Contact Center Show
Episodes
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...
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?...
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...
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 ...
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...
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 ...
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...
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...
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...
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...
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...
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 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...
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 - 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 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...
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 - 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 - 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 - 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...
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...
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 - 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...
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...
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 ...
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...
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...
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...
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 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...
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 ...
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......
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...
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...
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...
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...
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...
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...