Technology

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 »

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/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

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