Preview Mode Links will not work in preview mode

Dec 25, 2024

Summary

In this conversation, Amas Tenumah and Bob Furniss reflect on the year 2024 in customer service, discussing persistent challenges in contact centers, the evolution of work-from-home practices, and changing customer expectations regarding returns. They also share personal anecdotes about memorable holiday gifts...


Dec 20, 2024

 

 

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss various themes surrounding customer experience, particularly in the context of recent tragic events and the impact of societal anger on service interactions. They explore the quality of food at conferences, the implications of a recent murder related...


Oct 7, 2024

Summary

In this episode, Amas and Bob discuss the complexities of hybrid work, particularly in the context of contact centers. They explore the evolution of remote work, the challenges of engaging employees in a hybrid environment, and the strategies leaders can implement to ensure success. The conversation highlights...


Sep 23, 2024

 

**Key Highlights:**

1. **Introduction:**
   - Bob enjoys the banter with Amas about customer service challenges.

2. **Sister's Experience:**
   - Amas shares a story from his sister about difficulties in returning items, highlighting widespread customer service frustrations.
   - Discussion shifts to training as a...


Sep 18, 2024

**Podcast Summary: Tackling Contact Center Attrition**

In this episode, Amas and Bob dive into the persistent challenge of attrition in contact centers. They reminisce about Amas's experience running a center in the mid-2000s, where the attrition rate hovered around 7-9%. Surprisingly, even after 15 years, the current...