Amas and Bob have a great conversation about the following:

• Does the 'effortless experience' still apply today?
• Your customer experience efforts depend on where you are on the experience journey.
• They revisit chatbots to answers a listeners question. 

And much more...

To learn more about Amas, Bob and the show, visit www.contactcenter.tv

Effortless Experience

No One Wants Customer Experience 

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 Center Show go to:  www.contactcenter.tv

Bob and Amas have a great conversation about the following:

• What explains the small uptick in customer satisfaction?
• Contact center agents are also essential workers, or dare we say heroes?
• How do I tell if I am short staffed or if my agents are just inefficient?

And much much more...

To learn more about the show, go to:  www.contactcenter.tv

Amas and Bob always have a great conversation.  This week they discuss:

• Why stay in the contact center industry?
• What is "Ikijia"?
• Contact center leaders have a worse job satisfaction rate than contact center agents. 

And so much more...

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

Amas and Bob have a great conversation about leadership.  In this episode they discuss:

• Are great leaders born or nurtured?
• There is an opportunity you should always take if you want to be an effective leader 
• What can you do to make flex scheduling work?

And much more...

To learn more about the show or Amas Tenumah and Bob Furniss, go to:

www.contactcenter.tv

Amas and Bob combine their experience and humor to bring insights, methodology, and lessons that will impact your contact center career.  

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