BPO Success vs Failure
Contact Center Show
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the intersection of sports fandom and the business of contact centers, particularly focusing on business process outsourcing (BPO). They explore the reasons companies choose to outsource their customer service operations, the challenges involved, and the evolving landscape of the BPO industry. The discussion emphasizes the importance of understanding core competencies, cost savings, and the need for competent consultants in the BPO space. Takeaways The NBA Finals can evoke strong emotions and rivalries. BPOs are...
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Bob's new book: on to blue
Contact Center Show
Summary In this heartfelt conversation, Bob Furniss shares the story of his daughter Keisha, who bravely battled breast cancer and inspired many through her positivity and strength. Bob discusses the impact of her life, the challenges of writing a book about her journey, and the mission of the nonprofit established in her honor to raise awareness about breast health. The conversation emphasizes the importance of early detection and encourages listeners to take action in their own lives. Takeaways Keisha was a light in the world, known for her positivity. Bob wrote the book to honor Keisha's...
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Why phone service won't go away
Contact Center Show
Summary In this conversation, Amas Tenumah and Bob Furniss discuss various aspects of customer service, focusing on trends, the importance of human interaction, and the role of AI. They reflect on personal experiences with customer service, emphasizing the need for effective communication and the challenges faced by contact centers. The discussion highlights customer preferences, skepticism towards AI, and the potential for technology to enhance human agents rather than replace them. Takeaways Customer service impacts loyalty, trust, and brand reputation. Ineffective customer service can...
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Enabling frontline leaders
Contact Center Show
This conversation delves into the critical role of frontline supervisors in contact centers, exploring the challenges they face, the future of their roles amidst technological advancements, and effective leadership strategies to support them. The discussion emphasizes the importance of human connection in leadership and the need for organizations to prioritize the well-being and development of their frontline supervisors. Takeaways The job of a frontline supervisor can be overwhelming. Many supervisors lack adequate training for their roles. Time management is crucial for...
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Agentic AI vs. Human
Contact Center Show
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of contact centers, particularly focusing on Microsoft's recent rebranding efforts that redefine the term 'agent' to refer to bots rather than human representatives. They explore the implications of this shift, the role of technology in customer service, and the importance of maintaining a human connection in an increasingly automated environment. The discussion emphasizes the need for leaders in the industry to advocate for human agents while navigating the challenges posed by AI and digital...
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Enabling Frontline leadership
Contact Center Show
In this conversation, Amas Tenumah and Bob Furniss discuss the critical issues surrounding employee engagement and retention, particularly in contact centers. They explore the impact of leadership on employee satisfaction, the importance of proper training for supervisors, and the need for organizations to create a supportive work environment. The discussion emphasizes the necessity of understanding why employees stay or leave, and how effective leadership can foster a positive workplace culture. The conversation concludes with a call to action for organizations to prioritize leadership...
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What to do about NPS
Contact Center Show
In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer satisfaction metrics, particularly focusing on the Net Promoter Score (NPS). They explore the origins of NPS, its initial impact on customer sentiment, and the criticisms it has faced over the years. The discussion highlights the importance of understanding customer feedback and the ethical implications of incentivizing customer responses. Ultimately, they question the relevance of NPS in today's business environment and suggest a more nuanced approach to measuring customer satisfaction. ...
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HP adds 15 minute mandatory hold time
Contact Center Show
Summary In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges and implications of automation in customer service, particularly focusing on HP's controversial decision to implement a 15-minute wait time for customers to encourage self-service. They explore customer preferences, the impact of wait times on experience, and the importance of effective customer service strategies in business. The discussion highlights the balance between cost efficiency and customer satisfaction, culminating in a call for companies to value customer feedback and service quality....
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AI will not replace humans in service
Contact Center Show
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer service, particularly the role of AI and human agents. They reflect on the impact of AI technologies on contact centers, emphasizing that while AI can enhance efficiency, the human element remains crucial. They reference Klana's recent shift back to valuing human interaction, highlighting consumer preferences for speaking with live agents. The discussion underscores the importance of using AI to support rather than replace human agents, ultimately advocating for a balanced approach to customer...
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Attributes of a good leader
Contact Center Show
Summary In this conversation, Amas Tenumah and Bob Furniss explore the critical themes of leadership, empathy, and the evolving dynamics in contact centers, especially in the context of AI integration. They discuss the importance of creating a safe and trusting environment for employees, the need for compassion in leadership, and the distinction between finding meaning from work versus meaning at work. The conversation emphasizes that as technology advances, the human element in leadership becomes even more vital. Takeaways Empathy can be learned but is often defined differently by...
info_outlineWelcome 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 experiences of contact center agents.
**Amas:** "Bob, it’s so good to see you again. How have you been?"
**Bob:** "I’m doing well, Amas. It’s great to be back in front of the mic."
The duo dives into the evolving landscape of contact centers since their last discussion in 2023, particularly focusing on the impact of AI technologies like ChatGPT on agents’ experiences. Amas shares his observation that while technological advancements have been significant, the core issues agents face, such as job complexity and attrition, persist.
**Bob:** "High attrition and job dissatisfaction remain problems. AI has made some jobs easier, but for many agents, the work has become more complex."
They discuss the disparity between large organizations that have successfully integrated AI to improve agent workflows and smaller companies that are still catching up. Bob emphasizes the importance of addressing the agent experience directly rather than solely focusing on customer-facing technologies.
**Amas:** "We need to shift our focus back to improving the agents' work environment and overall experience."
The conversation concludes with practical advice for contact center leaders: engage with your employees, understand their daily challenges, and explore how AI can support rather than replace their roles.
**Bob:** "Talk to your employees. Understand their pain points and think about how technology can truly help them."
**Amas:** "Take care of your people, and they’ll take care of your customers."
Tune in to this insightful episode for more on enhancing the contact center agent experience, the role of AI, and practical tips for leaders in the industry. Don’t forget to subscribe and share the show with your friends. Until next time!