Unlocking Value in Contact Centers with Brad Cleveland
Contact Center Show
Summary In this conversation, Amas Tenumah, Bob Furniss and Brad Cleveland discusses the three levels of value that contact centers create: efficiency, customer satisfaction and loyalty, and strategic insights provided by AI. He emphasizes the importance of these levels in improving products, services, and processes. Takeaways there's three levels of value that contact centers create Level one is efficiency customer satisfaction, loyalty, if we do a good job it's the strategic insight that AI can provide it can still tell us, hey, here's a trend I'm seeing Here's an opportunity to improve...
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Stacy Sherman: Why 'Satisfied' Is the New 'Fine' And 12 Reasons That's Not Good Enough"
Contact Center Show
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 "impeccable with your word" (inspired by The Four Agreements) Words trigger emotional responses that shape customer perception Getting CX Buy-In Across Organizations The Alignment Problem: CX initiatives fail when metrics aren't shared across departments Success came when executives adopted the same CX metrics as the CX team Without shared goals, customer insights get shelved with "we'll get to it later" The Pilot Program Strategy: Start small...
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Live from ICMI Conference - HR as a Contact Center with Bianca
Contact Center Show
Episode Summary Broadcasting live from the ICMI conference in Orlando, Amas and Bob discuss the evolving role of AI in contact centers, the ongoing struggle for strategic recognition, and welcome special guest Bianca, who shares her unique perspective on running HR as a contact center at Michigan State University. Key Topics & Timestamps 00:00 - Opening & Conference Impressions Podcast introduction (running since 2020, available on all platforms) Day 2 reflections from ICMI conference The shift in AI messaging: less prominent on vendor backdrops than previous year 03:00 - The...
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How Contact Centers Became the Corporate Nervous System (Live from ICMI w Daniel)
Contact Center Show
Host: Bob Furniss (without co-host Amos) Guest: Daniel Thomas, Informa Location: ICMI Conference Expo Floor Guest Background Daniel Thomas approaches contact center industry from a research background Surveys audiences and writes research reports Has "front row seat" to industry transformation Conducts the annual State of the Contact Center survey About the State of the Contact Center Report Comprehensive benchmark study surveying contact center professionals Covers multiple verticals including: Training and skills Compensation and salary Technology use Leadership perceptions Strategy ...
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Navigating Complexity in Contact Centers (live show w Luke Jamieson)
Contact Center Show
Summary In this conversation, Amas, Luke and Bob explore the evolving complexity of contact centers, challenging the notion that they are becoming simpler. They emphasizes that while the intention may be to simplify processes, the reality is that sophistication often leads to increased complexity. They also highlights the reliance on outdated metrics, such as those managed in Excel, which can contribute to agent burnout and friction with customers. They advocate for a shift towards more effective lead metrics to enhance the overall efficiency and satisfaction in contact centers. Takeaways...
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Is Salesforce and CRM in trouble?
Contact Center Show
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolution of contact centers, the impact of CRM systems like Salesforce, and the role of AI in enhancing agent performance. They reflect on the historical context of CRM, the challenges faced by agents, and the future of customer service technology, particularly focusing on the Agent Force initiative. The discussion also touches on the sentiment within the Salesforce community and the potential for new competitors in the market. Takeaways Salesforce has become a dominant player in the CRM space. The evolution...
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The Impact of Marketing on contact center
Contact Center Show
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the intricate relationship between marketing and call center operations, particularly during high-demand periods like holidays. They share personal anecdotes about challenges faced in fulfilling customer orders due to marketing miscommunications and emphasize the importance of building strong relationships between marketing and contact center teams. The discussion highlights the need for effective communication, data sharing, and collaboration to enhance customer experience and operational efficiency. Takeaways The...
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Are Contact Centers Really Profit Centers?
Contact Center Show
Summary: For decades, leaders have debated whether the contact center should be a cost center, a profit center, or something in between. In this episode, Amas and Bob cut through the noise and tackle the question head-on: Is the contact center truly a profit center—or are we just telling the story wrong? Amas argues that the CFO decides the labels, not us, and that contact centers suffer from being terrible storytellers compared to marketing. Bob reinforces that stories, not spreadsheets, are what move executives to invest in customer experience. Together, they break down how leaders can...
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Stuck Between AI and Customers
Contact Center Show
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, Amas and Bob unpack the hype vs. the truth about AI in contact centers: Is AI replacing humans—or just making customers angrier? Why human agents are still the heart of service, even as bots sound more “human.” How contact center leaders feel stuck—between CEOs chanting “AI, AI, AI” and customers who just want their problems solved. What the data really says about automation, agent workloads, and customer expectations. ...
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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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In this episode, Amas and Bob discuss the complexities of hybrid work, particularly in the context of contact centers. They explore the evolution of remote work, the challenges of engaging employees in a hybrid environment, and the strategies leaders can implement to ensure success. The conversation highlights the importance of digital communication, effective training, and the need for organizations to adapt to the changing expectations of the workforce, especially among younger generations.
Takeaways
Hybrid work presents unique challenges for leaders.
Effective communication is crucial in a hybrid environment.
Training and coaching must adapt to hybrid models.
Employee engagement strategies need to be rethought for hybrid teams.
Digital-first approaches can enhance remote work experiences.
Management by walking around is still important, even remotely.
Organizations must be ready to support hybrid work effectively.
The future of work is influenced by generational expectations.
Contact centers are lagging behind in remote work adoption.
Success in hybrid work requires careful planning and execution.
Chapters
00:00 Introduction to Hybrid Work Challenges
02:56 The Evolution of Remote Work
05:56 Navigating Hybrid Engagement
12:03 Key Strategies for Hybrid Success
16:05 Future of Work and Generational Expectations