Mar 9, 2025

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer service, particularly the role of AI and human agents. They reflect on the impact of AI technologies on contact centers, emphasizing that while AI can enhance efficiency, the human element remains crucial. They...

Mar 4, 2025

Summary

In this conversation, Amas Tenumah and Bob Furniss explore the critical themes of leadership, empathy, and the evolving dynamics in contact centers, especially in the context of AI integration. They discuss the importance of creating a safe and trusting environment for employees, the need for compassion in...

Feb 20, 2025

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss the ongoing shift back to office work post-COVID, the challenges of hybrid work models, and the importance of thoughtful leadership in contact centers. They explore the reasons behind companies' push for employees to return to the office, the impact of...

Feb 3, 2025

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss the essential skills for success in customer service roles, emphasizing the importance of empathy, authenticity, and a positive attitude. They explore how these skills can be taught or innate, and the impact of genuine interactions on customer...

Jan 25, 2025

Takeaways

Customer service experiences can be frustrating and time-consuming.
Government intervention may be necessary to improve customer service standards.
Companies often fail to address their own customer service issues.
The experience of customers with disabilities is often overlooked.
Regulations in Europe provide...