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
Apr 17, 2023
Amas and Bob discuss the outbound call center:
"This is giving me flashbacks of my teenage years when I was doing telemarketing." - Amas
"Time is money!
Interactions to Sales matter - from a cost perspective." -Bob
"Well first of all it's a tough job, in that job I was talking about I called 60 people maybe 20 talked...
Apr 11, 2023
Bob interviews Amas about his latest book "Waiting for Service"
"If our industry could get the waiting part right before worrying about the quality of service..." Amas
"So if you are listening to our podcast, he is not talking about you, he is talking about the other contact center professionals." - Bob