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Aug 29, 2022

Amas and Bob continue the conversation about the evolution of the Contact Center:

  • The heart of the Contact Center Agent 
  • Why is it the most scrutinized job in the company?
  • What the role should look like
  • Strategic positioning of contact center
  • Implications of digital/remote  to how we run contact centers?
    • Do we need...


Aug 23, 2022

Bob and Amas break down exactly what the Contact Center is and is not:

  • The term Call Center should be retired 
  • Implications of Remote Agents 

Quotes:

“If you are still calling it a call center, I am judging you”

“If the Telephone is your only channel, you are doing it wrong"

“We are the contact center,...


Aug 16, 2022

Amas and Bob are back discussing all things Contact Center.  They combine their 50+ years of experience and humor to bring you actionable insights that will improve your Contact Center. 

Call centers have an amazing history that is about 70 years old, hopefully you learned how we got here. Please join us

 

“Federal...