Nov 21, 2025
Summary
In this conversation, Amas Tenumah, Bob Furniss and Brad Cleveland discusses the three levels of value that contact centers create: efficiency, customer satisfaction and loyalty, and strategic insights provided by AI. He emphasizes the importance of these levels in improving products, services, and...
Nov 18, 2025
Low-Cost, High-Impact CX Improvements
The Power of Language:
- Transform "I can't" into "How can we"
- Shift from "I have to" to "We get to"
- Being "impeccable with your word" (inspired by The Four Agreements)
- Words trigger emotional responses that shape customer perception
Getting CX Buy-In Across Organizations
The...
Nov 11, 2025
Episode Summary
Broadcasting live from the ICMI conference in Orlando, Amas and Bob discuss the evolving role of AI in contact centers, the ongoing struggle for strategic recognition, and welcome special guest Bianca, who shares her unique perspective on running HR as a contact center at Michigan State...
Nov 6, 2025
Host: Bob Furniss (without co-host Amos)
Guest: Daniel Thomas, Informa
Location: ICMI Conference Expo Floor
Guest Background
- Daniel Thomas approaches contact center industry from a research background
- Surveys audiences and writes research reports
- Has "front row seat" to industry transformation
- Conducts the annual State...
Nov 2, 2025
Summary
In this conversation, Amas, Luke and Bob explore the evolving complexity of contact centers, challenging the notion that they are becoming simpler. They emphasizes that while the intention may be to simplify processes, the reality is that sophistication often leads to increased complexity. They also highlights...