Human Capital

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 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/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/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 »

TweetShareSharePinhttps://youtu.be/NCG3v9P9-xA Amas Tenumah and Bob Furniss start the Contact Center Show to discuss new ideas, insights and all things call center. In their first episode the discuss: The transition to work from home is not temporary Have you heard of “customer promiscuity?” The best place to find good benchmarking data Download the Transcript TweetShareSharePin

TweetShareSharePinhttps://youtu.be/pdRGRd2ao8k In this episode, Amas and Bob discuss the following: The monetization of the contact center Is there a shift in the industry towards customer experience? Which is more important CSAT or FCR TweetShareSharePin

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