useful Ideas for AI in contact centers w Jim
Amas Talks Podcast
The podcast episode is a discussion between Amas and Jim, focusing on the future of customer service in the era of AI, particularly in call centers. Jim, who is associated with RingCentral, emphasizes that despite the growing integration of AI, human-based customer service is far from dead. AI, he argues, should be seen as a tool to augment and support human agents rather than replace them. They discuss the role of AI in automating mundane tasks, such as call dispositioning and summarizing conversations, which can reduce agent burnout and allow them to focus on more complex and empathetic...
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Is it time to retire NPS? w Rob Dwyer
Amas Talks Podcast
Here's a summary of the podcast: Title: It is time to end NPS w Rob Host: Amas Guest: Rob Key Topics Discussed: 1. The state of customer service and declining ACSI ratings 2. Problems with current customer feedback methods, particularly surveys 3. Issues with star ratings and their loss of meaning 4. The evolution of speech analytics in customer service 5. Challenges with implementing AI in customer service, focusing on chatbots 6. Better uses of AI for improving internal processes and agent experiences 7. The importance of focusing on internal customer service roles 8. Strategies for reducing...
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Fixing the contact center agent experience for good w Brian K
Amas Talks Podcast
In this episode, Amas welcomes Brian back to the show for yet another insightful discussion, jokingly suggesting they need a loyalty punch card for frequent guests. The conversation dives deep into the challenges and solutions in the contact center industry, particularly focusing on improving the employee experience. Brian explains that the key to enhancing this experience is to "get out of the way" and let humans be humans. This approach, called the "Meaningful Work Methodology," emphasizes reducing "grind"—the negative aspects of work caused primarily by management—and fostering...
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Call center managers are the source of employee pain w Brian
Amas Talks Podcast
In this episode, Amas and Brian dive into a compelling discussion about the state of the contact center industry and how it impacts both employees and customers. They reflect on their previous episodes' popularity, emphasizing the resonance of this topic with their audience. Amas expresses gratitude to listeners and encourages feedback via LinkedIn or email. The conversation highlights the persistent challenges faced by contact center agents, likening their experience to a steak restaurant serving A1 sauce – a quick fix for a deeper problem. Brian elaborates on a transformative approach that...
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Fixing the grind in contact centers w Brian K
Amas Talks Podcast
### Podcast Episode Notes: "Enhancing Contact Center Work" **Host:** Amas **Guest:** Brian **Episode Summary:** In this insightful follow-up episode, Amas reconnects with Brian to delve deeper into the challenges faced by contact center agents and explore the profound impact of meaningful work on employee satisfaction and performance. Listeners are encouraged to listen to the previous episode for context on the ongoing discussion. **Key Points Discussed:** 1. **The Real Problem with Contact Center Jobs:** - Brian argues that the dissatisfaction among contact...
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How the call center agent job got so bad w Brian Kearney
Amas Talks Podcast
### Podcast Summary: "Amas Talks - How the Call Center Agent Job Got So Bad" #### Introduction - **Host:** Amas - **Guest:** Brian, an industry expert focused on improving the lives of call center agents and managers. #### Key Points Discussed: 1. **Current State of Call Center Jobs:** - Call center jobs have become increasingly difficult and less rewarding. - The guest's report on the industry paints a grim picture, noting poor job satisfaction among agents. 2. **Historical Context:** - Customer service has been evolving since ancient times, with the...
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Rethinking AI in contact centers w Brian Jeppeson
Amas Talks Podcast
### Podcast Episode Notes: "Rethinking AI in Contact Centers" **Host:** Amas **Guest:** Brian **Episode Summary:** In this episode, Amas welcomes Brian, a veteran in the contact center industry, to discuss the evolving role of AI, particularly chatbots and voice assistants, in enhancing both customer and agent experiences. They delve into the practical applications and future potential of AI in streamlining operations and improving service delivery. **Key Discussion Points:** 1. **Chatbots as AI Representatives:** - Amas questions the effectiveness of chatbots...
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Government agencies can teach us about customer experience w Stephanie Thum Ph.D.
Amas Talks Podcast
- Stephanie, it is fantastic to see you. I am glad you finally made time for it. Welcome to the show. And congratulations on all your success with the show and your book and everything. - Sludge is a term that's new to me that you introduced into my lexicon. Think about it as friction, as mental, psychological friction when you're trying to get something done. There is definite applicability across the board. The ROI numbers are just staggering. - I think NPS has gotten to its spoil by date. It's not the be all to end all. It always needs to be pulled together with a variety of metrics. But...
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Unleashing the limitless potential of A.I. w Carrie Steyer
Amas Talks Podcast
- Carrie, we've been trying to do this for a while. How are you? I'm doing well. It's good to see you again as well. Awesome. - Today, Jarrett looks at a purchase that changed your life in a positive way. What is that one purchase to you that was quite impactful? For me, it'll be the Alexa dot. At a smart oven. - Bob Greene: AI has the potential to make work easier, maybe take on some tasks. He says future of work are AI empowered enterprises. But there's still that human centered workforce, he says. Greene: It's the people side that might be limiting progress. - I have a few more questions...
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The exciting, scary future of customer service? W Lucas Anderson
Amas Talks Podcast
- Most contact centerings, customer service organizations have decided it is too inefficient, too expensive to get humans. The cheap and efficient way to scrub all the humanity out of them is to make them more bot like. Luke says the defaults may just very well be bots in the future. - Customer experience became a thing, I don't know, well over a decade ago now, and it became the zeitgeist. I think instead our efforts would have. Been best served on putting the attention. Where it was more needed. There is still this window of. Time, I think, for us to get organized about what the...
info_outlineThe podcast episode is a discussion between Amas and Jim, focusing on the future of customer service in the era of AI, particularly in call centers. Jim, who is associated with RingCentral, emphasizes that despite the growing integration of AI, human-based customer service is far from dead. AI, he argues, should be seen as a tool to augment and support human agents rather than replace them.
They discuss the role of AI in automating mundane tasks, such as call dispositioning and summarizing conversations, which can reduce agent burnout and allow them to focus on more complex and empathetic customer interactions. Jim highlights that while AI can handle straightforward tasks and improve efficiency, it lacks the human touch necessary for creating connections with customers.
Amas and Jim also talk about the importance of ensuring that AI and other technologies scale effectively, especially for smaller companies that want to offer personalized service but may lack extensive resources. They caution against over-reliance on automation, pointing out that it can lead to frustration for customers when different systems don’t communicate effectively, leading to repeated explanations and escalating emotions.
Finally, the conversation touches on how technology can improve the job quality for contact center employees by eliminating repetitive tasks and allowing them to focus on more engaging aspects of their work. Jim shares his vision for a future where AI enhances customer service without sacrificing the human element, ultimately creating a better experience for both customers and employees.
Jim Payne Linkedin: https://www.linkedin.com/in/jim-payne-2349b625