Processes

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 »

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 »

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/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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