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TweetShareSharePin Amas and Bob have a great conversation this week and put training on trial: Why is training the panacea? Rethink training with the ‘agent’ as the center.  The most effective way to coach. And much more. TweetShareSharePin

TweetShareSharePinhttps://youtu.be/7cPzLy3NM98 Join Amas and Bob as they have an engaging conversation with top strategist Glenn Stoffel about… Glenn’s story about his experience in the Contact Center Why is strategy so important in an organization How we tend to have a ‘shoot first’ approach to what is really a communications business And much more…   SCROLL TO …

With Guest Glenn Stoffel Read More »

TweetShareSharePinhttp://Amas%20and%20Bob%20have%20a%20great%20conversation%20about%20what%20is%20driving%20the%20future%20of%20customer%20service. %20%20What%20is%20the%20next%20great%20idea%20to%20win%20the%20hearts%20of%20minds%20of%20customer%20once%20convenience%20is%20solved. %20Amas%20shares%20a%20story%20about%20how%20SMS%20helped%20a%20hearing%20impaired%20person. %20Citizens%20are%20changing%20how%20states%20do%20business. %20%20And%20much%20more. %20Learn%20more%20about%20Bob%20and%20Amas%20at%20www.contactcenter.tv Amas and Bob have a great conversation about what is driving the future of customer service.  What is the next great idea to win the hearts of minds of customer once convenience is solved.  Amas shares a story about how SMS helped a hearing impaired person.  Citizens are changing how states do business.  And …

The Future of CX is Inclusive Read More »

TweetShareSharePin Bob and Amas will entertain with this engaging conversation about: Why does CX still suck even though we have the data to show it.  Your know your agents get yelled at, but do you know how much? Can voicemails help to shorten long wait times? And much more… To learn more about the Contact …

In God we trust, all others bring data Read More »

TweetShareSharePin Bob and Amas have a great conversation about the following: What explains the small uptick in customer satisfaction? Contact center agents are also essential workers, or dare we say heroes? How do I tell if I am short staffed or if my agents are just inefficient? And much much more… To learn more about …

The forgotten essential worker – Contact center agents Read More »

TweetShareSharePinhttps://youtu.be/IbB5W5K7urc Amas and Bob have a great conversation about leadership.  In this episode they discuss: Are great leaders born or nurtured? There is an opportunity you should always take if you want to be an effective leader  What can you do to make flex scheduling work? And much more… To learn more about the show …

Are Leaders Born or Made? Read More »

TweetShareSharePinhttps://youtu.be/YmgvYwABEGQ Amas and Bob discuss the customer experience and how to wow.  In this session: Bob shares a story on how a person was wowed by guess what company… How do you really deliver empathy? Which is more important NPS or CSAT? And much more… To learn more about the show or Amas Tenumah and …

How to wow to scale Read More »

TweetShareSharePinhttps://youtu.be/CcB2SNcb2oY Amas and Bob have a great conversation about new approaches in the contact center, including: Matchmaking in the contact center, swipe left, swipe right! What are you optimizing for? MPS score, sales? What to do when your losing agents because they are bored? And much more… To learn more about the show or Amas …

The Contact Center Match Maker Read More »

TweetShareSharePinhttps://youtu.be/TbAc-lcvozE Amas and Bob discuss chatbots: With a 67% failure rate, is it worth it to keep them? What can be done about the disconnect with online pricing? There is a secret to not worrying about your customer experience.  And much more… TweetShareSharePin

TweetShareSharePinhttps://youtu.be/3MSH90Uijb4 In this episode, Amas and Bob discuss the following: Most of the money and energy is around technology, processes and not the employee, is that a mistake? The trickle up theory What’s the most important metric to watch in a contact center To learn more about Amas, Bob and The Contact Center Show, go …

The Forgotten Customer Service Employee Read More »

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