swipe left, swipe ri...
Do we need to get rid of chatbots?
01 Mar 2021
Contributed by Lukas
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...
Can you monetize the contact center?
01 Mar 2021
Contributed by Lukas
In this episode, Amas and Bob discuss the following: - The monetization of the contact center - Is there a shift in the industry towards customer expe...
The forgotten Customer Service Employee
15 Feb 2021
Contributed by Lukas
In 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 mi...
The Ubiquitous Contact Center
10 Feb 2021
Contributed by Lukas
Amas Tenumah and Bob Furniss start the Contact Center Show to discuss new ideas, insights and all things call center. In their first episode the discu...