Contact Center Show

Amas and Bob continue the conversation about the evolution of the Contact Center: The heart of the Contact Center Agent Why is it the most scrutinized job in the company? What the role should look like Strategic positioning of contact center Implications of digital/remote to how we run contact centers? Do we need to track bathroom times

Bob and Amas break down exactly what the Contact Center is and is not: The term Call Center should be retired Implications of Remote Agents Quotes: "If you are still calling it a call center, I am judging you" "If the Telephone is your only channel, you are doing it wrong" "We are the contact center, the engagement center, the data center - and yes - the call center! We should have a strong impact on the company - no matter which channel the customer uses!" And so much more!

Amas and Bob are back discussing all things Contact Center. They combine their 50+ years of experience and humor to bring you actionable insights that will improve your Contact Center. Call centers have an amazing history that is about 70 years old, hopefully you learned how we got here. Please join us "Federal prisoners have more freedom than call center agents" "Call centers were born from a lawsuit" resources: https://www.callcentrehelper.com/the-history-of-the-call-centre-15085.htm https://www.specialtyansweringservice.net/the-history-of-the-call-center-infographic/

This conclusion to the Leadership Series offers great insights into reporting and Bob and Amas share their insights: Why the contact center is so metrics obsessed What is one of the main drivers of reporting What is the secret to calculating first call resolution To learn more about Bob, Amas and the show visit www.contactcenter.tv

Feedback is key for service providers. Amas and Bob discuss the coaching: The reason coaching matters Formal versus informal feedback Specific tips you don't want to miss Learn more about Amas and Bob at www.contactcenter.tv

Communication is a core skill of leadership and Bob and Amas discuss some important nuances, you will enjoy the following: The importance of a communication structure Efficiently managing your communication tools And yes, they have to give some time to Zoom Learn more about Amas, Bob and the show at www.contactcenter.tv

Most managers focus on managing those who report to them, Amas and Bob have a great conversation about managing up and across. You enjoy the following: Why managing your manager is important When relationships at work really matter How do you handle the micromanager Learn more about Bob, Amas and the show at www.contactcenter.tv

In this special edition during the National Breast Cancer Awareness Month, Amas talks with Bob about the heartbreaking story of the death of his 34-year-old daughter from Stage-4 Metastatic Breast Center. Hear stories from Keesha's life and what led to the discovery of cancer. Hear about her four-year battle, how she lived life out loud on social media, and how their primary focus was living her bucket list. Hear how they turned their endless grief into a mission to save others by founding a nonprofit in her honor - Keesha Warrior Princess. Find out how their hope can turn to action for yourself and others in your life. Please visit warrior princess .org to learn more - and sign-up for free Self-check Reminder Cards for you or the women in your life. Consider requesting a package of free Self-Check Reminder Cards for your contact center or organization. Follow them on Facebook and Instagram at @KeeshaWarriorPrincess

Amas and Bob continue the Leadership series and discuss the following: Is it leadership vs. management or leadership and management? Failure serves a purpose Become an aggressive listener And much more... To learn more about Amas and Bob, check out www.contactcenter.tv

We're back! Thank you for all your feedback from last season. Because you said you wanted it, we are diving deeper into the Contact Center world. Our first series this season will be on Leadership. This episode focuses on time-management Is it even possible to get it all done? Where should coaching be prioritized on my list? Everything is URGENT, so.... And much more.... To learn more about Amas and Bob, visit www.contactcenter.tv