Contact Center Show
This is the public square for all things contact center. This is where the world’s best Call & Contact center professionals come to get better at delivering a great experience for customers. Your contact center mentors - Amas Tenumah & Bob Furniss
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Unlocking Value in Contact Centers with Brad Cleveland
11/21/2025
Unlocking Value in Contact Centers with Brad Cleveland
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 products and services AI doesn't have to be perfect to provide value Strategic insights can drive business improvements Understanding trends is crucial for growth Contact centers play a vital role in customer experience Titles Unlocking Value in Contact Centers The Role of AI in Customer Service Sound bites "Level one is efficiency" "customer satisfaction, loyalty, if we do a good job" "it's the strategic insight that AI can provide" Chapters 00:00 Introduction to the Contact Center Show 00:27 AI and Its Impact on Customer Interactions 00:31 Future Jobs in the Contact Center Industry
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Stacy Sherman: Why 'Satisfied' Is the New 'Fine' And 12 Reasons That's Not Good Enough"
11/18/2025
Stacy Sherman: Why 'Satisfied' Is the New 'Fine' And 12 Reasons That's Not Good Enough"
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 before asking for big budgets Show proof of concept with intentional, measurable pilots Use success to rally and align different areas of the company Real Example - CX Day Success: Introduced first-ever CX Day celebration at 145-year-old engineering company Started small despite skepticism Now an annual tradition that continues after her departure Rethinking CX Metrics Beyond Traditional Measurements: NPS and effort scores are starting points, not endpoints "Satisfaction" is no longer good enough (it's the equivalent of "fine") New focus: Emotional altitude across every touchpoint The Emotional Impact: Brains constantly cycle between thinking and feeling Emotions create lasting imprints that shape brand perception Research shows: 12 positive experiences needed to overcome 1 negative Measure emotional highs to identify gaps and successes The Four Rs of CX Impact: Revenue Retention Reputation Referrals The Future of Contact Centers Human + AI Integration: Smart companies intentionally map where humans add value vs. where AI should handle interactions The answer is "both/and" not "either/or" Critical: Validate designs with real customers, not just internal teams The Contact Center Superpower: Contact center teams speak to more customers in a week than other departments do in a year This proximity to customers gives agents unique power to be organizational change agents Voice of customer insights should inform product development, marketing messaging, and more Words Matter in the AI Era: Example: Website offering "24/7 support, our guides are happy to help you" "Guides" for both humans and AI feels impersonal Naming and framing still matters The Power of Customer Voice The 10-Minute Video Story: A contact center leader captured customer feedback about a failed new product. At an executive meeting, he played a 10-minute compilation of customer complaints. The CEO's initial advisor said it was a career-ending mistake The CEO walked out during the video Result: CEO returned and said it was "the best 10 minutes anybody's ever played" and named him employee #1 Customer voice changed the company's trajectory The Validation Imperative: Internal perspective isn't enough Customer validation must be iterative, not one-time Can't use internal team as proxy for outside voice Both internal knowledge AND customer validation matter The Fundamental C-Suite Challenge When C-suite leaders aren't aligned in their meetings, misalignment trickles down through the entire organization. This is the root problem preventing effective CX implementation. Notable Stories The Morgan & Morgan Tattoo Story: Leadership promised to get company logo tattoos if the team hit an unprecedented conversion rate goal. When they achieved it, 40 leaders got matching tattoos - four tattoo artists came in for the day. The question became: "Is your brand tattoo-worthy?" Stacey's Podcast Origin: Bought her first microphone for under $50, then waited six months before taking it out of the box due to fear. That mic ignited her journey to intentionally sharing her voice through podcasting. Living Podcasting: At the conference, Stacey pulled out her mic to record a 10-minute session where Amas (who has Parkinson's) gave direct advice to her relative with a similar condition - creating immediate, personal value rather than secondhand communication. Takeaways for Contact Center Leaders Language shapes reality - Small word changes create emotional shifts in customer experience Demand metric alignment - CX can't succeed unless executives share the same measurements Start with pilots - Prove value small-scale before requesting major investment Leverage your proximity to customers - Use it to become the organizational glue and change agent Validate everything with real customers - Internal assumptions aren't enough Map the human-AI journey intentionally - Design where each adds value, then test with customers Bring customer voice to leadership - Sometimes the most powerful thing is making them listen directly Average isn't acceptable - Move beyond satisfaction to creating emotional highs
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Live from ICMI Conference - HR as a Contact Center with Bianca
11/11/2025
Live from ICMI Conference - HR as a Contact Center with Bianca
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 Strategic Positioning Problem Why contact centers remain viewed as cost centers despite being more strategic than ever The CFO's perspective and the "drive to zero" mentality AHT obsession vs. strategic value creation 05:21 - The Power of Storytelling Bob's insights on communicating with executives The binder story: metrics vs. narrative Marketing's lesson: taking credit for soft impact Getting CFOs to sit with agents (the "three clicks vs. 19 clicks" story) 10:01 - Guest Interview: Bianca Pryson Background: retail, waitressing, Urban Outfitters merchandiser How she "fell into" HR customer service at MSU Managing a 3-person contact center handling 10,000+ calls and 10,000+ emails annually 14:35 - Putting the Human Back in Human Resources Training team on de-escalation and service basics Philosophy: servant leadership + customer-centric approach Treating unit HR as primary customers The "useless in email" turnaround story 21:24 - The Tips Debate Amas's controversial proposal: tips for contact center agents Bianca's counter: extra PTO as tips Under $50 purchase discussion (travel charger vs. Neti pot) 23:38 - When HR IS the Contact Center "Who polices the police?" Zero complaints or escalations since taking the role Using Genesys (not yet using AI capabilities) 26:00 - Technology & Generational Preferences Gen Z wants chatbots and modern tech Contact center as talent pipeline HR chatbot pilot program coming 28:15 - Final Advice Help HR understand the contact center's role Internal customer service = external customer service Contact centers should be talent funnels for the organization Guest Bio Bianca is the HR Customer Service Experience Manager at Michigan State University, where she leads a team serving over 50,000 students, 6,000 faculty/staff, and 10,000+ retirees. With a background in retail management and customer service, she transformed MSU's HR service delivery by implementing contact center best practices and achieving zero escalations since taking the role. Key Takeaways AI isn't going away - it's just not the flashy selling point it was; companies are focusing on service improvement outcomes instead Stories > Metrics - National Speakers Association wisdom: spend 80% of time on stories, 20% on data when communicating with executives Contact centers remain undervalued - despite increased strategic importance, most still lack a "seat at the table" and are viewed as cost centers Internal service = External service - Research shows poor internal customer service directly leads to poor external customer service The contact center talent pipeline - Smart organizations use contact centers as funnels to develop and promote talent throughout the organization Small contact centers face unique challenges - With only 3 people handling 20,000+ annual interactions, operational efficiency becomes critical Gen Z wants technology - Modern contact center tech is a competitive advantage for attracting younger talent This episode was recorded live with a studio audience at the ICMI Conference in Orlando.
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How Contact Centers Became the Corporate Nervous System (Live from ICMI w Daniel)
11/06/2025
How Contact Centers Became the Corporate Nervous System (Live from ICMI w Daniel)
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 Tracks year-over-year progress Recent additions include AI and workforce training questions Key Surprising Findings 1. Contact Centers as Strategic Intelligence Hubs Major shift: Contact centers increasingly viewed as "strategic customer intelligence hubs" rather than cost centers Described as "customer intelligence and nervous system" No other department has closer customer proximity or more customer data C-suite now acknowledges value with direct data funnels informing executive decisions 2. AI Perceptions and Impact 72% believe AI will transform roles, not replace them Only ~25% think AI will lead to workforce reductions AI expected to handle "level one, rote, monotonous, repetitive work" Agents will focus on: Complex needs and edge cases Soft skills: empathy, communication, problem solving, critical thinking 90% of surveyed leaders believe humans necessary as AI overseers Gartner prediction: 40% of agentic AI projects will fail by 2027 (often due to neglecting human oversight) Agent Evolution Agents increasingly viewed as: Consultants Solutions architects Higher-tier problem solvers "White glove service" providers Rising expectations due to AI support Agents becoming intelligence providers to C-suite More analytical roles: identifying trends, patterns, creating intelligent summaries Top AI Implementation Concerns Customer resistance (top concern) Data accuracy Data privacy and security Lack of proper AI governance Workforce and Quality Management Insights Workforce Models (Nearly Equal Three-Way Split) In-office full time Hybrid Fully remote Models remain transitional and subject to change Increased scheduling flexibility critical for retention Quality Focus Shift Traditional metrics: CSAT, utilization, average handle time New priority: Agent experience rising in importance Recognition that internal customer experience drives external customer experience Customer Satisfaction Challenges Current CSAT surveys often lack nuance Can't distinguish between: Poor agent performance vs. poor company policy Single bad experience vs. overall satisfaction Need for more qualitative feedback mechanisms "Watermelon effect": High metrics but poor actual experience Channel Evolution Significant jump from multi-channel to omni-channel implementation Growth in non-traditional channels: Social media SMS/text Video Technology enabling unified customer history across channels Key Takeaways Successful organizations treat contact centers as "valuable strategic sources of intelligence" Organizations not recognizing this value are "dropping the ball" and will "see the consequences" Contact centers serve as the "hub" and "nervous system" reaching everywhere in the organization When no one knows the answer, they turn to the contact center Notable Quotes "If your agents aren't excited about AI, then you actually haven't communicated to them how enriching and transforming it could be" "Agents are increasingly going to play a role where they are the eyes and the ears... providing the intelligence back to the C-suite" Contact centers as "the strongest data... the hub... the nervous system that reaches in everywhere else"
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Navigating Complexity in Contact Centers (live show w Luke Jamieson)
11/02/2025
Navigating Complexity in Contact Centers (live show w Luke Jamieson)
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 Contact centers are perceived as becoming simpler, but they are actually becoming more complex. Sophistication in processes can lead to increased complexity. There is a challenge in addressing the complexity of contact centers. Many organizations are still reliant on outdated tools like Excel. Using lead metrics can help prevent agent burnout. Improving metrics can reduce friction with customers. The conversation highlights the need for modernization in contact center operations. Understanding complexity is crucial for effective management. Agent burnout is a significant issue in the industry. A shift in metrics is necessary for better outcomes. Sound Bites "Sophistication also brings complexity." "We are still for the most part stuck in Excel." "Lead metrics could stop agent burnout." Live from Orlando at ICMI Expo
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Is Salesforce and CRM in trouble?
10/12/2025
Is Salesforce and CRM in trouble?
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 of contact centers has been significant over the years. AI can enhance agent performance rather than replace them. Understanding customer needs is crucial for effective service. The Agent Force initiative aims to improve agent capabilities. There is a negative sentiment towards Salesforce in the contact center community. The cost of building technology is decreasing, making competition more feasible. AI's role in customer service is still evolving and needs to focus on agents. Salesforce must communicate its value to agents to maintain loyalty. The future of customer service technology is uncertain but full of potential. Chapters 00:00 Introduction and Context Setting 01:29 The Evolution of CRM and Contact Centers 06:05 Current Trends in Salesforce and AI 11:13 Agent Force and the Future of Customer Service 15:54 Prognosis for Salesforce and the Industry
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The Impact of Marketing on contact center
10/06/2025
The Impact of Marketing on contact center
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 holiday season can create significant challenges in call center operations. Marketing decisions can directly impact call center workload and customer satisfaction. Building relationships with marketing teams is crucial for effective communication. Data sharing between marketing and contact centers can improve customer service. Understanding operational limitations is essential for marketing strategies. Regular meetings between marketing and contact center teams can foster collaboration. Customer feedback is valuable for shaping marketing strategies. Effective communication can prevent misunderstandings and operational chaos. A cooperative approach can lead to better resource allocation and planning. Engaging with customers directly can provide insights that benefit marketing efforts.
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Are Contact Centers Really Profit Centers?
09/29/2025
Are Contact Centers Really Profit Centers?
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 turn raw data into persuasive narratives that actually secure budget, influence the C-suite, and prove value. What You’ll Learn in This Episode: Why the “profit center” debate hasn’t gone away—and probably won’t. The crucial difference between value creation and revenue generation. How marketing gets credit (and budget) despite spending every dollar they touch. Why endless Excel spreadsheets put executives to sleep—and what to do instead. The art of translating metrics into stories that CFOs and CEOs actually care about. Practical steps for contact center leaders to elevate their influence in the boardroom. Key Quotes: “The CFO decides what’s a cost center and what’s a revenue center. We are just bad at telling our story.” – Amas “People don’t remember your statistics. They remember your stories.” – Bob “Marketing spends money all day, but they’ve convinced the world they’re indispensable. We should learn from that.” – Amas Episode Highlights: (01:00) Revisiting the old debate: profit center vs. cost center. (02:30) Why marketing gets treated differently—and why service leaders should care. (04:30) The deadly sin of sending executives binders of metrics. (06:00) How to tell stories executives will remember—and fund. (09:00) Using customer stories to anchor your data. (11:30) Why your relationship with marketing and the CFO matters most. (12:45) Teaser: Amas & Bob will be recording LIVE at the ICMI Contact Center Expo in Orlando, Oct 27–30. Resources & Links: Amas’s blog post: Learn more about the
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Stuck Between AI and Customers
09/22/2025
Stuck Between AI and Customers
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. Practical advice for leaders: use AI to reduce after-call work, not replace human connection. We also share personal summer highlights—Amas’ trip to Italy with his son, Bob’s perfect beach-and-donut days—and a fiery debate about tipping culture. Finally, big news: The Contact Center Show is hitting the road! Catch us live at the ICMI Contact Center Expo in Orlando (October 27–30). We’ll have guests, fresh perspectives, and maybe even say the things your CEO wishes you wouldn’t. Key Takeaways AI isn’t the enemy. The problem is how it’s rolled out—done to agents, not for them. Agents aren’t disappearing. Industry headcount is actually growing, despite automation hype. Data is your weapon. Use it to show execs that customers can tell when a bot can handle it—and when they need a human. Customer trust is fragile. Overcomplicate service and they’ll punish you with churn and complaints. Leadership focus must return to people. Coaching, development, and real support matter more than the next shiny tool. Episode Quotes “I don’t hear the C-suite anymore talking about our people as the difference. It’s just AI, AI, AI.” – Amas “It’s not about reducing talk time. It’s about reducing the after-call work so agents can get back to serving.” – Bob “Adoption is failing in many companies because reps just ignore the tools. You’re doing it to them, not for them.” – Amas Resources & Links Register for ICMI Contact Center Expo in Orlando → https://www.icmi.com/contact-center-expo-conference Follow Amas on LinkedIn: Next Steps Want us to bring The Contact Center Show to your company, campus, or event? Reach out—we’ll say the things you can’t without getting fired.
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BPO Success vs Failure
07/09/2025
BPO Success vs Failure
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 third-party services handling customer interactions. Cost savings is the primary reason for outsourcing. Companies often outsource to focus on their core competencies. Successful outsourcing requires understanding what to delegate. BPOs can leverage scale and technology for efficiency. Choosing the right outsourcing partner is crucial. AI is changing the landscape of customer service. Consultants with deep contact center experience are valuable. The BPO industry is evolving to include more tech services. Chapters 00:00 NBA Finals and Personal Rivalries 01:15 Understanding BPOs and Contact Centers 02:26 The Decision to Outsource 03:35 Implementing Outsourcing Strategies 06:25 The BPO Industry's Shift to AI 08:07 Core Competencies in Outsourcing 10:52 Final Thoughts on BPO and Customer Care
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Bob's new book: on to blue
06/16/2025
Bob's new book: on to blue
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 legacy and help others. The nonprofit aims to raise awareness about breast health. Early detection of breast cancer is crucial for survival. Keisha's story is a reminder to cherish loved ones. Bob encourages open conversations about health in families. The book captures the essence of Keisha's spirit. Bob's journey of writing was both challenging and healing. The nonprofit provides resources for young women regarding breast health. Keisha's impact continues through the stories shared by others. Chapters 00:00 Introduction and Weekend Highlights 02:54 The Story of Keisha: A Daughter's Legacy 05:58 Keisha's Impact and Personality 08:56 The Journey of Writing the Book 11:48 The Nonprofit Mission and Its Connection to Keisha 15:09 Encouraging Action: Breast Health Awareness 17:52 Reflections on Loss and Legacy 21:11 Final Thoughts and Call to Action 📚 Get the book: On to Blue (available on Amazon in all formats) 🌐 Support the cause: www.warriorprincess.org If you’re a parent, friend, or leader—especially in a contact center full of women aged 25–45—listen to this conversation. Then talk to the women in your life. 👉 And ask her.
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Why phone service won't go away
06/04/2025
Why phone service won't go away
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 quickly damage a brand's reputation. Customers still prefer human interaction, especially older demographics. AI is not yet fully capable of replacing human agents in customer service. Many customers are skeptical about the use of AI in service. The majority of customers still want to talk to a human. Self-service options can be frustrating for customers who prefer direct contact. AI can be used to support agents rather than replace them. Effective communication is crucial in addressing customer needs. Understanding customer preferences is key to improving service. Chapters 00:00 Weekend Reflections and Brisket Adventures 01:11 Customer Service Trends: Insights from the Article 03:49 The Importance of Human Interaction in Customer Service 07:37 AI in Customer Service: Current Limitations and Future Potential 10:59 Customer Preferences: The Skepticism Towards AI 11:52 Effective Use of AI: Enhancing Human Agents 14:12 Navigating the Future of Customer Service
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Enabling frontline leaders
05/01/2025
Enabling frontline leaders
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 supervisors to balance their responsibilities. Supervisors often spend less than 50% of their time with their teams. Technology is changing the landscape of contact centers, impacting supervisors' roles. AI and automation may not replace supervisors but change their responsibilities. Leadership should focus on personal growth and development. Praise and coaching should be balanced in management practices. Human customers will always need human supervisors. Organizations must check in on their frontline supervisors regularly.
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Agentic AI vs. Human
04/27/2025
Agentic AI vs. Human
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 transformation. Takeaways Microsoft's rebranding reflects a significant shift in the contact center industry. The term 'agent' is now being associated with bots rather than human representatives. Technology is becoming the focal point in contact centers, often at the expense of human agents. There is a need for industry professionals to push back against the over-reliance on technology. AI should be used to support human agents, not replace them. The future of customer service must include a balance between technology and human interaction. Leaders should advocate for the value of human agents in the face of automation. Customer loyalty is built on human connections, not technology. The conversation around AI in contact centers is evolving rapidly. It's essential to maintain clarity in terminology to avoid confusion between human and digital agents. Titles The Future of Contact Centers: Humans vs. Bots Navigating the AI Revolution in Customer Service Chapters 00:00 Introduction and Sports Banter 02:01 Microsoft's Rebranding and the Future of Contact Centers 06:05 The Role of Technology in Contact Centers 12:03 Navigating Change in Contact Center Operations 17:57 Conclusion and Call to Action 18:59 contact center show vertical outtro.mp4 Links:https://www.cxtoday.com/contact-center/microsoft-rebrands-its-contact-center-workspace-stops-using-the-term-agent-for-live-reps/ https://www.cxtoday.com/contact-center/microsoft-releases-three-ai-agents-for-a-more-autonomous-contact-center/
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Enabling Frontline leadership
04/16/2025
Enabling Frontline leadership
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 development and employee engagement strategies. Takeaways Employee engagement has regressed to pre-COVID levels. Understanding why employees leave is crucial for retention. Strong relationships with leaders can influence employee retention. Promoting the best employee to a leadership role can backfire. Leadership training is often lacking in organizations. A supportive work environment is essential for employee satisfaction. Employees need to feel a sense of purpose in their work. Effective communication between managers and employees is vital. Organizations must be realistic about job expectations. Investing time in leadership development is necessary for success. TitlesReviving Employee Engagement Post-COVID Sound Bites "Why are people leaving?" "People don't leave jobs, they leave employers." "Let us know if you want more of this." Chapters 00:00The State of Employee Engagement 02:59Understanding Employee Retention 06:11The Role of Leadership in Retention 08:45Training and Development for Leaders 12:06Creating a Supportive Work Environment 15:02The Importance of Purpose in Work 17:59Final Thoughts and Call to Action
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What to do about NPS
03/31/2025
What to do about NPS
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. Takeaways It's a people business. NPS became kind of a synonym for customer satisfaction. NPS has now been bastardized. We have data now that NPS does not correlate to recommendations. If I did what you wanted, please give me a good score. We've put that person into a place where they are just trying to meet the expectation. If it's going to be about the damn metric, fix the system. NPS is past its time. We need to wow our customers. We need to keep customer sentiment really, really matters. Chapters 00:00 The Ever-Changing Landscape of Business 02:27 The Evolution and Impact of NPS 11:27 Critique of NPS: Is It Still Relevant? 18:18 The Ethics of Customer Feedback and Incentives Resources:
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HP adds 15 minute mandatory hold time
03/16/2025
HP adds 15 minute mandatory hold time
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. Takeaways Automation in customer service often leads to frustration. HP's 15-minute wait policy aimed to push digital self-service. Customer preferences should be prioritized in service design. Long wait times can significantly impact customer experience. Companies must listen to customer feedback to improve services. Self-service options should be user-friendly and accessible. The cost of human interaction in customer service is high. Effective communication is key to customer satisfaction. Businesses should focus on long-term customer relationships. Customer service should be valued as a critical business function. Chapters 00:00 Introduction and Light Banter 00:57 The Automation Dilemma in Customer Service 02:55 HP's Controversial 15-Minute Wait Policy 06:07 Customer Preferences and Self-Service Solutions 09:02 The Impact of Wait Times on Customer Experience 12:02 HP's Policy Rescinded and Customer Feedback 15:06 The Importance of Customer Service in Business 17:58 Conclusion and Call to Action
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AI will not replace humans in service
03/09/2025
AI will not replace humans in service
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 service that prioritizes both technology and human connection. Takeaways AI is capable of handling a significant volume of customer interactions. The belief that AI will completely replace human agents is exaggerated. Human agents are becoming more valuable in the age of AI. AI should be used to enhance the capabilities of human agents. Consumer preference still leans heavily towards human interaction for customer service. Companies that ignore the human element risk losing customer satisfaction. The integration of AI in customer service should focus on efficiency and support for agents. Automation can lead to increased customer interactions, not a decrease. The return of human agents in companies like Klana highlights the importance of personal touch. Understanding customer needs is essential for effective service delivery.
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Attributes of a good leader
03/04/2025
Attributes of a good leader
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 individuals. Leaders must create a safe space for employees to express themselves. Hope, trust, compassion, and stability are essential for effective leadership. The relationship between agents and managers is changing with AI integration. Employees need to feel safe to express unpopular opinions without fear of repercussions. The shift towards a people-based business model is crucial in contact centers. Meaning at work is derived from relationships, not just salary. Compassion in leadership helps employees feel valued and supported. AI should enhance human interactions, not replace them. Leaders should regularly assess if they are providing hope and trust to their teams.
/episode/index/show/contactcenter/id/35368850
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Return to work challenges
02/20/2025
Return to work challenges
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the ongoing shift back to office work post-COVID, the challenges of hybrid work models, and the importance of thoughtful leadership in contact centers. They explore the reasons behind companies' push for employees to return to the office, the impact of remote work on productivity, and the need for effective communication and community building in the workplace. Takeaways There is a significant push for employees to return to the office post-COVID. Many companies are struggling with the logistics of bringing employees back. The culture argument for returning to the office is often unfounded. Remote work has shown to be as productive, if not more so, than in-person work. Contact centers have been slower to adopt remote work models compared to other industries. Leaders need to be intentional about fostering community in the workplace. Hybrid work models are challenging to implement effectively. Companies should leverage the opportunity to build stronger teams when employees are in the office. Effective communication tools are essential for maintaining productivity in contact centers. Workforce management is crucial for understanding employee needs and optimizing operations.
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Can empathy be taught?
02/03/2025
Can empathy be taught?
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the essential skills for success in customer service roles, emphasizing the importance of empathy, authenticity, and a positive attitude. They explore how these skills can be taught or innate, and the impact of genuine interactions on customer experiences. The discussion highlights the need for contact center leaders to trust their employees to be themselves and to foster authentic relationships with customers. Takeaways Empathy is the most crucial skill in customer service. You cannot teach empathy; it must be inherent. Authenticity in interactions leads to better customer experiences. Positive attitudes can sometimes feel insincere. Trusting employees to be themselves enhances service quality. Customer service training should focus on genuine interactions. Scripts can hinder authentic communication with customers. Empathy should be felt, not just expressed in words. Leaders should encourage authenticity in their teams. Building relationships with customers is key to effective service. Chapters 00:00 Introduction to Customer Service Skills 01:17 The Importance of Empathy in Customer Service 05:50 Understanding Authenticity in Customer Interactions 12:44 The Role of Positive Attitude in Service 17:45 Building Trust and Authentic Relationships
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Government intervention in service?
01/25/2025
Government intervention in service?
Takeaways Customer service experiences can be frustrating and time-consuming. Government intervention may be necessary to improve customer service standards. Companies often fail to address their own customer service issues. The experience of customers with disabilities is often overlooked. Regulations in Europe provide clearer guidelines for customer service. Technology alone will not solve customer service problems. Organizations need to actively seek feedback to improve service. Customer service representatives often have limited solutions to offer. Internal reforms are essential for enhancing customer experience. The government may step in if companies do not take action. Chapters 00:00 The State of Customer Service Today 08:52 Government Intervention in Customer Service 13:01 The Future of Customer Experience
/episode/index/show/contactcenter/id/35003465
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Don't be a statistic
01/13/2025
Don't be a statistic
Summary In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges of employee engagement and satisfaction in the workplace, particularly in the context of returning from time off. They explore the importance of recognition, meaningful work, and the impact of relationships on employee well-being. The discussion also touches on insights from other industries and the need for a more personalized approach to understanding employee needs. Takeaways Taking time off often leads to a desire to stop working altogether. Employee satisfaction is declining, particularly in service industries. Meaningful work drives engagement more than financial compensation. Recognition is a key motivator for employees. Understanding the grind of work is essential for improving engagement. Relationships in the workplace are crucial for employee success. Cultural insights from other industries can inform better practices. Time off does not necessarily recharge employees for more work. A personalized approach is needed to understand employee needs. Attention to employee well-being can prevent disengagement. Chapters 00:00 New Year Greetings and Reflections 01:37 Employee Satisfaction and Engagement Post-COVID 05:21 The Importance of Meaningful Work 10:54 Recognition and Relationships in the Workplace 15:59 Learning from Other Industries
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2024 in review
12/25/2024
2024 in review
Summary In this conversation, Amas Tenumah and Bob Furniss reflect on the year 2024 in customer service, discussing persistent challenges in contact centers, the evolution of work-from-home practices, and changing customer expectations regarding returns. They also share personal anecdotes about memorable holiday gifts and emphasize the importance of gratitude and understanding during the holiday season. Takeaways AI is still not as user-friendly as expected. Contact centers face ongoing challenges similar to those from years ago. The importance of people in customer service remains paramount. Work from home practices have significantly retreated post-pandemic. Customer expectations for frictionless returns have increased. Companies need to adapt their customer service strategies accordingly. Personal experiences shape our views on customer service. Gratitude and patience are essential during the holiday season. Not everyone celebrates Christmas, and inclusivity matters. Memorable gifts often come with personal stories and reflections. Chapters 00:00 Reflecting on Customer Service Trends of 2024 04:52 The Evolution of Work From Home in Contact Centers 10:13 Customer Expectations and Return Policies 14:56 Memorable Holiday Gifts and Personal Reflections 20:00 Gratitude and Acknowledgment During the Holidays
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Humans vs Policy
12/20/2024
Humans vs Policy
Summary In this conversation, Amas Tenumah and Bob Furniss discuss various themes surrounding customer experience, particularly in the context of recent tragic events and the impact of societal anger on service interactions. They explore the quality of food at conferences, the implications of a recent murder related to healthcare dissatisfaction, and the need for empathy and flexibility in customer service policies. The discussion emphasizes the importance of human interaction in service environments and the challenges posed by rigid policies that often ignore individual circumstances. Chapters 00:00 Conference Experiences and Food Quality 02:05 Tragic Events in Healthcare Leadership 06:48 Customer Service Challenges and Societal Anger 09:17 Policies vs. Empathy in Customer Service 16:36 The Human Element in Customer Interactions 17:15 contact center show vertical outtro.mp4
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Why Hybrid work is so hard to manage
10/07/2024
Why Hybrid work is so hard to manage
Summary 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
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Is training the problem?
09/23/2024
Is training the problem?
**Key Highlights:** 1. **Introduction:** - Bob enjoys the banter with Amas about customer service challenges. 2. **Sister's Experience:** - Amas shares a story from his sister about difficulties in returning items, highlighting widespread customer service frustrations. - Discussion shifts to training as a core issue in service quality. 3. **The Training Debate:** - Bob emphasizes that training isn't just a simple problem; it encompasses various methods (classroom, online, interactive). - The importance of hiring effective trainers with strong facilitation skills is noted. 4. **Expectations vs. Reality:** - Unrealistic expectations on agents’ knowledge vs. what’s feasible in training are discussed. - Example from Bob’s experience with product training illustrates gaps in knowledge expectations. 5. **Realistic Training Goals:** - Focus should shift from rote memorization to understanding concepts and finding information. - The need for open-book assessments and emphasis on problem-solving skills. 6. **Importance of Context:** - Understanding the “why” behind questions is crucial for effective customer interaction. - Agents should connect with customers rather than just provide scripted answers. 7. **AI’s Role:** - AI can aid in information retrieval but cannot replace the need for agents to engage with customers on a deeper level. 8. **Living Training:** - The best training comes from real-life experiences, not just theoretical knowledge. - Importance of “nesting” (support after training) for new agents to apply what they’ve learned. 9. **Closing Thoughts:** - Bob quotes Ben Franklin: “Tell me and I forget. Teach me and I remember. Involve me and I learn.” - Both hosts encourage listeners to consider how to improve training practices. 10. **Live Podcast Announcement:** - Bob and Amas will be at the ICMI show in Orlando from October 21-25. - Listeners are invited to join, engage, and share their thoughts during live recordings. ---
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Attrition and loneliness
09/18/2024
Attrition and loneliness
**Podcast Summary: Tackling Contact Center Attrition** In this episode, Amas and Bob dive into the persistent challenge of attrition in contact centers. They reminisce about Amas's experience running a center in the mid-2000s, where the attrition rate hovered around 7-9%. Surprisingly, even after 15 years, the current rate remains about the same. They explore whether this issue is truly fixable and discuss the implications of attrition rates comparable to those in retail environments. Bob emphasizes the importance of analyzing data beyond just averages to identify specific areas of concern. He points out that while some centers perform well, many still struggle with high turnover. They agree that rather than relying on superficial employee engagement tactics like pizza parties, contact centers should focus on improving the job itself and fostering trust between employees and supervisors. Amas shares a personal anecdote about an employee who preferred working at McDonald's due to lower stress levels, prompting a conversation about the real factors affecting job satisfaction. The duo highlights the need for contact center leaders to rethink their approach to employee experience, advocating for genuine relationships and understanding the needs of their teams. Bob suggests actionable steps for supervisors to build trust, including knowing employees' names, recognizing their strengths and areas for improvement, and understanding their personal passions. They conclude by stressing that relationships are key to employee retention and satisfaction. Tune in to hear insights on creating a positive work environment in contact centers, and learn how to shift the focus from temporary perks to meaningful change.
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The future of knowledge
09/04/2024
The future of knowledge
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 Clinton administration. Despite years of technological advancements, knowledge management remains a significant challenge, with many customer service representatives still struggling to find the right information quickly. Bob shares his optimism about the potential of generative AI to revolutionize knowledge management by aggregating and analyzing data from various sources. However, both Amas and Bob acknowledge that while AI could improve information retrieval, the real challenge lies in the human and process side of things. The discussion explores the conflict between relying on AI to provide information and trusting human agents to apply judgment in delivering that information to customers. They emphasize that AI should be used to augment knowledge workers, not replace them, particularly in the tedious task of keeping content up-to-date. The episode wraps up with the idea that AI could help reduce the noise in the information agents must sift through, making their jobs easier and more effective. Listeners are encouraged to understand AI's capabilities and integrate it into their contact center operations, focusing on how it can help manage and improve knowledge over time.
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Value of In person events
08/29/2024
Value of In person events
***Episode Highlights:** 1. **In-Person Events vs. Online Meetings:** - Amas and Bob discuss the value of attending in-person events in an era dominated by virtual meetings. They argue that face-to-face interactions foster deeper connections, networking, and learning opportunities that virtual settings can't fully replicate. 2. **The Importance of Networking:** - Bob emphasizes the benefits of meeting new people at events, sharing experiences, and learning from peers. He suggests that these interactions can offer fresh perspectives and solutions to common challenges in the industry. 3. **The Power of Human Connection:** - Amas reflects on how he met Bob at an ICMI event in 2007 and how their professional relationship blossomed into a strong friendship. This wouldn't have been possible without attending an in-person event. 4. **Exciting Announcement - Live Podcast at ICMI Expo:** - Amas and Bob are taking their podcast live to the ICMI Contact Center Expo in Orlando, October 22-24. They will host four live shows from the expo floor, providing an opportunity for attendees to interact with them, ask questions, and participate in discussions. 5. **Engagement Opportunities at the Expo:** - Attendees can meet Amas and Bob, engage in debates, and share their thoughts on various topics discussed on the podcast. There will be opportunities to challenge the hosts and hear from special guests, including vendors and speakers. 6. **What to Expect from a Live Podcast:** - Bob explains that a live podcast involves real-time interaction with an audience, creating a dynamic environment that differs from their usual recording setup. They will host conversations, engage with attendees, and bring a lively atmosphere to the expo floor. 7. **Join Us in Orlando:** - Amas and Bob invite listeners to join them at the ICMI Expo in Orlando. They offer a discount for registration and encourage attendees to subscribe to the podcast for more updates and fun discussions. **Call to Action:** - Subscribe and listen to full episodes of "The Contact Center Show" on Apple, Spotify, or wherever you get your podcasts. Join Amas and Bob live at the ICMI Expo in Orlando for engaging discussions and networking opportunities. **Note:** For those interested in attending, visit the expo floor booth located at the back left side to meet the hosts and participate in the live shows!
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