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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...

  • "I don't think it's BS they are recorded but...


Dec 12, 2022

People blame most bad interactions on poor training.Is this true?

  • The training blame game 
  • Who is the real culprit when service goes bad
  • What is training actually good for
  • Is empathy a skill or an emotion?

And much more...

Contact Amas and Bob.

http://linkedin.com/in/amastenumah/


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.

  • Why WFM deserves more empathy
  • Why WFM is a lot of art and a lot science
  • Wat makes WFM such a complex job 

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

 

  • Why are there so many damn metrics in a Contact Center
  • Is chasing Average Handle Time effective?
  • Does Average Rate of Answer really matter?

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...