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Jun 16, 2023

Amas and Bob take a look back a their third season of the Contact Center show. 

 

"I plan to spend the offseason doing nonprofit, keisha Warrior Princess, we aims to educate women on the importance of self exams and of gynological appointments annually."- Bob

I'm increasingly getting feedback from people who are not...


Jun 9, 2023

Bob and Amas discuss how you should prepare for CCaas:

 

Three out of four contact centers today have not yet made the move. Every vendor is telling companies to make this move. The improvements are happening in their new cloud system. We're getting close to the point where this would be a baseline requirement.

CCaaS...


May 29, 2023

Amas and Bob tell you how to separate the hype from reality with GPT:

 

- AI will eliminate 75% of call center jobs. AI will even make your bed. These are some of the real headlines about what generative AI things like Chat GPT will do to the contact center.

- I think the next knowledge will be the impact. It's going to...


May 15, 2023

Bob and Amas discuss the world of knowledge.

"I'm going to date myself that we had knowledge on paper in binders at every desk." - Bob

"In fact, I believe that if used correctly, knowledge or technical product content in this case is and should be seen as marketing." - Mike

"So we have this issue. There are 1400 page...


Apr 24, 2023

Amas and Bob discuss the role of the CFO in the Contact Center:

"Yeah, there is a the metric but there reason your are measuring FCR, repeat call rates, average call rate, they should lead somewhere." -Amas 

"I gotta be ready to tell the story of the history, the real-time and the future." -Bob