Dec 29, 2022
Join Amas and Bob as they discuss the dreaded message we all hear when calling for service.
What is done with my recording and transcripts at most contact centers?
Who owns the data?
Three things to change about the recording and quality assurance process.
Some quotes...
Dec 12, 2022
People blame most bad interactions on poor training.Is this true?
And much more...
Contact Amas and Bob.
Nov 28, 2022
Ever had 100,000 people waiting in line and angry? You know it is your fault? Have you ever made all your coworkers mad? Today Bob Furniss and I discuss Workforce Management.
And much more ...
Contact Amas and...
Nov 14, 2022
Tune in to hear...
“There are lies, there are damn lies and there are metrics!”
If you can’t measure it, you can’t manage it” - Dr Demin
And so much more!
Contact...
Nov 7, 2022
Notable quotes
"I miss my old job some days it was less chaotic. I used to be an ER Nurse and I am now a call center supervisor in Manila”
"I am a manager, a leader, a therapist, a coach, an arbitrator, a time manager, a workforce manager, a teacher, a quality..."
I was the best agent - I am now probably the most...