Amas Tenumah

Amas Tenumah, a seasoned contact center practitioner and author of HOLD, dives deep into the failures of customer service. He argues that poor experiences are deliberately designed, not accidental, fueled by toxic corporate incentives. Amas unveils how marketing has supplanted service as the trust mechanism, and discusses the damaging impact of metrics that prioritize avoidance over effective communication. He advocates for a consumer-led revolt to demand better service, emphasizing that real change comes from holding companies accountable.