Contact Center Show

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 Bob Furniss, go to: www.contactcenter.tv

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 Tenumah and Bob Furniss, go to: www.contactcenter.tv

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 omnichannel? There is a secret to not worrying about your customer experience. And much more... To learn more about Amas, Bob and The Contact Center Show, go to: www.contactcenter.tv

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 To learn more about Amas, Bob and The Contact Center Show, go to: www.contactcenter.tv

In this episode, Amas and Bob discuss the following: - Most of the money and energy is around technology, processes and not the employee, is that a mistake? - The trickle up theory - What's the most important metric to watch in a contact center To learn more about Amas, Bob and The Contact Center Show, go to: www.contactcenter.tv

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 To learn more about Amas, Bob and The Contact Center Show, go to: www.contactcenter.tv