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