Contact Center Show

The contact center may be the biggest melting pot in corporate America. Bob & Amas have 60+ years in the industry What does the contact center get right? Most incredible stories about contact centers Memorable Quote: "Did you lose your daughter? Are you a NARC?" - Bob And much more Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/

Join Amas and Bob as they discuss eliminating phone calls from contact centers: Before you join the movement to eliminate phone calls from your contact center you should listen to this. Select quotes. "I think they are trying to kill the phone call because they're expensive...." "Is frontier airline the model for customer service?" "At the end of the day, if I think of the best phone call I have ever had with a customer service agent, I still wish had never happened...." And much more Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/

Join Bob and Amas as they dive deep in how to deal with escalations: "I have always been intersted in the origin of the statement "the customer is always right", they must not work in service..." "In some ways I think the organization is creating escalations..." "I would love to be a supervisor in a call center and not be able to tell a lie....." And much more Contact Amas and Bob. http://linkedin.com/in/amastenumah/" https://www.linkedin.com/in/bobfurniss/

Join Amas and Bob as they discuss the dreaded message we all hear when calling for service. What is done with my recording and transcripts at most contact centers? Who owns the data? Three things to change about the recording and quality assurance process. Some quotes... "I don't think it's BS they are recorded but they're not listening to a lot of it..." "Here is what your agent hears after you tell them they scored 84...." "At the end of the day, the job you signed up for is an interaction between two people and how they FEEL about it..." And so much more Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/

People blame most bad interactions on poor training.Is this true? The training blame game Who is the real culprit when service goes bad What is training actually good for Is empathy a skill or an emotion? And much more... Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/

Ever had 100,000 people waiting in line and angry? You know it is your fault? Have you ever made all your coworkers mad? Today Bob Furniss and I discuss Workforce Management. Why WFM deserves more empathy Why WFM is a lot of art and a lot science Wat makes WFM such a complex job And much more ... Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/

Tune in to hear... "There are lies, there are damn lies and there are metrics!" If you can't measure it, you can't manage it" - Dr Demin Why are there so many damn metrics in a Contact Center Is chasing Average Handle Time effective? Does Average Rate of Answer really matter? And so much more! Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/

Notable quotes "I miss my old job some days it was less chaotic. I used to be an ER Nurse and I am now a call center supervisor in Manila" "I am a manager, a leader, a therapist, a coach, an arbitrator, a time manager, a workforce manager, a teacher, a quality..." I was the best agent - I am now probably the most undertrained manager in the company with lots of responsibility and hats to wear! Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/

Notable quotes "Every word you say and write is recorded and judged." "I took phone calls for the first time in the 90s and in many contact center they are still using the same screens I did." "The dentist is still using a chisel" "We have been hearing about the demise of the contact center agent for 20 years" "The human agent is not going away" Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/

"Which is worse? What if we had a zero abandon rate? OR What if we reduced service level?" "Marketing claims it sets half of its budget on fire and keeps getting funding." "tell me why you matter? Tell me why we should spend more? " Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/