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Mar 30, 2021

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:...


Mar 22, 2021

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...


Mar 16, 2021

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

 


Mar 8, 2021

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,...


Mar 8, 2021

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...