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

What we learned this season

Jun 16th, 2023 33m 38s

Amas and Bob take a look back a their third season of the Contact Center show. "I plan to spend the offseason doing nonprofit, keisha Warrior Princess, we aims to educate women on the importance of self exams and of gynological appointments

How to Prepare for CCaaS

Jun 9th, 2023 32m 57s

Bob and Amas discuss how you should prepare for CCaas: Three out of four contact centers today have not yet made the move. Every vendor is telling companies to make this move. The improvements are happening in their new cloud system. We're ge

How to Seperate the Hype from Reality with Generative AI

May 29th, 2023 40m 29s

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 c

Knowledge is the new oil, but do you know how to drill?

May 15th, 2023 30m 51s

Bob and Amas discuss the world of knowledge. "I'm going to date myself that we had knowledge on paper in binders at every desk." - Bob "In fact, I believe that if used correctly, knowledge or technical product content in this case is and should

The Contact Center CFO

Apr 24th, 2023 42m 6s

Amas and Bob discuss the role of the CFO in the Contact Center: "Yeah, there is a the metric but there reason your are measuring FCR, repeat call rates, average call rate, they should lead somewhere." -Amas "I gotta be ready to tell the story

The Outbound Call Center

Apr 17th, 2023 36m 2s

Amas and Bob discuss the outbound call center: "This is giving me flashbacks of my teenage years when I was doing telemarketing." - Amas "Time is money! Interactions to Sales matter - from a cost perspective." -Bob "Well first of all it's a

Waiting for Serivce Interview

Apr 11th, 2023 33m 52s

Bob interviews Amas about his latest book "Waiting for Service" "If our industry could get the waiting part right before worrying about the quality of service..." Amas "So if you are listening to our podcast, he is not talking about you, he is

Soft Skills do not work, your contact center needs Tough skills.

Mar 14th, 2023 59m 33s

Amas and Bob welcome Caryn Fried and Glen Stoffel to the Contact Center Show to discuss the reality of soft skills. Quotes "People drive the success of contact centers. I had someone say to me this week - I think people are going away in contac

When Social media becomes the primary means of customer service

Mar 8th, 2023 35m 53s

Do you use social media to address your complaints or concerns with companies? What are the pros and cons of social service? Does anyone do it well? It is quite overwhelming to monitor the entire internet so where do you start? “how would yo

Why should you use social for customer service

Mar 3rd, 2023 36m 38s

Bob and Amas continue the conversation about Social Service: "You know that quote from 10-15 years ago 'if you do something good your customer will tell 3 people and if you do something bad they will tell 10' now customers are like 'let me tell

When customers never have to hold?

Feb 27th, 2023 32m 54s

You dial a 1800# and it tells you someone will hold your place in line and call you back when it is your turn? Is someone actually holding your place in line? Key Quotes: "It allows you to not have to listen to Michael Bolton sing “when a man l

Will ChatGPT answer 25% of all your inquiries?

Feb 17th, 2023 41m 54s

Amas and Bob take a deep dive into the success of ChatGPT. Chatbots are not new, why is this one capturing hearts and mind? What the heck is a chatbot anyway? Why do most customers hate chatbots and will it change? Will it replace humans in th

Is the Contact center the most interesting place in Corporate America?

Feb 13th, 2023 42m 8s

The contact center may be the biggest melting pot in corporate America. Bob & Amas have 60+ years in the industry What does the contact center get right? Most incredible stories about contact centers Memorable Quote: “Did you lose your dau

Should We Join Frontier Airlines in Eliminating Calls?

Jan 21st, 2023 29m 21s

Join Amas and Bob as they discuss eliminating phone calls from contact centers: Before you join the movement to eliminate phone calls from your contact center you should listen to this. Select quotes. "I think they are trying to kill the pho

How to Deal with Escalations

Jan 2nd, 2023 30m 19s

Join Bob and Amas as they dive deep in how to deal with escalations: "I have always been intersted in the origin of the statement "the customer is always right", they must not work in service..." "In some ways I think the organization is creat

Your Call is Being Recorded for quality purposes

Dec 29th, 2022 36m 8s

Join Amas and Bob as they discuss the dreaded message we all hear when calling for service. What is done with my recording and transcripts at most contact centers? Who owns the data? Three things to change about the recording and quality assura

Is Training to blame for Customer service failure?

Dec 12th, 2022 34m 26s

People blame most bad interactions on poor training.Is this true? The training blame game Who is the real culprit when service goes bad What is training actually good for Is empathy a skill or an emotion? And much more... Contact Amas and Bo

What is Workforce Management?

Nov 28th, 2022 36m 59s

Ever had 100,000 people waiting in line and angry? You know it is your fault? Have you ever made all your coworkers mad? Today Bob Furniss and I discuss Workforce Management. Why WFM deserves more empathy Why WFM is a lot of art and a lot scie

The only metric you should measure in a contact center.

Nov 14th, 2022 37m 30s

Tune in to hear... “There are lies, there are damn lies and there are metrics!” If you can’t measure it, you can’t manage it” - Dr Demin Why are there so many damn metrics in a Contact Center Is chasing Average Handle Time effective? Does Av

Who is a contact Center Supervisor?

Nov 7th, 2022 36m 32s

Notable quotes "I miss my old job some days it was less chaotic. I used to be an ER Nurse and I am now a call center supervisor in Manila” "I am a manager, a leader, a therapist, a coach, an arbitrator, a time manager, a workforce manager, a

Who is a contact center representative?

Nov 4th, 2022 35m 25s

Notable quotes “Every word you say and write is recorded and judged.” “I took phone calls for the first time in the 90s and in many contact center they are still using the same screens I did.” “The dentist is still using a chisel” “We have

Who should own the contact center?

Oct 19th, 2022 37m 53s

"Which is worse? What if we had a zero abandon rate? OR What if we reduced service level?” “Marketing claims it sets half of its budget on fire and keeps getting funding.” “tell me why you matter? Tell me why we should spend more? " Contact A

What is a Contact Center - Part 2

Aug 29th, 2022 16m 25s

Amas and Bob continue the conversation about the evolution of the Contact Center: The heart of the Contact Center Agent Why is it the most scrutinized job in the company? What the role should look like Strategic positioning of contact cente

What is a Contact Center?

Aug 23rd, 2022 19m 57s

Bob and Amas break down exactly what the Contact Center is and is not: The term Call Center should be retired Implications of Remote Agents Quotes: “If you are still calling it a call center, I am judging you” “If the Telephone is your only