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

BPO Success vs Failure 07/09/2025

Bob's new book: on to blue 06/16/2025

Why phone service won't go away 06/04/2025

Enabling frontline leaders 05/01/2025

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/ /episode/index/show/contactcenter/id/36324225

Enabling Frontline leadership 04/16/2025

What to do about NPS 03/31/2025

HP adds 15 minute mandatory hold time 03/16/2025

AI will not replace humans in service 03/09/2025

Attributes of a good leader 03/04/2025

Return to work challenges 02/20/2025

Can empathy be taught? 02/03/2025

Government intervention in service? 01/25/2025

Don't be a statistic 01/13/2025

2024 in review 12/25/2024

Humans vs Policy 12/20/2024

Why Hybrid work is so hard to manage 10/07/2024

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. --- /episode/index/show/contactcenter/id/33172032

Attrition and loneliness 09/18/2024

The future of knowledge 09/04/2024

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! /episode/index/show/contactcenter/id/32760947

Contact center leadership post covid 08/18/2024

Can AI fix the call center agent experience? 08/07/2024

Can AI fix the call center agent experience? Welcome 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! /episode/index/show/contactcenter/id/32476597

Will AI Kill the contact center? 07/16/2024

Will AI Kill the contact center? Podcast Summary: The Future of Contact Centers with Amas and Bob Hosts: Amas and Bob Topic: The evolving landscape of contact centers and the impact of AI technology. Key Points: Introduction: Amas and Bob reunite to discuss the future of contact centers, emphasizing their long-standing involvement and passion for the industry. Industry Predictions: Amas shares a pessimistic view from a major IT consulting CEO predicting the demise of call centers due to advancements in AI and technology. Bob counters with optimism, likening the prediction to the exaggerated reports of Mark Twain’s death, asserting that contact centers will not disappear but evolve. Technological Evolution: Bob and Amas reminisce about past technological advancements (IVR, the internet, social media) that were supposed to reduce the need for human agents but ultimately did not eliminate the necessity for human interaction. Amas highlights the continued growth in phone calls despite these technological changes. Impact of AI: Bob acknowledges AI’s potential to transform the contact center experience for both agents and customers but believes human agents remain essential due to the complexity of certain problems. Amas emphasizes that AI should be viewed as a tool to enhance customer service rather than a replacement for human agents. Future Outlook: Both hosts agree that while AI will change the contact center landscape, it won’t make it obsolete. They predict AI will help improve efficiency and customer service but stress the importance of human involvement. They advise contact center agents to stay informed and educated about AI advancements to remain valuable in their roles. Advice to Listeners: Amas urges listeners to focus on how AI can improve customer experiences rather than solely seeking cost-cutting measures. Bob encourages agents to embrace learning opportunities about AI to better adapt to the upcoming changes. Closing Thoughts: Amas and Bob conclude with a call for humility and caution against overconfidence in predicting the future of technology. They sign off with philosophical wisdom, quoting Socrates on the importance of focusing on building the new rather than fighting the old. Conclusion: The podcast wraps up with a reminder for listeners to subscribe and share, promising more insightful discussions on the future of contact centers. /episode/index/show/contactcenter/id/32161762

The customer Happiness show 01/15/2024

The customer Happiness show Bob, it has been a while since we have talked to the contact center show audience, and there are some rumors that I want to put to bed. Bob, the word on the street is we got rich and famous and we stopped putting out new show. I've gotten some responses from our fans. Can you put these rumors to bed? What actually happened here? Bob Well, as you can see, I'm calling you from my yacht. So the rumors are not true. I don't think anyone who uses the word customer service anywhere in their title has gotten rich from being in customer service. I remember the times I used to work with my budgets and nobody got rich there. Maybe some famous authors got rich writing books about customer service. I don't know why both of us are not in that category, but I do say we had a lot of fun doing that podcast we did. And we want you to follow us to the next podcast we're doing. Amas Yes. Bob So let's talk a little bit about that. Amas Let's talk about that. And we're going to talk about the new show, the customer happiness show. But before we do that, I went back and I looked, and over the course of those years, we put out over 70 episodes. I don't know many people, and they average about 45 minutes each. I don't know many people who can talk for 3 hours about most topics. Why do you love contact centers and customer service? Why have you stayed in it most of your career? What's in it for you? Bob Well, first of all, if we put out 70 episodes, then I probably have run out of things to say at this point. So maybe that's the reason why we stopped talking about contact. Amas Good point. Bob What do I love about customer service? I love that customer service is almost always a human experience. And yes, I know that digital is going to take over the world and call centers are going to go away. And all the pontificating about how much we're not going to have a call center, I don't think those are right. And I love that human interactions are almost always part of the equation. And it's in those times that we walk away from a company more loyal, saying, that was a good experience. That is why I like customer service. What about you? What's your draw to customer service? Amas I think, Bob, it's a profession that has allowed me to utilize many parts of my brain and my know, there's a little behavioral economics there, right? How do you get people to do things, whether employees, customers, how do you get them to behave? There's a lot of technologies, technology, and a lot of things. And then there is what we used to call soft skills. And one of our few guests we had on the show taught us there was tough skills. That's a great episode. You guys go check that out. And by tough skills, people used to think about them as just pleases and thank you. There's a little art about how you deliver information, how you listen, how you do that. So you have to learn about those things as well. Then there's data involved, right? You got to measure everything because you're trying to do things efficiently and effectively. And as you know, I tried to go do something else for a little while last year, and I came right back and I'll probably spend the rest of my career doing this, and I can't imagine doing anything else. And so we've stopped putting out. I mean, we'll come occasionally and put out some shows here. The show is still going to be up, guys. You can get it. But we have made this pivot. And I got to tell you the story about how this came of. The name of the show, by the way, is the customer happiness show, but the name of the show, the format of the show, all of this came. I took a trip to Bob lives in Memphis and I live in Oklahoma City, and we go and see each other as often as time, and all of that permits. So I go there. We had a few beers in Memphis. We took that really long walk. I don't know how many miles that thing was. I wanted to see the little river thing. I don't know what you call that body of water, but we took that walk around it and we agonized about what this format will be. All we were sure about is we know that we've put out tons of contents to help contact center people around the world till this date. I still get emails that I don't forward to, Bob. They don't come in as often anymore because there are no new episodes. And every time someone mentions the show, it gives me lots of joy that we put that out. But we wanted to pivot to go talk to consumers, the Joe blow consumers out, Bob, and you can share more about. It's been months since we were having that conversation. Why are you excited about this format and specifically talking about consumers? What really excites you about it? Well, I think the very first time. Bob You and I were on a podcast together, if I'm not mistaken, was sometime in late 2019, where I joined yours, and we started talking in the same vein along. What do we get? Could we do a podcast together and our main number one goal was to have fun doing it. And I think we've met that number one goal. I hope we meet that number one goal with this one. But I'm excited because like you said, we talked a lot about sales and contact centers and walk up service and just about every kind of service. And it's always been the knowledge from the inside out. It's always been helping people on the inside do it better. So I'm excited to take all of those years of knowledge of what happens on the inside and turn it around. We did a show recently over on the new podcast about customer service at SiriusXM. And so what we're able to do is we understand service in general. So we're able to take the inside view and share it with the consumer and say, here are ways that you can be a better consumer to get better service. That's what excites me. It's from the outside. Amas I think. I think for me, Bob, similar to what you're saying, I feel like because we were so focused on the inside, the professionals, we were always helping the consumer. We were trying to teach people who delivered your service, contact center leaders, et cetera, to deliver your good service. Now we get to kind of be in the middle. We're going to focus on the consumer, bring all of our inside information in and teach consumers how to do that. I remember I'm a foodie, as you know, and Bob is as well. We both love food. And the book that changed the way I order out is Anthony Bourdain's kitchen confidential. And that's what I hope this is in know. He taught me that don't order the special, don't order the like because he was a chef and he knew all of that inside deal. And he didn't write the book for chefs, he wrote it for people who go out to eat. Until this date, when I walk into a restaurant, the things I learned from him still kind of echoes in my brain. And I hope this show becomes that. But the second reason I'm really excited is the format that we haven't told you guys about is we debated a little bit on the contact center show, but this show is all it is, all of us, not every single show, but for the most part, we are going back and forth. And I don't think it will surprise anyone who's listened to Bob and I over these four years that I win almost every time. So that part also excites me. I don't know if it excites Bob so much. Losing to me every week. But that part really gives me a lot of joy. Bob You definitely win every time you're talking because you say the most absurd things that I've ever heard, much like the. Amas One you just said. Bob But that is part of the reason for me also. I enjoy the back and forth. Amas So we are on the show and I suspect, and guys, you got to check out the show. I don't think the show is us. While it's called customer happiness, we are not on the show talking about how great customer service is. We are often on the show talking about some of the things and helping consumers navigate it better. So let me ask you, let me put you on the spot. What is your biggest pet peeve? You are a consumer. All of us are consumers. What's your biggest pet peeve? Put your customer hat on. Bob Well, mine is always when I'm told this is the policy and that's the only thing we can do. I hate hearing the word policy. I think that we probably make those agents that way because we do have a policy and we do tell them they can't negotiate. But that's my pet peeve because there should always be negotiation. In fact, I'll tell you an experience. I recently was at a well known shoe store and the employee came back and said, I'm sorry, but that's the policy. So I said, well, the policy doesn't make any sense. And he said something to the degree of, if I had a dollar for every time a corporate policy didn't make sense in my job, I'd be a millionaire. And so here's a guy that would really like to help me. Agrees with me that the policy is crazy. But he's quoting me the policy. So the policy for me is the one. I don't know what yours is. What's yours? Amas Mine is maybe dishonesty is too strong of a word. I don't like the fact that I go somewhere, they ask me for my email address to send me a receipt, and then here comes all these emails. I don't like the we will be with you shortly. Your call is important to us. They will call me and they won't call me back. It's these broken promises for me that makes customer service a pain at times. And so I actually prefer just tell me what I'm getting so that way I know what this is going to look like. So, guys, again, I would be remiss if I didn't say thank you to every single person over the years who downloaded the show, who subscribed who liked, who told people about it, who shared it, I cannot know. Two guys, one in Oklahoma City, one in Memphis. Two friends got on the phone and talked. And at the peak of our show, 4000 of you would download the show. I am incredibly just humbled and thankful and just hope we get a little bit of that success onto the next show. So we're asking you to stick with us. Come with us to the next show. You're going to learn something. You're going to hear us even hopefully funnier and more entertaining. And Bob, by the way, is semi retired now, which means God knows what's going to come out of his mouth. So please come join us. Bob Yeah, I'm on my own now. I can say what I really want to say instead of what I need to be careful how I say it. But you can join us on the same channels you're used to. So we're on Spotify, we're on Alexa, we're on Apple, we're on all the places that you get your podcast. We're still distributing to the same places. You can do a search on the customer happiness show. We're the only one out there with that name. So you can search on that. We'll put the link in, put the name at the end of this video. But as Amas said, thank you so much for your listening to us. I had somebody tell me that was a new research analyst that just began to work in the contact center space in a financial capacity as a research analyst. Tell me that she felt like she got more information from our podcast. And I said, well, how many did you listen to? She goes, I'm too embarrassed to tell you how many of them I listened to. But she said that she got a lot out of it and it felt like she understood both sides of the contact center world by listening. So it's just those kind of comments and the emails that you send that have made us keep doing it. We just hope you'll join us in the new one. Amas Awesome. Well, please subscribe. Like comment. The show is still going to be available, we're going to keep it going, and every now and then we'll pop in and maybe produce some new content. But please subscribe the customer happiness show wherever you get your podcast. Thank you all. Bye. /episode/index/show/contactcenter/id/29488108

What we learned this season 06/16/2023

How to Prepare for CCaaS 06/09/2023

How to Seperate the Hype from Reality with Generative AI 05/29/2023

How to Seperate the Hype from Reality with Generative AI Amas and Bob tell you how to separate the hype from reality with GPT: - AI will eliminate 75% of call center jobs. AI will even make your bed. These are some of the real headlines about what generative AI things like Chat GPT will do to the contact center. - I think the next knowledge will be the impact. It's going to affect the way that we write knowledge articles. Marketing is an example of how knowledge is going to be second in the contact center. And then the last step is talking to the agent where generative AI actually talks to the customer. - Generative AI is still on the way up in the Gartner Hype cycle. That means that the peak of inflated expectations are not over yet. Greene: It'll make the biggest impact on the agent, not the customer. Companies should be paying attention to it. - You sound like you have a bias for disrupting and helping the agent as opposed to replacing the agent by putting this thing in front of the customers. Is this one of those kind of, hey, start here because it's safer? I still believe we have a place for an agent. - What I want to do is help my agent versus replace my agent. Typical contact center probably has four to 500 knowledge articles. Think about having Chat GPT rewrite those articles through the lens of the customer. There's tons of improvement to the experience if you start there. - Google CEO Sandar Pachaya said Artificial intelligence is one of the most profound things we're working on as humanity. That silence after that is what tells me we've got to understand what this impact is. I hope we helped you guys get smarter this week. "It you know the demise of the contact center has been going on since since the IVR so. The reality is, is that contact the percentage of contact center jobs in companies have gone up compared to where they were before those technologies came into play." - Bob " I want to point out to people who you heard me say that the most popular car in the 1890s was an electric car." - Amas /episode/index/show/contactcenter/id/26847354

Knowledge is the new oil, but do you know how to drill? 05/15/2023

The Contact Center CFO 04/24/2023

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