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Jan 31, 2022

This conclusion to the Leadership Series offers great insights into reporting and Bob and Amas share their insights:

  • Why the contact center is so metrics obsessed
  • What is one of the main drivers of reporting
  • What is the secret to calculating first call resolution 

To learn more about Bob, Amas and the show...


Jan 24, 2022

Feedback is key for service providers.  Amas and Bob discuss the coaching:

  • The reason coaching matters
  • Formal versus informal feedback
  • Specific tips you don't want to miss

Learn more about Amas and Bob at www.contactcenter.tv


Jan 17, 2022

Communication is a core skill of leadership and Bob and Amas discuss some important nuances, you will enjoy the following:

  • The importance of a communication structure
  • Efficiently managing your communication tools 
  • And yes, they have to give some time to Zoom 

Learn more about Amas, Bob and the show at


Jan 4, 2022

Most managers focus on managing those who report to them, Amas and Bob have a great conversation about managing up and across.  You enjoy the following:

  • Why managing your manager is important
  • When relationships at work really matter
  • How do you handle the micromanager

Learn more about Bob, Amas and the show at